Prepaid Calling Cards: How to Complain about Prepaid Calling Cards

Some states have laws or regulations specifically governing prepaid calling cards, others do not. But in many cases laws relating to consumer protection and contract law will apply to prepaid calling cards.  Consumers who don't get full value from a card, or who don't get the deal advertised, are encouraged to report their problems – that is one of the best ways that consumers can impact the market.

Complaining to the card issuer

The card should display a toll free customer service number. The industry's trade association, the International Telecard Association, also runs a toll-free Consumer Hotline at 1-800-333-3513.

If your problem is not resolved by the card issuer, contact your state Public Utility Commission, local Consumer Protection office, and/or your state Attorney General.

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. Several states have passed laws and regulations requiring disclosures on prepaid calling cards. Even if your state has not, complaining to your state regulator helps establish the need for such disclosures.

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 state attorneys general offices and consumer protection agencies.

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 and calling card issuers, 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 the Federal Trade Commission

You can also file a complaint through the Federal Trade Commission. 

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.