Senate investigators are expected to release two critical reports Thursday on cable and satellite TV companies, highlighting some firms’ questionable consumer-refund practices and their treatment of customers who are trying to cancel services.
According to The Wall Street Journal, the reports will likely raise new public-relations challenges for some in the industry, particularly cable companies that often face high levels of customer dissatisfaction. Several big industry players have been working to improve their images lately.
Both new reports will be issued by the Senate Permanent Subcommittee on Investigations, which has been probing the pay-TV industry for a year.
The panel’s bipartisan report is expected to focus on how different companies treat customers who have been overcharged, for example for set-top boxes. That report is expected to say two big providers, Charter Communications Inc. and Time Warner Cable Inc., have failed to refund overcharges on a “very large scale” where the company discovers overcharges—for example, for equipment rental—according to people familiar with the matter.
The bipartisan report finds that those firms generally have been refunding overcharges only if the customer specifically flags the issue, according to people familiar with the situation.
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