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Slamming: A
long distance company suddenly connects
their service to your phone line without
first gaining your approval / acceptance
/ authorization.
Cramming: A company
other than your local phone company manages to insert charges on your local
phone bill. These are charges for calling cards, services or products which
you did not purchase or authorize but which are typically 'vague' in their
description.
Jamming: Your local
company puts an unauthorized, un-asked-for, 'PIC freeze' or block on your
telephone line, preventing change of long distance carriers. This prevents
you from changing long distance and LATA carriers, even when you want to.
Scamming: Phone bills,
charges, services and products are just as subject to illegal scams or
'doubtful deals' as any credit card or financial account. The customer
must be alert to all charges which appear on the phone bill.
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FEDERAL
COMMUNICATIONS COMMISSION
Review
the official FCC rules and position on Slamming,
including "Rules To Protect Consumers Against
Long Distance Service Generated by Telemarketers" and "If
You've Been Slammed".
FCC
CONSUMER ALERT - "Telephone Slamming"
http://www.fcc.gov/cgb/consumerfacts/slamming.html
Customers have the right to use any telephone carrier they
choose and to change carriers whenever they wish. It is important
for customers to select their own telephone company because different
companies charge different rates.
Contact
the FCC and tell them about your problem. Telecommunications
companies do not want trouble from the FCC,
so send a copy of your FCC complaint to the
company involved.
- Federal
Communications Commission
- 1919
M Street NW, Room 254
- Washington,
D.C., 20554
- (The
director of the PSD is Martha Contee)
The FCC cannot award monetary or other damages, except under very limited circumstances.
However, you may send a typed or legibly printed letter regarding suspected
violations of the TCPA or the FCC's rules to:
- Federal
Communications Commission
- Common
Carrier Bureau
- Consumer
Complaints
- Mail
Stop 1600A2
- Washington,
D.C. 20554
Your
letter should include the information in the
following checklist:
• Your name, address and a daytime telephone number.
- • The action
you are requesting, such as requesting a person or
business to:
-
- • stop
calling your home telephone number;
-
- • add
your name to their do-not-call list;
-
- • stop
sending unsolicited advertisements to your fax machine; or
-
- • stop
placing autodialed calls that simultaneously engage two or
more of your company's multiline business telephone lines.
- • The date you
requested to be added to the organization's do-not- call list,
and the name of the individual you spoke with.
- • The home or
business telephone number the solicitor called.
- • The name,
address and telephone number of the organization placing
the calls.
- • The dates
and times you received calls or fax messages from
the organization.
- • The telephone
number of the fax machine to which unsolicited
advertisements were sent.
- • Copies of
any unsolicited advertisements sent to your fax machine.
- • Whether or
not you have filed suit in state court, including the state where
any such suit was filed.
For
the FCC page on consumers: http://www.fcc.gov/cgb/
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FEDERAL TRADE
COMMISSION
You
can also contact the Federal Trade Commission.
If
you believe you are the victim of false or
deceptive telephone solicitation sales practices,
you should send your complaint to:
- Federal
Trade Commission
- Correspondence
Branch
- Drop
H486
- 6th
Street and Pennsylvania Avenue, N.W.
- Washington,
D.C. 20580
Another alternative is to write to the Federal Trade Commission at the following
address to request information about its Telemarketing Sales Rule which
protects consumers from deceptive and abusive telemarketing practices:
- Federal
Trade Commission
- Public
Reference Branch
- 6th
Street and Pennsylvania Avenue, N.W.
- Washington,
D.C. 20580
Information about the FTC's Telemarketing Sales Rule is also available
on the Internet at the following World Wide Web Site: http://www.ftc.gov
The Federal Trade Commission Guide to eCommerce and the Internet:
http://www.ftc.gov/bcp/menu-internet.htm
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CALIFORNIA,
MAILING YOUR COMPLAINT TO THE
PUBLIC UTILITIES COMMISSION:
What you must specify in a written complaint?
