Understanding Your Phone Bill

Life's a lot more complicated than it used to be - and so is your phone bill!

With more competition for telephone service and new services being developed every day, you have more choices for your communications needs than ever before. But understanding your options - and your phone bill - has become much harder.

Many phone companies are redesigning their bills to make them easier to understand. However, the charges may still be confusing unless you know some basics about how telephone billing works.

Looking at your phone bill carefully - and understanding what it says - will help you use phone services wisely and avoid fraud.

Basic Services

Your local phone bill includes a basic monthly charge for the dial tone that enables you to make and receive calls, maintain the connection between your home and the telephone company's central office, be listed in the telephone book, get a copy of the directory, and make a limited number of calls for directory assistance.

Local calling charges

You may have a "flat rate" local telephone plan in which your monthly service charge includes the ability to make an unlimited number of calls to other phones located near you. The size of the local calling area varies from company to company.
If you have "measured service," you are limited to the number of calls that your monthly package allows; if you make more calls, you pay an additional charge for each one.
You may only have one choice for local services now, but as time goes on there will be more competition. The pricing plans and service options offered by each company may vary.

Local toll

Sometimes called "short distance calls," local toll calls are made to places that are not close enough to be in your local calling area but not far enough away to be handled as long distance calls.
As competition for phone services increases, more consumers can choose whether to have local toll calls completed by their local telephone companies or other companies.
The area that each company serves for local toll calling and the prices they charge may vary.

Long distance

There are many ways that you can make long distance calls. Most consumers have a regular, or "presubscribed" long distance carrier. When you dial "1" plus the area code and the phone number, the access code for the presubscribed carrier is automatically entered and the call is billed at the rates that company charges.
In most parts of the country there is competition for long distance service. Calling plans can vary widely, not only in rates but in the geographic areas they cover, and companies may offer more than one plan to choose from. There may be a monthly fee in addition to the charge for each long distance call and there may be a minimum monthly charge.
You can also make long distance calls using a "dial-around service." You manually enter another company's access code (such as 10-10-XXX), then "1", the area code, and the phone number. That company will then bill for the call based on its own rates. Look at ads for dial-around services carefully - the prices they quote may only apply if you talk for a certain number of minutes, or the rates may vary depending on time of day or where you are calling, and there may also be a monthly fee added.
Calling cards, which are like charge cards for telephone calls, are available from many companies. You can use them from your home phone, a pay phone, a phone in a hotel room, or somewhere else. The charges might be billed through your local phone company or directly by the calling card company. Depending on your calling card company, the cost of some calls could include a surcharge in addition to the per-minute rate. There may also be a monthly fee. Be aware that some phone companies may not accept calls made with cards issued by other companies.
Collect calls are charged to the bill of the person whose number is being called. They can be made through a local or long distance operator or through services offered by other companies. The rates vary according to which company provides the service. For instance, if you call collect through an operator at a pay phone, the cost is set by the company that provides service to the phone you're using. If you make a collect call from the same phone through another company's 800 number collect call service, the call is billed at that company's rates.

Pay-per-call services

These are information and entertainment services provided through 900 numbers, some 800 numbers, and certain international phone numbers.
The rates can vary from as little as a few cents to several dollars per minute. Some pay-per-call services are billed at a flat rate for each call.
Charges for pay-per-call services provided through 900 and 800 numbers are set by the service providers, not the telephone companies. They will appear on a separate page in your phone bill.

Miscellaneous services

Miscellaneous services can include caller ID, call waiting, voice mail, paging, and even Internet and other non-telephone services. They may be provided by your local phone company or other companies.
Depending on what company provides them, charges for miscellaneous services may appear on the phone bill under your local company's services or on a separate page.
Before you pay your bill, read it carefully and make sure that you are only being charged for services you have authorized.

Fees, surcharges, and taxes

In addition to the charges you pay for the services you use, you'll find various fees, surcharges, and taxes on your bill. Taxes go straight to the government. Some fees and surcharges billed by telephone companies cover the costs of carrying out government-mandated programs, others are intended to recover portions of their operating expenses. Companies may use different terms to describe these charges.

