Hartville woman disputes $600 in cable television charges

HARTVILLE, Ohio - Florence Norton is an 85 year old Grandmother who enjoyed Time Warner Cable service for more than 10 years, but she reports she switched to Direct TV after a battle over a bill.

Norton claims she had her HD cable box removed in December 2005, and had a cable card installed to save more than $6 per month, but Norton claimed didn't realize she was still being charged $8.95 monthly for a cable box for nearly 6 years.

Norton reports she didn't see the cable box charges on her bill until November 2011, meaning she paid more than $600 in fees for services Norton claims she never used.

Norton's son Randy Nichols contacted Time Warner for a refund, but Norton claimed the company initially offered just $300 in services to make up for the billing error.

"I just could not believe they we're bargaining with us," said Nichols. "Whatever happened to we made a mistake, we'll make it right."

"Just pay the woman, she's on a fixed income, she needs the money, they admitted they made a mistake" said Nichols.

5 On Your Side contacted Time Warner about the case, and the company quickly responded, it admitted Mrs. Norton was initially told there was a billing mistake, and was offered 12 months of free HD box services to make up for the error.

However, weeks later, Time Warner checked all records on Mrs. Norton's account and it ultimately refused to offer a refund of any kind. Time Warner claimed its records showed Mrs. Norton had a second cable box in her home, even though Mrs. Norton claims she was never charged for two boxes.

Time Warner claimed it picked up the "second cable box" when Mrs. Norton discontinued service in 2011.

NewsChannel5 requested Time Warner look into its billing and service records further to verify Mrs. Norton had a second unit at her home, and in fact was being charged for two boxes.

This case clearly shows the importance of paying careful attention to all monthly billing statements. It's difficult for consumers to receive refunds, years of even months later, if billing discrepancies aren't discovered when they first occur.

Consumers should pay close attention to all statements monthly, especially the month after there is a change in service or billing status.

Mrs. Norton now plans to take her case to the Ohio Attorney General, and the Better Business Bureau.

"They should reimburse me for what I have paid for that I didn't have," said Norton. "My concern is I wonder how many other people are doing the same thing I did."