- • Your name
- • Mailing address and phone number
- • Name of the utility or carrier you are complaining
about
- • Address and telephone number of the utility or
carrier (if applicable)
- • The name of the utility or carrier representative
you contacted
(if applicable)
- • Your utility account number (if applicable)
- • A brief description of your complaint
- Please limit your complaint to two pages or less.
Where to mail your complaint?
Issues Concerning Billing and Service:
- CPUC - Consumer Affairs Branch
- 505 Van Ness Ave.
- San Francisco, CA 94102
FAXING
YOUR COMPLAINT:
To FAX a complaint
use
- (415) 703-1158 or
- (415) 703-1910
California PUC, Telecommunications
division is at:
http://www.cpuc.ca.gov/static/industry/telco/index.htm
Complete information about filing a California PUC complaint:
http://www.cpuc.ca.gov/static/forms/complaint.htm
OTHER
PUC's
For the link that allows
you to click directly to the web page of your state PUC:
http://pscbbs.dps.state.ny.us/stateweb.htm
For a list of all
the state utility agencies (PUC, PSC, Dept. of xx, etc.):
http://www.pueblo.gsa.gov/crh/utility.htm
More direct references
to names and phone numbers of the state agencies that regulate the intrastate
telecommunications industry are available on the Internet at the following
World Wide Web Site:
http://www.fcc.gov/wcb/iatd/state_puc.html
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CONCERNING
TELEPHONE SERVICES
What
can I do if my long distance provider was changed without my knowledge
or permission?
If your long distance company has been changed without
your authorization, you should contact your local telephone company
to get switched back to your original carrier within 90 days to avoid
any switching charges. To eliminate any future switches without your permission,
please contact your local telephone company. You are still responsible
for payment of the calls made but you can ask the carrier that switched
you to re-rate the calls to your original carrier. If you wish to report
the carrier who switched you without your permission or need assistance
in getting a credit, you may contact the Consumer Affairs Branch.
Who is responsible for repairing my
inside telephone wiring?
A premise visit charge may be required if the phone company
has to come out to your home or business to locate a service problem that
is found on your side of the telephone block. Repairs to your inside wiring
or telephone equipment is a competitive service that may be done by anyone.
You may also pay your local phone company a small maintenance fee each
month to maintain your service for you.
Do I have a choice of local telephone
companies?
Local competition is now available in areas served by
Pacific Bell and General Telephone Communications. If you wish to obtain
a list of companies approved by the Commission to provide local service
in California, please write or telephone the Consumer Affairs Branch.
Is Caller ID legal?
Caller ID is now in effect. For answers to all
your blocking questions, contact your local telephone company. If you
have concerns or complaints that are not resolved by the phone company,
you may contact the Consumer Affairs Branch.
What are the taxes and surcharges
on my telephone bill?
The Commission has been ordered by the Legislature to
implement the various surcharges that appear on your telephone bill. For
an explanation of these surcharges contact the utility that is collecting
them. Many municipalities in California have assessed utility taxes. If
you have a question concerning the local tax that appears on your bill,
contact your city or county office. Also, the federal government collects
a 3% excise tax on all telephone charges.
How do I dispute charges on my cellular
phone bill?
The FCC has preempted state utility commissions from
rate regulation. If you are disputing the rates, please write to:
- FCC Mail Stop Code
- 1600-A
- Washington, DC 20554
What do I do if I have trouble with
a pay phone?
Customer Owned Pay Telephones (COPT) are privately owned.
The phone must have a sign with the name of the owner and instructions
on how to report a problem with the phone. The phone should also include
the name of the long-distance company providing service, pricing information,
and dialing instructions. If you wish to report problems with a pay phone
you may contact the Complaint Hotline at 1-800-473-6220.
Why are there so many new area codes?
Californians increased use of telecommunication services
such as cellular phones, pagers, modems, faxes and the advent of local
service competition has gobbled up phone numbers. To meet this demand
area codes in California will double from 13 to 26 by the next century.
Consumer protection information on disputing
credit card charges:
http://www.ftc.gov/bcp/conline/pubs/credit/fcb.htm
The American Bar Association's guide to safe shopping:
http://www.safeshopping.org
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