Terms and Conditions of Your Agreement with Service Electric Cablevision, Inc. ("SECV")
IMPORTANT INFORMATION ABOUT YOUR CABLE SERVICE AGREEMENT
BILLING INFORMATION
1. BILLING CYCLE/PAYMENTS - Your cable bill consists of the following charges in addition to a package price and/or a la carte items: equipment, installation, taxes and government charges, regulatory fees and other applicable charges based on service. Your cable bill is payable in advance for each monthly cycle of service and normally covers a 30-31 day period. You may pay your bill by sending payment to the address listed on the invoice, calling your local office, visiting online at secv.com or at your local payment bank before the due date shown on your statement.
2. DELINQUENCY/DISCONNECTION - An account becomes past due after the due date shown on the statement. A late notice will be included in the next monthly bill. If an account continues past due for more than 60 days, service will be scheduled for disconnection. To avoid disconnection and a reconnection fee, the entire balance must be paid in full. If service is disconnected, reconnection will be scheduled on the next available day after payment is received for the entire past due balance and the reconnection fee.
3. COLLECTION FEES - Disconnected accounts with outstanding unpaid balances over 30 days will be referred to a collection agency. The fee charged by the agency to collect the unpaid balance will be added to the account.
4. LATE CHARGES - A late charge will be added to the next bill whenever a payment is received after the due date printed on the invoice.
5. RETURNED PAYMENT CHARGE - A charge for any returned payment will be added to the account.
6. PRORATES - Prorates appear on your bill when you add or delete a service since your last billing date. It will appear as either a credit or a charge, depending on the transaction performed. The prorated amount represents the difference between your last monthly rate and your new monthly rate.
7. BILLING DISPUTES - If you believe your bill is in error, please contact SECV's customer service department by phone or write/email your local office within 30 days of the billing error. Office addresses, email addresses and phone numbers can be found here or down below.
8. FRANCHISE FEES - Franchise fees are levied as part of SECV'S licensing agreement with many of the cities and townships. All franchise fees collected are paid to those communities.
9. REFUNDS/CREDITS - Any refunds will be forwarded within 6 weeks after the time of disconnection and all equipment is returned.
10. MOVING/CANCELLATION - If you intend to move or cancel, please call SECV 10 days prior, so that service can be scheduled for disconnection. If your relocation occurs within SECV's service area, relocation services can schedule at that time. In the event of a cancellation, all equipment must be returned immediately to your local office.
TECHNICAL COMPLAINT RESOLUTION
In compliance with the requirements of Section 76.607 of the FCC rules, SECV is required to inform you of the procedures in effect to insure any complaints which may arise concerning the technical quality of the cable television signals delivered to you are promptly and efficiently resolved:
1. All complaints concerning the technical quality of the cable television signals provided to you should be put in writing to the Division Manager in your area. Alternatively, you may call the system office and speak directly with a customer service representative during normal business hours.
2. On the day of receipt, complaints received will be recorded with the time, nature of the complaint and the name, address and telephone number of the complaining subscriber.
3. During normal business hours, a Field Supervisor will analyze the complaint and make an initial assessment concerning its probable cause. In most cases, complaints related to the technical quality of the cable television signals will be investigated by a field technician within 48 hours of receipt, consistent with our ability to access your premises, if such access is deemed necessary to resolve the complaint. If the problem can be resolved without a service call to your premises, you will be advised of this immediately and the resolution of the complaint will be noted in the log book which is maintained by the Field Manager.
4. All efforts will be made by our field technicians and other employees to promptly resolve any complaints concerning the technical quality of service. If our field technician fails to correct the problem after you have notified the system office, you may contact the Division Manager in writing to review the complaint and the corrective action taken. If no further action to correct the problem is possible, you will be promptly informed of this determination and the reasons. If you believe our investigation and handling of a complaint is deficient in some manner, you may contact the local franchising authority listed below.
CLOSED CAPTIONING
For closed captioning questions or concerns, please contact your local office. For formal complaints, please contact SECV's Corporate Office.SERVICE ELECTRIC CABLEVISION OFFICES:
BirdsboroP.O. Box 8, 6400 Perkiomen Ave. Division Manager |
Hazleton380 Maplewood Drive Division Manager |
Sunbury3662 Point Township Drive Division Manager |
Or write to
SECV CORPORATE OFFICE:
P.O. Box 3173, Brookside Road
Allentown, PA 18106
corporateoffice@secv.com