Local Phone Services: How to Complain about Local Phone Service

Frustrated with your home phone service?  Get your concern heard, file a complaint.  To get results you should be prepared to provide as much information as possible.  Make sure to save all contracts, "terms of service" agreements, bills, receipts, owner's manuals, etc, to support your claim.

Complaining to your provider

When you have a complaint, start by asking your local service provider to resolve it. Your monthly phone bill should have contact information for your phone company listed somewhere, and will generally be in the form of a 1-800 number.  However, if you are unable to find it on the bill, check your residential phone book for a listing of local service providers in your area; it should have a phone number listed for your company.

The Federal Citizen Information Center web site lists corporate contact information for dozens of firms, including many (but not all) telecommunications companies. 

Complaining to your State Public Utility Commission (PUC)

Each state has a government agency, generally called a "public utility commission" (PUC), "public service commission" (PSC) or "corporation commission" that oversees telephone companies. Complaints about local and long distance wireline service should be filed at state utility commissions.

To locate your state's 'PUC' on the web, visit the National Association of Regulatory Utility Commissioners and find your state on the interactive map or dropdown menu. PUC web sites will typically provide contact info and/or online methods of filing a complaint.

Complaining to the state attorneys general offices

State attorneys general and consumer protection offices will often handle complaints about fraud and contract disputes.  Some provide mediation services. Based on consumer complaints, state attorneys general have filed lawsuits against phone companies, resulting in refunds to consumers and agreements by some companies to reform certain practices.

Find your Attorney General and your local consumer protection agency.

Complaining to Better Business Bureau

Better Business Bureaus (BBB) are nonprofit organizations supported by business members. The BBB will take consumer complaints and attempt to resolve them. For more information on BBB and to locate one in your area, see.

How to File a Compliant Checklist:

When filing a complaint, explain in detail, with documentation, what the problem is, who it is with, what you have done and what you want to be done. 

Identify the business.  Include the name and current address of the business.  An agency will not be able to help very much without the firm's current address.

Describe the problem.  Describe as completely as you can the problem with the product or service you have purchased.  Were you told something that was untrue?  Describe what you were told and how it was untrue.

Explain what you want the business to do.  Specifically state how much money should be refunded or exactly how you want a product fixed or a service performed.

Include photocopies/documentation.  In written complaints, always include photocopies of documents relevant to your complaint, including receipts, warranties, both sides of cancelled checks, contracts, etc.  Do not send originals.  Only send copies, except upon request of the agency to which you are making your complaint (and if you're asked to send the original, make sure you keep a copy).  Often agencies that allow you to file complaints on line will ask for a follow-up in writing, with supporting documentation.

File your complaint with all appropriate agencies.  Remember, the squeaky wheel gets the grease. Sometimes it is not clear if a state or federal agency should handle a complaint. Not all complaints filed with government agencies result in fines or meaningful actions, but voicing concerns to regulators will ensure that disputes and inquiries are recorded and responded to.