Carrier charge, Carrier line charge, Presubscribed interexchange carrier charge, or National access fee

This charge will no longer appear on your phone bill after July 1, 2000 as a result of the FCC's access reform.

Long distance companies must pay local phone companies to complete long distance calls through their local networks. Some long distance companies passed this expense along to their customers through this fee.

Directory assistance

Your monthly local service charge may include a certain number of "free" calls for directory assistance. If you make more local directory assistance calls than are included in your monthly package, there is an additional charge for each call.
You may also be charged by your long distance company for any long distance directory assistance calls you have made using their operators.
Many local and long distance companies have begun to provide nationwide directory assistance services, with rates that vary from company to company. You may be allowed to request more than one listing in each call to directory assistance. Know what each company charges for directory assistance before placing the call. And if the directory assistance operator offers to complete the call for you, be aware that there may be an additional charge for this service.

Lifeline surcharge

Some states collect a lifeline surcharge to assist low-income consumers. As of July 1, 2000, low-income consumers who subscribe to Lifeline service will not be billed for the subscriber line charge or the universal service fee.

Local number portability charge

Local telephone companies have created a system that allows consumers to keep the same phone number when they change local service providers. This fee, charged to all customers, covers the cost of this technology. The amount of this fee may vary based on where you live.

State subscriber line charge

Some states allow local phone companies to assess this fee to recover the cost of providing lines for services within the state, like intrastate long distance and local service.

Subscriber line charge, or End-user common line charge

This is a fee that the Federal Communications Commission allows local phone companies to charge to recover a portion of the costs of completing long distance calls on their local networks.

Taxes

There is a federal excise tax assessed on telephone service.
You may also be charged state and municipal taxes depending on where you live.

Telecommunications relay service

Some people who have hearing or speech disabilities use a special type of text telephone, called a TTY, to place calls.
This fee, which is charged to all customers, covers the cost of providing a "translation" service for calls between TTYs users and people using traditional voice telephone. It also helps to subsidize the cost of specialized telecommunications equipment for people with specific disabilities.

Universal service fees, Universal connectivity charge, Telephone assistance plan or Universal service fund

Long distance companies, and most local providers, charge this fee as part of a federal program to subsidize local telephone service for low-income consumers or those who live in areas where the cost of providing telecommunications services is exceptionally high.
It also covers discounted communications services for schools, libraries, and rural health care facilities.

911 surcharge

This is collected on behalf of state or local governments to cover the cost of providing 911 access to emergency services.

Common phone frauds

Slamming

You've been "slammed" when your phone service has been changed without your consent. It can happen with long distance service and, as competition increases for local and local toll, for those services as well. o Sometimes slamming results from company error; for example, the wrong number being typed into the system. But in many cases it's a deliberate attempt by one company to "steal" the customer from another.
The slammer falsely claims that you have agreed to change your service provider and asks your local phone company, which performs the actual switch, to make the change.

Cramming

You've been "crammed" when charges for miscellaneous services that you never agreed to buy have been added to your phone bill. Some examples are phone-related services such as voice mail, paging, or personal 800 numbers. But you might also find charges for other types of services on your bill, such as Internet access, club memberships, and even dating services!
The crammer arranges to bill you, usually through your local phone company, by falsely claiming that you authorized the new services.
These charges might appear on your bill just once, or they might recur on every bill - a good reason to look closely at each bill before you pay it.

Pay-per-call abuses

Information and entertainment provided by pay-per-call services are accessed through 900 numbers, some 800 numbers, and even some international phone numbers. They can be recorded weather reports, stock quotes, group chat lines, psychic services, reports about a company's complaint record from a Better Business Bureau - just about anything.
When you call 900 numbers or 800 numbers that provide pay-per-call services, you pay a charge that is set by the service provider, not your phone company. Services provided through international phone numbers result in charges at whatever the rate would normally be for calling that country from your phone.
Dishonest pay-per-call service providers don't disclose, or misrepresent, the cost of their services. They may also misrepresent the services that they offer. You may be tricked into dialing pay-per-call services by following instructions to punch in a "personal activation code" that actually connects you to a pay-per-call line, or you may be switched to a pay-per-call line without knowing it. Some consumers report being charged for pay-per-call services even when their phones were never used to dial them.

