(a) Every service provider shall maintain a record of every disputed charge for a product or service placed on a customer’s bill.
(b) The record required under Subsection (a) shall contain for every disputed charge:
(1) any affected telephone numbers or addresses;
(2) the date the customer requested that the billing utility remove the unauthorized charge;
(3) the date the unauthorized charge was removed from the customer’s telephone or retail electric bill; and
(4) the date action was taken to refund or credit to the customer any money that the customer paid for the unauthorized charges.

(c) The record required by Subsection (a) shall be maintained for at least 24 months following the completion of all steps required by Section 17.152(a).