Local Phone Services: Common Consumer Complaints about Local Phone Bills

According to the Federal Communications Commission the most common consumer complaints about local phone service are related to billing errors and questionable fees. Consumers file complaints with the FCC about credits, refunds, or adjustments allegedly owed to the subscriber and about specific line item charges. 

Two types of these complaints to the FCC are "slamming" and "cramming."   Slamming is when your provider changes your plan or your service is switched to another company without your permission. Cramming is when your bill has unauthorized, misleading, or deceptive charges.

The best way to make sure that you are not being slammed or crammed is to read your bill closely.   Look for odd charges with labels such as "service charges" and "membership."

Federal guidelines require phone bills to be accurate, understandable, and easily organized. But that's often easier said than done.

As you read your home phone bill, ask yourself the following questions:

• Are the charges consistent with what I ordered? Especially when you get your first bill, check to make sure that you're only being charged for the services you ordered at the price you agreed to when you purchased the service. Check your phone bill periodically and ask your telephone company about any price increases you were not aware of.

• Do I recognize the names of all the companies listed on my bill?  If not, call your phone company and ask for an explanation.  If you see an unfamiliar company name on your bill, you may have been "slammed" or "crammed."  

• Did I order these services?  If you do not know what service was provided for a charge listed on your bill, ask the company that billed the charge to explain the service before paying the bill. There may have been an error or misunderstanding between you and the company when you ordered service. Or you may have be a victim of "cramming."  Keep track of calls you make to 900 numbers and other types of telephone information services.  These records can be helpful when billing descriptions are unclear and when you are disputing charges.