When Your Provider Won’t Cooperate
If you’ve followed the cancellation steps and your provider is still dragging their feet, charging you for equipment you returned, or refusing to process your cancellation, you have options.
Regulatory Complaints
FCC (Federal Communications Commission) File at consumercomplaints.fcc.gov. This is the most effective lever for TV and internet disputes. Providers are legally required to respond to FCC complaints within 30 days, and the response rate is high because the complaints go on their public record.
State Public Utilities Commission Every state has one. Google “[your state] public utilities commission complaint” to find the filing page. These regulators have direct oversight of cable and internet providers operating in your state.
State Attorney General Most AG offices have a consumer protection division that accepts complaints online. They won’t litigate your individual case, but enough complaints about the same provider trigger investigations.
Consumer Protection
Better Business Bureau - bbb.org File a complaint and the provider is expected to respond. Not a regulatory body, but companies care about their BBB profile. Useful for equipment charge disputes.
FairShake - fairshake.com Handles consumer disputes through arbitration. If you’re owed money and the provider won’t budge, this is a low-effort path to resolution.
Consumer Financial Protection Bureau - consumerfinance.gov For billing disputes that have gone to collections or are affecting your credit report.
Federal Trade Commission - ftc.gov Accepts complaints about deceptive business practices. Won’t resolve your individual case, but contributes to enforcement patterns.
Social Media Escalation
Most providers have dedicated support handles that respond faster than phone support:
- Xfinity: @XfinitySupport on X
- Spectrum: @Ask_Spectrum on X
- DirecTV: @DIRECTVService on X
- DISH: @dish_answers on X
- Cox: @CoxHelp on X
- CenturyLink: @CenturyLink on X
Public complaints get faster responses than private ones. Companies don’t like visible customer service failures.
Tips for Effective Complaints
- Include your account number, dates of all interactions, and representative names
- Attach receipts, tracking numbers, and screenshots of charges
- Be specific about what happened and what resolution you want
- File with multiple agencies simultaneously if the amount is significant
- Keep copies of everything you submit