Consolidated Communications (Consolidated) exhibited deceptive practices when I decided to drop cable TV service.
Consolidated sent an equipment return envelope that is generic and appears to be advertising, likely in the hopes that most consumers trash the very important return label for the equipment. The letter they enclosed (dated July 14, the day I called to cancel), says that if equipment is not returned within 30 days they will charge a $150 replacement fee. It directed me to inquire with the US Post Office about sending a Fed Ex box, when to my knowledge the post office has never delivered boxes for their competitor, Fed Ex (waste of my time). The label lacks a perforation to help the consumer track proof that they returned the equipment.
When I went to my account online, I see that Consolidated promptly charged my next statement a $400 equipment set box fee. It is unclear if this is IN ADDITION to the $150 replacement fee referenced in the letter dated July 14 or not. It is unlikely the equipment is worth anywhere near the $150 or $400 or $550 they intended to try to charge me. I was able to cancel autopay but am concerned that this entity treats people this way–they should have to wait 30 days from receipt of their label to assess any equipment charges.
I fear their unfair and deceptive practices harm disproportionally the elderly, technologically-impaired, and the vulnerable. At the end of the call, Consolidated’s customer service rep told me they have a hybrid option for about half of the $140 I was about to be charged starting in October (a 40% increase due to the conclusion of a “discount”). Are they not required to provide transparent billings or product offerings? I see from the Better Business Bureau this entity receives a F grade–they need to stop such practices, have their license revoked or be placed under formal enforcement action. I have documentation that I would be happy to share.