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West Virginia

YOUR RIGHTS AS A CUSTOMER AND OTHER IMPORTANT INFORMATION FROM CHARTER BUSINESS TELEPHONE

About Our Services
Customers have a right to the information necessary to make sound decisions. Please call our Customer Care Center at 800.314.7195 to obtain information about our products and services. Bill Disputes
You must notify our Customer Care Center at 800.314.7195 within 30 days of your billing date of any billing discrepancies. Bill Payment and Adjustments
Your telephone bill with only current charges is due within 21 days of delivery; any past-due balance is due immediately. Your payment is considered past due if not received by the date specified on the bill. A late fee of up to 1.5%* will be assessed to any unpaid past due balance each month.** A returned payment fee of up to $25.00 will be assessed for any returned check or declined credit or electronic payment. Additional charges may apply if further collection activity is required. You may have your monthly amount due automatically deducted from a checking or savings account. To sign up for this service or to obtain the hours and addresses of bill payment locations, please call our Customer Care Center toll-free at 800.314.7195. You have the right to your continued local telecommunications package as long as full payment for that local service is made on time. *In North Carolina, the late fee of 1% will be assessed to any unpaid past due balance each month. ** In Massachusetts, the late fee will be applied once per late balance. Call Blocking Options
Refer to your Welcome Kit or call our Customer Care Center at 800.314.7195 for detailed information on the Call Blocking options available in your area. Choice of Services
Charter Business^® Phone Services are provided to customers without discrimination as to race, color, sex, nationality, religion, marital status, income level, source of income, or from unreasonable discrimination on the basis of geographic location. Cramming—Charges on Your Telephone Bill
Placing charges on your phone bill for products or services without your authorization is known as cramming and is prohibited by law. Your telephone company may be providing billing services for other companies, so other companies’ charges may appear on your telephone bill. If you believe you were crammed, you should contact the telephone company that bills you for your telephone service, Charter Business^® Phone Service at 800.314.7195, and request that it take corrective action.
The billing telephone company will do the following within 45 days of when it learns of the unauthorized charge:

• Notify the service provider to cease charging you for the unauthorized product or service
• Remove any unauthorized charge from your bill
• Refund or credit all money to you that you have paid for an unauthorized charge
• On your request, provide you with all billing records related to any unauthorized charge within 15 business days after the charge is removed from your telephone bill

Credit and Deposit Information
A credit assessment may be required to establish service. If required, you will be asked for the necessary information or provided with alternatives if available. The result of the assessment process determines whether more information and/or an advance payment and/or COD (cash on delivery) are required. If an advance payment/COD is required, the amount is typically equal to the normal cost of installation plus the cost of one month of service.
At this time, Charter Business^® Phone Service does not require a deposit to establish or maintain telephone service. Customer Privacy and Customer Proprietary Network Information (CPNI)
This information can be found in the Welcome Book received at installation and on our website at: Charter-Business.com Deferred Payment Plans
If you are unable to pay the total charges on your bill, you may enter into a payment arrangement. So long as the terms of the payment arrangements are met, your service will not be disconnected. In most cases, you may have between one and three billing cycles to pay the past-due balance; however, in addition to the deferred amount, you must also pay all current charges each month. In some areas, once you agree to a payment arrangement plan, you may receive the terms in writing and must sign and return the agreement for it to remain valid and avoid disconnection. Whether verbal or in writing, if you do not meet the agreed payment arrangements at any time during the deferment, your service may be disconnected. To exercise your right to request payment arrangements, call our Customer Care Center toll-free at 800.314.7195. Filing a Complaint
To file a complaint with Charter by telephone, call our Customer Care Center at 800.314.7195.
To file a complaint with Charter Business in writing, mail to: Charter Communications
941 Charter Commons Drive
Town and Country, MO 63017
ATTN: CCA—Charter Business^® Phone If the handling of your complaint is unsatisfactory, you may request a review by a supervisor.
To file a complaint with your state agency, refer to the State Agency Contact List for the telephone number and mailing address. Restoration of Service
In order to have service restored, any outstanding balances must be paid. There is a charge to have service restored. If service is not restored within 30 days of disconnection, the restoration may be considered a new connection and subject to credit assessment. Other conditions may apply. Please call our Customer Care Center toll-free at 800.314.7195 to arrange for the restoration of service. Service Standards
Charter Business strives to maintain service standards as set forth by your state agency. Call our Customer Care Center at 800.314.7195 with any questions about service standards. You may also contact your state agency for information about service standards. Slamming—Selecting a Telecommunications Carrier
Telephone companies are prohibited by law from switching you from one telephone service provider to another without your permission, a practice commonly known as slamming.
If you are slammed, the telephone company that slammed you will do the following:

1. Pay all charges associated with returning you to your original telephone company within five business days of your request.
2. Provide all billing records to your original telephone company within 10 business days of your request.
3. Pay your original telephone company the amount you would have paid if you had not been slammed.
4. Refund to you within 30 business days any amount you paid for charges during the first 30 days after the slam and any amount more than what you would have paid your original telephone company for charges after the first 30 days following the slam.

Your original telephone company is required to provide you with all the benefits such as frequent flyer miles, you would normally have received for your telephone use during the period in which you were slammed. If you have been slammed, you can change your service immediately back to your original provider by calling your local telephone company. You should also report the slam by writing or calling your state agency. You can prevent slamming by requesting a preferred carrier freeze from your local telephone company. With a freeze in place you must give formal consent to lift the freeze before your phone service can be changed. A freeze may apply to local service, local toll service, and/or long-distance service. Your state agency can give you more information about freezes and your rights as a customer. Suspension/Disconnection of Service
Upon advance written notice, Charter Business^® Phone can suspend/disconnect your local telecommunication package and services for any of the following reasons:

• Failure to pay for telecommunications services or to make payment arrangements before the date of disconnection indicated on the Disconnect Notice
• Failure to comply with the terms of a payment arrangement plan

Charter Business^® Phone can suspend/disconnect local telecommunication package and services without notice for any of the following reasons:

• Service is installed, connected, or reconnected without authority
• Where there is evidence or suspicion of tampering with Charter Business’s equipment
• Theft of service
• Any other efforts to defraud Charter Business

Non-payment of an amount under dispute will not be subject to suspension/disconnection until the resolution of the dispute if the amount is then deemed due.