09/13/2017
https://www.congress.gov...
"No one has had a chance to address this. Does anybody want to address the practice of charging someone to remove an optional product from your bill?"
"But isn't it true if someone calls in and asks to have their HD fee waived, they get it waived?"
"I am just telling you, I am not aware of that, and you are one of my providers, and I have never heard that I get free upgrades every 2 years."
"I am committed to supporting people who bring forward complaints. I am committed to them being treated fairly and I absolutely will not stand for retaliation inside the Agency."