PURA hearing presses Charter and Cox on billing, disconnection and in‑home contractor safeguards

Summary

At Nov. 21 PURA evidentiary hearings on the Charter–Cox transaction, regulators and the Office of Consumer Counsel pressed applicants on billing statements, proration, procedures to prevent disconnection during disputes, contractor background checks, training and senior discounts; companies agreed to late‑file detailed exhibits.

Commissioner Holly Cheeseman presided over day two of Public Utilities Regulatory Authority (PURA) evidentiary hearings on Nov. 21 in docket 25‑0811, directing detailed questioning of Charter and Cox about consumer protections embedded in the proposed merger.

The Office of Consumer Counsel (OCC) focused early on whether customers receive clear billing notices and protections against disconnection while a bill is disputed. Rianna Ash, OCC telecom policy adviser, asked whether accounts can be flagged to prevent disconnection during a pending dispute and whether customers receive an acknowledgment. Charter’s customer‑service witness said agents are available “24 by 7, 365 days a year” and that escalated complaints receive a formal acknowledgment; the company said account flags can prevent disconnection where state requirements…

PURA hearing presses Charter and Cox on billing, disconnection and in‑home contractor safeguards

Summary

Subscribe to keep reading