20,000 MA Customers Getting Comcast Refunds, Canceled Debts

Comcast is paying refunds and canceling debts for more than 20,000 of its customers in Massachusetts as part of a settlement that alleges the cable company violated state consumer protection laws by using deceptive advertising.

Attorney General Maura Healey announced that Comcast used the deceptive ads to promote its long-term cable contracts.

Filed in Suffolk Superior Court, the assurance of discontinuance settles allegations that Comcast failed to adequately disclose the actual monthly price and terms of its long-term contracts for cable services, including failing to let customers know that the company could increase the price of certain monthly fees at any point during the long-term contracts.

“Comcast stuck too many Massachusetts customers with lengthy, expensive contracts that left many in debt and others with damaged credit,” said AG Healey in a statement. “Customers have a right to clear information about the products and services they buy. This settlement should encourage the entire cable and telecommunications industry to take a close look at their advertisements and make sure customers are getting a fair offer.”

According to the AG's office, Comcast allegedly provided inaccurate and misleading price information to long-term contract customers, leaving them stuck in agreements they couldn't afford. The fees they failed to disclose typically increased customers' monthly bills by 40 percent above the advertised price. The customers then were required to pay early termination fees of up to $240 if they wanted to get out of the contract, or even if they downgraded to another package from Comcast.

Investigators said that in a series of advertisements, Comcast advertised a $99 lock-in rate but didn't disclose to customers equipment costs, such as modems, or mandatory monthly fees that appeared later on the bill.

Comcast will provide refunds to all Massachusetts costumers who paid early termination fees after downgrading their service or being involuntarily disconnected by Comcast between January 2015 and March 2016. The company is also forgiving any outstanding debt that was incurred for unpaid early termination fees and related late fees that happened between January 2015 and March 2016.

Comcast, too, is required to change its practices going forward to improve disclosures to customers before they sign up for long-term contracts.

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