Collect call scams

Some fraudulent companies attempt to charge consumers for pay-per-call services by masquerading as collect calls. They use common names such as "Jennifer," hoping that the person who answers will accept the call. Once the call is accepted the person typically hears a recorded message offering some type of service or soliciting for a so-called charity.
If you accept the call you will be billed for it even if you are not interested in the service or in making a donation.
Some consumers report that they have been billed for these types of collect calls even though they refused to accept them.
Consumers also complain about being charged excessive rates for making collect calls from some pay phones.

Calling card fraud

When you use a calling card in a public place - an airport, a train station, a pay-phone on the street - someone may be looking over your shoulder to see the account number and PIN number that you dial. They might even be far away, using binoculars or the telephoto lens of a camera to watch you.
Once they have your numbers, people can use them to make calls on your account or sell them to others for that purpose. It isn't necessary for them to actually have your card.

How to avoid fraud

To avoid slamming or cramming, look closely at contest entry forms or other forms you fill out. They may include an agreement to change service providers or add new services to your bill.
If you get a telemarketing call concerning phone service, don't agree to anything on the spot. Ask the company to send you written information. This way you can evaluate the offer without pressure and to confirm the identity of any caller who claims to represent your regular local or long-distance company.
Use an answering machine, voice mail, and/or caller ID to screen calls so that you decide which callers that you want to talk to.
Don't accept collect calls from people you don't know.
Your local phone company can provide a free 900 number block to prevent anyone from dialing a 900 number from your phone. This can help you avoid some pay-per-call abuses.
Don't make or return calls to numbers you don't recognize. Some international numbers look just like domestic US numbers, but international calls can cost much more. If you are not sure whether a number is in the US or another country, dial 00 and ask the long-distance operator where you would be calling.
Consider getting a "PIC freeze" on your local toll and long distance service. This free service from your local phone company prevents any switching of your long distance or local toll company unless you tell your local phone company directly that it's OK to make the change.
Be aware that the PIC freeze is not absolutely foolproof. Most major phone companies sell service at wholesale rates to other companies who resell it to consumers under their own brand names. If you are illegally switched to a company that is a "reseller" of service from your original company, the system may not recognize that there has been a switch. The telephone companies are trying to solve this technical problem.
Ask your local phone company about any blocking that may be available to prevent miscellaneous services from other companies from being crammed onto your phone bill without your consent.
Prevent calling card fraud by using your body to block the key pad when you are using your calling card at a public phone. If you are giving your account number and PIN to an operator, speak softly so no one around you will hear.

How to spot fraud

Think of your telephone bill the same way that you do your credit card bill or bank statement. Look at it carefully as soon as you receive it - every page, not just the page that has the total amount due.
Make sure you recognize all the company names listed on your bill.
Look for any calls that you did not make or services you never agreed to buy.
Check the rates you were charged to see if they're what you expect.
Don't ignore small charges. Some fraudulent companies bill for small amounts hoping that you won't notice. But even small charges can add up if they appear on your bill every month.
Make sure you understand all of the charges. If you don't, contact the company listed on that section of the bill and ask for an explanation.

How to get the most for your money

When you're shopping for phone service, think about how you use the phone. What days of the week do you make the most calls? What times of day? How long are most of your conversations? Where do you call the most? Some companies' rates and calling plans will suit your needs better than others. Shop around and get the best rates and plans for you. Independent organizations such as TRAC have rate information to help you comparison shop.
When comparing rates, make sure you are comparing "apples to apples." Companies may use different terms to describe similar services, and there may be combinations of services that differ from one company to another.
Be aware that the geographic areas covered by companies' calling plans may vary.
Don't just look at the low per-minute rate that many companies advertise. You also need factor in any minimum charges or monthly fees. It's easier now to find companies that don't charge monthly fees.
Some package deals are great, but consider whether you really want all of the services that are included or if it would be less expensive to buy the services you need separately.
Realize that "dial-around" services are not necessarily cheaper than making long distance calls through your presubscribed carrier. Find out if there are minimum call lengths or monthly fees.
The cost of a collect call depends on which company provides the service. For instance, if you call collect through an operator at a pay phone, the cost is set by the company that provides service to the phone you're using. If you make a collect call from the same phone through another company's 800 number collect call service, the call is billed at that company's rates. Before making or accepting a collect call, ask what the rate will be for each minute you talk.

