N.M. Admin. Code § 17.11.16.16

Current through Register Vol. 35, No. 23, December 10, 2024

Section 17.11.16.16 - BILLING DISPUTES AND ERRORS, GENERAL REFUNDS AND BILL CREDITS

A. In the event of a dispute between a customer and a carrier concerning a bill for telecommunications services, the carrier may require the customer to pay the undisputed portion of the bill to avoid discontinuance of service for non-payment. The carrier shall make an investigation appropriate to the case, and report the results to the customer. In the event the dispute is not reconciled, the carrier shall advise the customer that the customer may file a complaint with the commission for disposition of the matter.

B. Whenever the billing for service has not been determined accurately because of a carrier's omission or negligence, the carrier shall:

(1) notify customers that an adjustment has been made;

(2) explain the reasons for the adjustment;

(3) offer and enter into reasonable payment arrangements in accordance with the following criteria:

(a) whenever a carrier has overbilled a customer for service and the customer has paid the overbilled amount, the carrier shall credit the total overbilled amount within a reasonable time, but in no event later than the second bill after the carrier becomes aware of the error;

(b) whenever a carrier has underbilled a customer for service, the carrier may add the underbilled amount to the customer's next regular bill, unless the amount exceeds the customer's average bill for the preceding six (6) months, in which case the customer may elect to make payments, without interest, over a time period equal to the period over which the errors were accumulated;

(4) upon request, send the customer written verification of the payment arrangements agreed to by the customer and the carrier; a carrier may provide written verification electronically if the customer agrees.

N.M. Admin. Code § 17.11.16.16

17.11.16.16 NMAC - Rp, 17.11.16.16 NMAC, 2-1-06