Collect Call and 3rd Party Billing Charges

Q: What are collect calls and how am I charged for them?

A: A collect call is any call for which the charges are paid entirely by the receiving party. The call can be originated from any location and will be announced as a collect call by either a live operator or an automated message. You have the option to accept or decline the call. Accepting the call authorizes the charges for the call to be added to your monthly statement.

Q: What are third party charges?

A: A third party call is any call for which the charges are billed to a third number other than the calling number or the called number. When a third party call is made it usually does not involve our telephone number other than for billing purposes. You will receive a call from either an operator or an automated service informing you that a third party call is requested to be billied to your telephone number and you will be asked if you want to accept the charges. If you accept, the caller will be connected to the other number and you will then be disconnected. You will not be on the call or speak to the caller. Normally, if the operator or automated service does not receive a response from you accepting the charges, the call will not be completed.

Q: What are miscellaneous charges?

A: Miscellaneous charges are not part of Knology's suite of products and are services that our customers have agreed to have billed through their local telephone service provider. Most of the miscellaneous charges are for other company's voicemail products, email accounts, long distance services, storage and security services, and website hosting. Knology receives the billing information from the companies selling these services that detail the date, charge and description of the service.

Q: Why should you be concerned about miscellaneous charges?

A: Companies that send billing records to Knology may have provided billing records to charge for services for which you may not have knowingly subscribed. Most often the services are authorized through telemarketing calls, internet ads, or by accepting reward cards after making purchases of another item. In many cases, the only way that you know you subscribed to these services is when the charges are shown on your monthly statement.

Q: What has been Knology's previous policy on miscellaneous charges?

A: Knology has included charges received from other companies for miscellaneous charges. Recently, there has been an increase in companies sending billing records for miscellaneous charges and more importantly, an increase in customers questioning the services (and corresponding charges) and denying that the charges were authorized to be billed to their account. In ALL cases, if you do not know what the miscellaneous charge is for and do not believe it is a service you knowingly subscribed to, Knology credits the charge and disputes it with the company that sent the billing record. In addition, you can request Knology to block your telephone number from receiving additional miscellaneous charges.

Q: What is Knology’s NEW policy regarding collect calls, third party billed calls, and miscellaneous charges?

A: As of March 1, 2010 Knology will continue to bill on the behalf of other companies for collect calls and third party billed calls. However, because of the increase of miscellaneous charges and the number of customers disputing charges for voicemail products, email storage accounts, website hosting, etc. from unknown companies, Knology will be refusing the billing records for miscellaneous charges and will no longer include these charges on your monthly invoice. This action may not stop all miscellaneous charges as there are new companies every month with new customer offers through telemarketing and/or internet advertising. If you continue to receive charges for miscellaneous services for which you did not authorize, please complete the telephone dispute form below or contact our customer service department. We will continue to provide credits for unauthorized services and dispute the charges on your behalf.

Q: What about charges for collect calls or third party billed calls that I don't believe were accepted?

A: Please fill out a dispute form and return to Knology. We will credit your account and return the charges the company that supplied the billing records. The company submitting the billing records, by law, then has the right to contact you directly to collect the charges. You then have options to dispute the charges again directly with that agency.

Q: Do I still have to pay my bill if I am disputing the charge on my invoice?

A: You do have to pay your bill for telephone services but you may deduct the collect, third party or miscellaneous charges you are disputing from the balance owed as long as you send the form or contact our customer service department.

Q: When will I see the credit on my bill?

A: Please allow 60 days for the credit to appear on your account.