Recently I had a problem with Dish Network and their billing practices.  To make a long story short, I had three months worth of free HBO/Showtime coming to me from December 3, 2009 to March 3, 2010.  After March 3, 2010 they would bill me for the channels if I didn’t cancel them.  I got my bill for February service and they charged me for HBO/Showtime.  I questioned them and they told me there was a glitch in their system for the previous month and I received the three credits on that bill instead of them breaking it down to two credits last month and one credit this month so I have to eat that cost because I only paid what my bill from last month said I had to. During the whole ordeal that I faced with Dish Network they turned it around to make it seem as if it was my fault because I paid the amount my bill said last month. Needless to say, I was infuriated by this whole scheme. I felt as if I was being scammed and there was nothing I could do about it and I felt betrayed by a fellow business.

As a business owner, you have to take responsibility for your billing practices.  If that means that your billing system had some glitches in it and a client was under charged, then it is your responsibility to get in touch with that client and explain the situation.  Most of them will be very understanding.  They will appreciate the fact that you made the effort to inform them of your mistake so that they are not in for a shock when they get their next bill.

Those who get upset with you and refuse to pay it, then you may just have to eat that cost. After all, it was your mistake.  It is unethical to just spring an additional charge on a client without informing them because you made a mistake.  Sure the mistake may cost you a lot of money but I guarantee that mistake wouldn’t happen again.

A consumer has the RIGHT to expect that the charges their bill states are the correct charges.  It IS the responsibility of the consumer to make sure the bill is correct. But it is the responsibility of the business to make it right if errors are pointed out. Mistakes happen – we know that. But good businesses take the responsibility instead of trying to push it off onto the customer.

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