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Biden-Harris administration launches new efforts to address customer service issues
Massachusetts

Biden-Harris administration launches new efforts to address customer service issues

WASHINGTON (WTVD) — There are new efforts to crack down on business practices that waste your time and money.

The Biden-Harris administration has announced several initiatives to address customers’ pain points. The goal of this initiative is to make it easier for you to cancel subscriptions, speak to a real person, and automatically receive a refund instead of having to overcome multiple hurdles.

When you have a problem with a company and want to file a complaint, you’re often met not with a real human but with an automated recording or an online bot. This is what the Biden-Harris administration calls customer service “doom loops,” and it wants to put an end to this annoyance.

“We’re starting the process of allowing consumers to talk to a real person if they don’t like chat, but also don’t like automated recordings. They can do that by pressing a single button and be connected directly to that person,” said Chad Maisel, senior policy adviser to the president.

Maisel said that in addition to this initiative, the Federal Trade Commission is currently working on a new rule that would make it easier to cancel subscriptions and recurring payments, such as those for gyms, cable memberships and apps.

“If you can sign up on a website with two clicks, you should also be able to cancel on the same website with two clicks,” Maisel said.

We want to make it easier for you to click the unsubscribe button.

Another initiative aims to give you the ability to submit health claims online instead of sending them through the mail, provide clear information about which health insurance providers are in-network, and make it easier to find information about how to appeal claim denials.

“Companies are doing this because they want to make it difficult for you to get the money you’re owed. They want to make it difficult to speak to a customer service representative or to get a refund. So it’s about, once again, creating new rules that all companies have to follow,” Maisel said.

There are also changes to airlines and the ability to get a refund as opposed to a flight voucher. The Department of Transportation’s (DOT) new automatic refund rule requires airlines to refund your fare if your flight is canceled or significantly changed for any reason and you are not offered alternatives such as rebooking or you choose not to accept them. The DOT rule also puts an end to airlines’ stalling tactics by mandating an automatic refund in the original form of payment.

The White House is asking for more ideas on how federal action can help you get your time and money back. You can submit your ideas here.

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