Telephone billing rights

Even careful consumers can be victims of telephone-billing fraud and abuse. If you have a problem, it's important to know your rights and immediately take the steps necessary to resolve it.

Slamming

Your Rights

If your telephone company is switched to another company without your consent (this could be your long distance company, local toll, or even local service if there is competition in your area), you have the right to be switched back without being charged any switching fees. Changing your service without your permission is called "slamming," and it's against the law.
If you were slammed on or after November 28, 2000, new rules from the Federal Communications Commission apply. To make the most of your rights, read your phone bill carefully as soon as you get it and act quickly if you discover you've been slammed. You're in the best position if you haven't yet paid the slammer.

If you discover you've been slammed before you pay your phone bill:

You do not have to pay for any unauthorized service for up to 30 days after being slammed.
You will have to pay for calls made after the 30th day. But instead of paying the slammer, you will be re-billed by the company you were switched from at the rates that it would have charged for those calls.
You may be able to argue that the 30 day "no pay" period should be longer in certain situations -- for example, if you get your bill less frequently than once a month, or if the bill didn't clearly show that the company providing the service had changed.

If you paid the bill before realizing you were slammed, you still have rights:

You are entitled to a partial refund. The company you were switched from will try to collect it for you from the slammer. In most cases, you will receive 50% of what you paid. If you don't think that this is enough to cover the difference between what you would have paid your original company and what you paid the slammer, you can ask for a refund of the actual excess charges.
If your original company can't collect from the slammer because it is out of business or bankrupt, you can sue directly, but it may be impossible to get your money back.

Steps for Slamming Victims

Call the company that "slammed" you and say you are disputing the switch. Its number should appear on the same page as the charges on your bill. If you haven't paid the bill, demand that the charges be removed for up to the first 30 days of service.
Call the company you were switched from to arrange to switch back with no switching fee and re-enroll in any special program or calling plan you had. If you haven't paid the bill and received service from the slammer for more than 30 days, arrange to be rebilled by your original company for any calls from day 31 on. If you have paid the bill, ask your original company to try to recover the refund to which you are entitled.
Call your local phone company if it provided the billing for the slammer to notify it about the problem and that you are disputing the charges.
Notify the appropriate agency.
- If you have resolved your slamming complaint, be sure to mention that when you report the problem to the agency. Your information is still useful for tracking patterns of slamming abuses. If you haven't been able to resolve the complaint, the agency will try to help you.
- Include your name and address, telephone number, email address if you have one, the name of the company that slammed you, the name of the company you were slammed from, a complete explanation of what happened and when, how much you have paid the slammer, if anything, and the solution you want if the problem hasn't been resolved. If you are mailing your complaint, enclose copies, not originals, of any bills you are disputing.
- You should report slamming promptly, even if the slammer or your original company assures you that everything has been resolved.
- You can report slamming to your state utility department if it is listed below.
  - If your state is not included in this list, send the information by letter or email to:
  Federal Communications Commission
  
  Consumer Information Bureau
  
  445 12th Street SW
  
  Washington, DC 20554
  
  slamming@fcc.gov
Alabama
Alabama Public Service Commission
Attn: Consumer Services
P.O. Box 991
Montgomery AL 36101-0991
(800) 392-8050
(334) 242-0727 fax
Documentation Needed:
No fee. Staff will request a copy of page of telephone bill containing unauthorized charge.

