Dear Prism experts,
How do I dispute bills and fees?
Answer:
Billing and payment mistakes are more common than you'd expect, unfortunately. If you suspect a mistake was made on one of your bills or payments, here is what you can do to resolve it:
1. Gather your facts. Gather everything relevant to the problem - previous statements, meter readings, bank transaction statements, etc. Try to figure out what may have gone wrong ahead of time, so you can clearly explain it to the customer service representative.
2. Contact the biller. Call up the biller and calmly explain what you think went wrong. Be sure to take detailed notes. Be ready to settle for a middle ground if the fault does not lay entirely with the biller. Remember, if you are getting nowhere, then do not hesitate calling again and speaking to a different representative (or a manager).
3. If all fails, escalate. There are consumer advocacy groups that protect the interests of the consumers. Better Business Bureau (BBB) is one such agency that you can use. You can also defend your position in the small claims courts - but be sure that your claim is worth the legal expense!
Basically,
Your best bet is to build a strong case and try to resolve the issue with the biller. You can also use consumer advocacy groups and small claims courts as a last resort.
