Q: A year ago, we wrote a check for a year's worth of Internet service through a local provider. The company said they never got the check, so we paid again using PayPal. Later, the company located the check and cashed it. Now the company is billing us again for another year of service. The company has ignored our efforts to provide proof of last year's double-billing. Is there a time limit on getting a refund?
— A Seattle reader
A: There's no law dictating how long consumers have to seek a refund in a situation like this, said Kristin Alexander, spokeswoman for the state Attorney General's Office. You are well within your rights to demand a refund or credit from this company.
You can file a complaint with the state AG's office. Be sure to send a copy to the company. The agency also will send a letter to the company on your behalf describing the complaint, and that's often enough to successfully resolve the matter, Alexander said.
If not, the agency will attempt to broker an acceptable resolution by mediating between the customer and the company. If the company is the subject of multiple complaints, the AG's office may choose to pursue legal action.
Also consider filing a complaint with the Better Business Bureau. You can search its online database to see if others already have done the same.
The organization will act as a facilitator to try to help resolve the dispute. If the company does not work to resolve it, that becomes part of the company's record, which is shared with other consumers who inquire about the company.
To file a complaint with the AG's office: 800-551-4636 or www.atg.wa.gov/consumer/complain.shtml
To file a complaint with the Better Business Bureau: 206-431-2222 or www.thebbb.org/commoncomplaint.html
Jolayne Houtz, Seattle Times staff reporter
Have a question? Send it to heretohelp@seattletimes.com, or call 206-464-2525