Arkansas
Arkansas Public Service Commission
Consumer Services Office
P.O. Box 400
1000 Center Street
Little Rock AR 72203-0400
(800) 482-1164
(501) 682-1718
Documentation Needed:
No Fee. Staff will request a copy of telephone bill page containing unauthorized charge.

California
Slamming Complaints
Consumer Affairs Branch
505 Van Ness Avenue
San Francisco, CA 94102
(800) 649-7570
(415) 703-1158 fax
email:
consumer-affairs@cpuc.ca.gov
Documentation Needed:
No fee. No particular written documentation is absolutely required but consumers are encouraged to send in any documentation that would be helpful in resolving their complaint. However, Commission staff may request a copy of the page of the consumer's telephone bill that contains the alleged slam, authorization from the consumer for the Commission to investigate the complaint, and some form of identification of the consumer (usually a copy of a driver's license).

Colorado
Colorado Public Utilities Commission
External Affairs Section
1580 Logan St., OL2
Denver CO 80203
(800) 456-0858 (303) 894-2070
(303) 894-2065 fax
email:
PUCConsumer.Complaints@dora.state.co.us

Documentation Needed:
No fee. Give a brief description of the complaint. Provide a copy of telephone bill page containing unauthorized charge.

Connecticut
Connecticut Department of Utility Control
Consumer Services Unit - Slamming Complaint
10 Franklin Square
New Britain CT 06501
(800) 382-4586 (860) 827-2622
(860) 827-2885 fax
email:
jeanne.gawlak@po.state.ct.us
Online Complaint Form:
http://www.dpuc.state.ct.us/cai_home.htm
Documentation Needed:
Staff will request a copy of telephone bill page containing unauthorized charge.

Florida
Florida Public Service Commission
2540 Shumard Oak Boulevard
Talahassee FL 32399-0850
(800) 342-3552
(800) 511-0809 fax
email:
contact@psc.state.fl.us
Online Complaint Form:
http://www.floridapsc.com/consumers/complaint/index.html
Documentation Needed:
No fee. Staff may request a copy of page of telephone bill containing unauthorized charge. May also request a document containing the customer's legal signature (usually a driver's license).

Indiana
Indiana Utility Regulatory Commission
Suite E-306
302 West Washington Street
Indianapolis IN 46204
(800) 851-4268
(317) 233-2410 fax
email:
None
Online Complaint Form:
http://www.state.in.us/iurc/consumer/complform.html
Documentation Needed:
No Fee. Staff will request a copy of telephone bill page containing unauthorized charge.

Iowa
Iowa Utilities Board
350 Maple Street
Des Moines IA 50319-0069
(877) 565-4450
(515) 281-5329 fax
email:
iubcustomer@max.state.ia.us
Online Complaint Form:
http://www.state.ia.us/iub
Documentation Needed:
No fee. Copy of the telephone bill is helpful.

Kansas
Kansas Corporation Commission
Office of Public Affairs & Consumer Protection
1500 S.W. Arrowhead Rd.
Topeka KS 66604-4027
(800) 662-0027 (785) 271-3140
(785) 271-3111 fax
email:
publicaffairs@kcc.state.ks.us
Online Complaint Form:
None
Documentation Needed:
No Fee. Staff will request a copy of telephone bill page containing unauthorized charge.

Kentucky
Public Service Commission of the Commonwealth of Kentucky
Division of Consumer Services
P.O. Box 615
211 Sower Boulevard
Frankfort KY 40602
(502) 564-3940
email:
None
Online Complaint Form:
None
Documentation Needed:
No fee. Contact PSC in writing. Provide a factual basis for the alleged violation.

Louisiana
Louisiana Public Service Commission
Attn: Utilities Division/ Slamming
Post Office Box 91154
Baton Rouge LA 70821-9154
(800) 262-0793
(225) 342-4221 fax
email:
None
Online Complaint Form:
None
Documentation Needed:
No Fee. Staff will request a copy of telephone bill page containing unauthorized charge.

Maine
Maine Public Utilities Commission
242 State Street, SHS #18
Augusta ME 04333-0018
(800) 452-4699
(207) 287-1039 fax
email:
None
Online Complaint Form:
http://janus.state.me.us/MPUC/CAD/cad.htm
Documentation Needed:
No fee. Staff will request a copy of page of telephone bill containing unauthorized charge.

