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If you have Comcast internet service, you might want to take a closer look at your bill. If there's a charge for a Service Protection Plan, or SPP, you may want to start digging to find out how that got there. If the numbers from Washington's AG are right, there's over a 50 percent chance you were lied to by Comcast.
The Service Protection Plan (SPP) charge apparently covers quite a bit that the company already provides standard with their service. It claims that the fee is to cover things like service calls to your home, however, as noted by Ars Technica, one of the most common service call related items isn't even covered. Perhaps, most disturbingly, many of the Comcast customers filing complaints assert that the SPP charge appeared on their bill without their consent or them ever even signing up for plan.
After the state of Washington's Attorney General, Bob Ferguson, filed a $100 million lawsuit against Comcast, individuals started contacting his office with the same complaint against the service provider. Also, seemingly doubling down on the SPP fee, Comcast unilaterally increased the charge from $5 to $6.
Notably, where there is evidence that Comcast notified a consumer that the SPP even existed, often there is also evidence that the consumer was told it was a free service. This, the AG asserts, was incredibly deceptive as it was only free for one month, but consumers were not told that.
Not to be outdone by its own brazen abuse of customer billing, Comcast's lawyers failed to produce thousands of hours of recorded customer service calls. After a nearly two year long discovery dispute, Comcast lost, then admitted it had deleted 90% of the data being sought. That admission got the company sanctioned.
Despite not producing 90% of the recorded calls requested, via the sample size provided, the state AG was able to determine that Comcast deceived over half of their customers that "signed up" for the SPP.
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