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City of Portland

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3.115.130 Billing.

A.  Bill Statements. Grantee bills shall be clear, concise and understandable. Bills must be fully itemized, with itemizations including, but not limited to, basic and premium service charges and equipment charges. Bills shall also clearly delineate all activity during the billing period, including optional charges, rebates and credits.  In case of a billing dispute, grantee must respond to a written complaint from a subscriber within seven (7) calendar days.

B.  Refunds. Grantee shall issue refund checks promptly to customers, but no later than either the customer's next billing cycle following resolution of the request or thirty (30) days,  whichever is earlier. Grantee may withhold a refund pending the customer returning the equipment supplied by grantee if service is terminated.

C.  Credits. Grantee shall issue credits for service no later than the customer's next billing cycle following the determination that a credit is warranted.