Maryland
Maryland Public Service Commission
Office of External Relations
6 Saint Paul Street
Baltimore MD 21202
(800) 492-0474
(410) 333-6844 fax
email:
None
Online Complaint Form:
www.psc.state.md.us/psc/CustomerService/forms.htm
Documentation Needed:
No Fee. Staff will request a copy of telephone bill page containing unauthorized charge.

Massachusetts
Massachusetts Department of Telecommunications & Energy
Consumer Division
One South Station
Boston MA 02110
(800) 392-6066
(617) 478-2591 fax
email:
dpucomplaint@state.ma.us
Online Complaint Form:
http://www.state.ma.us/dpu/formcons.htm
Documentation Needed:
No fee. Customer must provide a copy of the phone bill, name of the original local or longs distance company, and name of new local or long distance company.

Michigan
Michigan Public Service Commission
P.O. Box 30221
6545 Mercantile Way
Lansing MI 48909
(800) 292-9555 (517) 241-6222
(517) 241-6217 fax (517) 241-6272 fax
email:
choura@ermisweb.state.mi.us
Online Complaint Form:
http://www.cis.state.mi.us/mpsc/comm/comcomplaint.htm
Documentation Needed:
No fee. Staff will request a copy of page of telephone bill containing unauthorized charge.

Minnesota
Minnesota Attorney General's Office
445 Minnesota Street #900
St. Paul, MN 55101
(800) 657-3787
(651) 297-4139 fax
Online Complaint Form:
http://www.ag.state.mn.us
Documentation Needed:
No Fee. Staff may request a copy of telephone bill page containing unauthorized charge.

Mississippi
Mississippi Public Service Commission
P.O. Box 1174
Jackson MS 39201
(601) 961-5434
(601) 961-6429 fax
Documentation Needed:
No fee. Furnish the name on the account, telephone numbers, name of unauthorized carrier, copies of bills, name of local carrier, duration of problem, amount of money customer is disputing.

Montana
Montana Public Service Commission
P.O. Box 202601
Helena MT 59620-2601
(800) 646-6150
(406) 444-7618 fax
Online Complaint Form:
http://www.psc.state.mt.us
Documentation Needed:
No fee. Staff will request a copy of page of telephone bill containing unauthorized charge.

Nebraska
Nebraska Public Service Commission
300 The Atrium
1200 N street, P.O. Box 94927
Lincoln NE 68509
(800) 526-0017 (402) 471-3101
(402) 471-0254 fax
email:
celton@navix.net

Documentation Needed:
No Fee. Investigator will request a copy of page of telephone bill containing unauthorized charge.

Nevada
Public Utilities Commission of Nevada
Consumer Complaint Resolution Division
1150 East William Street
Carson City NV 89701-3109
(800) 992-0900 (775) 687-6000
(775) 687-6110 fax (702) 486-2595 fax
Documentation Needed:
Write a letter to the Consumer Division describing the facts of the alleged slamming, including any relevant documentation.

New Hampshire
New Hampshire Public Utilities Commission
8 Old Suncook Road
Concord NH 03301
(800) 852-3793
(603) 271-3878 fax
email:
puc@puc.state.nh.us
Online Complaint Form:
None
Documentation Needed:
No Fee. Staff will request a copy of telephone bill page containing unauthorized charge.

New York
New York State Department of Public Service
Office of Consumer Services
Three Empire Plaza
Albany NY 12223
(800) 342-3377
(518) 486-7868 fax
email:
None
Online Complaint Form:
http://www.dps.state.ny.us
Documentation Needed:
No fee. Staff will ask consumers for the name of the unauthorized carrier, copies of bills, details of discussions between consumer and phone companies.

