Sens. McCaskill, Portman criticize cable companies’ customer service policies

Senators Claire McCaskill (D-MO) and Rob Portman (R-OH) launched an investigation into the customer service practices of the big cable companies. In a hearing at the Permanent Subcommittee on Investigations, the senators questioned the companies about their most egregious policies.

McCaskill highlighted a consumer survey that found more than 20 percent of people who interact with the cable companies reported having a bad experience in the last six months – “the highest level of any industry,” she said. She told a personal story about how she called her service provider to remove a $7.99 fee. The company’s policy? It’ll cost $10 and a hassle to remove it.

The Missouri senator also asked about the companies’ uneven pricing – charging some customers for services but not others – the fees that are not included in advertisements, and how there is “no clear process of how to get the best price from you guys.”

She also commented on the way cable companies pressure their workers to sell customers products they may not want or else lose money or face disciplinary action.

“I want to acknowledge the cooperation we received from all of the companies represented before us today, as well as acknowledge that they have all made commitments to improve their customer service,” McCaskill concluded in her remarks. “Unfortunately, our investigation suggests that there is a long way to go.”

Watch the hearing here, or read McCaskill’s full statement here.

Links:

McCaskill, Portman criticize cable companies' billing, customer service (St. Louis Post-Dispatch, June 23, 2016)

Customer Service and Billing Practices in the Cable and Satellite Television Industry (Permanent Subcommittee on Investigations, June 23, 2016)

Ranking Member McCaskill’s Statement (Permanent Subcommittee on Investigations, June 23, 2016)