Filed against : 
Bright House Networks
1475 S Nova Rd 
Daytona Beach FL 32114-7338

Complaint Description:
Bright House billed me in error for equipment I never had. Bright H ouse claims the issue has been resolved, how they can't give it to me in writing. I recently canceled my Bright House account sometime in September. Not relevant to this complaint, but I can dig through my phone records and find it. On 10/28/16, I received a statement from Bright House. I promptly called within minutes of receiving the letter and spoke with Ron. He said it looks like the charge was for a MTA battery. However, he was confused just as I was since I never had a MTA since I moved in to my house on November 2013. He opened a dispute with Business Operations Department and gave me this ticket number. On 11/1/16 12:55 PM EST, I received a call from a collection agency identified as Credit Protection Association. When I spoke to Credit Protection Association, they said that the account was just sent to them a couple of weeks ago. I explained to them that I am disputing with Bright House. He said he would notate the account. However, the burden of proof is now required on my side. I then called into Bright House customer service on 11/1 1:01 PM EST. When I spoke to the representative, she put me on hold for quite a while. After the long hold, she claimed the issue was resolved. However, I was unsuccessful on getting any documentation from Bright House. In addition, the representative did not consent to a phone recording. While that is her and Bright House's right to reject a phone recording consent, I am simply trying to a verifiable way of confirming my issue is indeed resolved. As a consumer, I have no proof that this call taken place if notes haven't been taken. Bright House has already failed me in the past as I did get an automated phone call to return equipment. I pressed 0 at the automated prompt and spoke to someone. He assured me there was no equipment. Then all of a sudden, I get this unreturned equipment. That automated phone call record was lost in addition to my interaction with the representative. Ron couldn't find it when I mentioned this point. So based upon Brighthouse's track record, you can see why I am hesitant on taking someone's word without myself gaining the burden of proof. I even mentioned to the representative during today's call, I am going to complain to the Better Business Bureau because I can't get it in writing. She could care less. I surely do hope someone listens to the recording I had today as I tried everything in my power to resolve it on the phone with getting some kind of written confirmation that the charge was erroneous. I also want to stress that I find it absolutely ridiculous that it takes Bright House 14 days to clear this error and notify the collection agency (although the issue has been resolved. Bright House had absolutely no problem sending the account to collections before I even gotten a statement from Bright House. I want to stress (since this BBB statement is going to be public,) I believe Bright House violated the FDCPA as the account was sent to collections prior to me even receiving a statement. The statement I received has a service period of 10/30 - 11/29 with a due date of 11/6/2016. So how can a bill go to collections if I have a current statement and nothing is due? I'm sure the FTC may be interested in the written proof I actually have here. 

Your Desired Resolution:
I need a couple of things here. One is confirmation that the issue of the returned equipment fee is indeed resolved and the exact date the credit agency was notified that the issue was resolved. Because Bright House quickly turned this over to a collection agency, I have to resolve this quickly to protect my credit. To comply with the FDCPA in respect to the collection agency, I have to quickly send a dispute letter with my version of the events. That way it doesn't screw up my credit. Since I have to send a certified letter when disputing a collection agency bill, I am requesting a check sent for the postage and certified mail receipt from Bright House. I shouldn't have to pay for this with my own money since Bright House is clearly at fault for charging me with this, and then seeking a collection agency when I am not even "past due" (which I believe is illegal. I have no problem seeking arbitration if I can't get a check for the damages of myself having to send a certified letter to a collection agency. Any arbitrator in their right mind will side with me with all the proof I have. I'm sending out the letter shortly after this complaint. I will advise the complainant whenever they contact me on what the postage is. I can submit a receipt and a picture of the letter with the tracking number to prove my actual damages. Last thing I am asking for is an investigation on the representative I spoke to on the phone today. I don't believe she has done all she could and she never actually listened to me issue of needing written proof. Bright House can contact me over phone to apologize and agree to these terms. But they also have to update the BBB indicating that they 1) Notified the Collection Agency the issue is resolved and when 2) A check will be sent to me in the amount of $X.XX (TBD) 

This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. You will hear from the Better Business Bureau within 30 days.