North Carolina
North Carolina Utilities Commission - Public Staff
Slamming Section, Consumer Services Division, Slamming Section
Public Staff
4326 Mail Service Center
Raleigh NC 27699-4326
(919) 733-9277
(919) 733-4744 fax
email:
consumer.services@ncmail.net
Online Complaint Form:
None
Documentation Needed:
No fee. Must supply name on account, telephone numbers involved, name of unauthorized and preferred carriers, name of LEC, copy of pages of telephone bill containing unauthorized charge.

Ohio
Public Utilities Commission of Ohio
Public Interest Center
180 East Broad Street
Columbus OH 43215-3793
(800) 686-7826
(614) 752-8351 fax
email:
webmaster@puc.state.oh.us
Online Complaint Form:
None
Documentation Needed:
No Fee. Staff will request a copy of telephone bill page containing unauthorized charge.

Oklahoma
Oklahoma Corporation Commission
Consumer Services Division
P.O. Box 52000-2000
Oklahoma City OK 73152-2000
(800) 522-8154
(405) 521-2087 fax
Online Complaint Form:
http://occ.state.ok.us
Documentation Needed:
No fee. Investigator will request a copy of page of telephone bill containing unauthorized charge.

South Carolina
South Carolina Public Service Commission
P.O. Drawer 11649
Columbia SC 29211
(800) 922-1531 (803) 896-5230
(803) 896-4750 fax
email:
consumer@psc.state.sc.us

Documentation Needed:
No fee. Customer must provide a copy of the phone bill page(s) with the unauthorized company's charges.

South Dakota
South Dakota Public Utilities Commission
State Capitol building
500 E Capitol
Pierre SD 57501
(800) 332-1782
(605) 777-3809 fax
email:
eni.healy@state.sd.us

Documentation Needed:
No Fee. Staff will request a copy of complete telephone bill containing unauthorized charge.

Tennessee
Tennessee Regulatory Authority
460 James Robertson Parkway
Nashville TN 37243-0505
(800) 342-8359
(615) 741-8953 fax
Online Complaint Form:
http://www.state.tn.us/tra
Documentation Needed:
No fee. Staff will request a copy of page of telephone bill containing unauthorized charge.

Texas
Public Utility Commission of Texas
Customer Protection division
P.O. Box 13326
Austin TX 78711-3326
(888) 782-8477
(512) 936-7003 fax
email:
customer@puc.state.tx.us
Online Complaint Form:
http://www.puc.state.tx.us
Documentation Needed:
No fee. Staff will request a copy of page of telephone bill containing unauthorized charge, and a document containing the consumer's legal signature (usually a driver's license).

Utah
Public Service Commission of Utah
Utah Division of Public Utilities
P.O. Box 146751
Salt Lake City UT 84114-6751
(800) 874-0904
(801) 530-6512 fax (801) 530-6650 fax
email:
utilcomp@br.state.ut.us
Online Complaint Form:
http://www.commerce.state.ut.us/pubutls/compform.htm
Documentation Needed:
No fee. Provide name, address, telephone number, and a brief description of complaint. Division member will request a copy of phone bill page containing unauthorized charge.

Vermont
Vermont Department of Public Service
Consumer Affairs & Public Information Division
112 State Street, Drawer 20
Montpelier VT 05620-2601
(800) 622-4496
(802) 828-2342 fax
email:
vtdps@psd.state.vt.us
Online Complaint Form:
None
Documentation Needed:
No Fee. Staff will request a copy of telephone bill page containing unauthorized charge. Note: when sending email, include this in subject line: "Consumer Affairs".

Washington
Washington Utilities and Transportation Commission

Mail Stop: 47250
P.O. Box 47250
Olympia WA 98504-7250
(800) 562-6150
(360) 664-4291 fax
email:
Online Complaint Form:
http://www.wutc.wa.gov/
Documentation Needed:
No Fee. Staff will request a copy of telephone bill page containing unauthorized charge.

Wyoming
Wyoming Public Service Commission
Suite 300
2515 Warren Avenue
Cheyenne WY 82002
(888) 570-9905 (307) 777-7427
(307) 777-5703 fax (307) 777-5700 fax
email:
smcccow@state.wy.us
Online Complaint Form:
http://psc.state.wy.us
Documentation Needed:
No fee. Staff will request a copy of page of telephone bill containing unauthorized charge.

District of Columbia
Public Service Commission of the District of Columbia
Suite 200-West
1333 H Street NW
Washington DC 20005
(202) 626-5120
(202) 626-9210 fax
Online Complaint Form:
http://www.dcpsc.org
Documentation Needed:
No Fee. Staff will request a copy of telephone bill page containing unauthorized charge.

Puerto Rico
Telecommunications Regulatory Board of Puerto Rico
Arterial Hostos
Suite 901
San Juan, Puerto Rico 00918-1453
email:
None
Online Complaint Form:
None
Documentation Needed:
No fee. All complaints must be in writing. Complainants should provide all relevant documentation including any bills, receipts, promotional literature, etc., relating to the specific complaint.

Cramming

Generally, consumers aren't liable to pay for services they never authorized. If charges for extra services you never agreed to buy, such as voice mail, personal 800 numbers, paging, etc. are "crammed" onto your phone bill, contact the company listed on the page of your bill where those charges are described. Tell it to cancel the service and demand that the charges be removed. You should also demand a refund for any charges you may have paid before you noticed the problem.
Let the local phone company that sent you the bill know if you believe you have been crammed. Under voluntary industry guidelines, most local phone companies will remove disputed charges for these services immediately.
Your basic phone services can't be shut off for failure to pay the charges for the miscellaneous services that you are disputing, as long as you notify the local phone company about the problem immediately. Be sure to pay the rest of your bill on time.
For more details about your legal rights and to report "cramming" problems, contact contact the federal government agencies and state government agencies that monitor unfair billing practices. Your rights may vary according to the state you live in and other factors. Since more than one agency might be interested in receiving the information about your problem, contact each one.

Pay-per-call problems

If you find questionable charges on your phone bill for information or entertainment services provided through 900 or 800 numbers, call the company listed on the page of the bill where those charges are described. Under federal law, you have the right to dispute these types of charges if you:
- didn't make the call (you may be liable for calls that other people made from your phone);
- were billed the wrong amount;
- need more information about the charge;
- didn't get the services that were promised or they were misrepresented;
- were billed for calling an 800 number without agreeing in advance to be charged;
- already paid or were owed credits that don't appear on the bill;
- moved and the bill wasn't sent to your new address even though you gave the company your new address at least 20 days before the end of the billing period.
Contact the local phone company that sent you the bill and explain the problem. Deduct the disputed charges and pay the rest of the bill on time.
If after investigation of your dispute the 900 or 800 number company insists that the charges are legitimate, it may take other action to try to collect the charges. However, your basic telephone services cannot be shut off for refusal to pay for disputed 900 or 800 number pay-per-call services.
Be aware that the telephone company can block you from calling 900 numbers if it decides that you refused to pay for legitimate charges. You can also ask for blocking if you don't want anyone to be able to dial a 900 number from your phone.
If the pay-per-call service you are disputing was provided through a foreign phone number, resulting in a charge on your phone bill for an international call, contact your long-distance company as well as your local phone company. Your long distance service can be shut off for failure to pay long distance charges; your local service could also be affected depending on the utility regulations in your state. However, your long distance company may be willing to remove all or part of the charge. The federal pay-per-call rules do not currently cover international calls, but you may have specific rights under state law.
For more details about your legal rights and to report "pay-per-call" problems, contact the government agencies and state government agencies that monitor unfair billing practices. Your rights may vary according to the state you live in and other factors. Since more than one agency might be interested in receiving the information about your problem, contact each one.

Collect calls, calling card calls and other charges

If you spot questionable charges on your phone bill for collect calls, calling card calls, or other types of charges, call the number that appears on that part of your bill. Explain the problem and ask how you can dispute the charges.
Let the telephone company that sent you the bill know if you are disputing the charges.
For more details about your legal rights and to report telephone bill problems, contact contact the federal government agencies and state government agencies that oversee telephone companies. Your rights may vary according to the state you live in and other factors. Since more than one agency might be interested in receiving the information about your problem, contact each one.