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Buyer Beware
Consumer Rights
Shopping for Long Distance
Buyer Beware
You have the right to choose the long distance carrier that has the
best plan for your needs. Long distance companies are aggressively
competing for your long distance dollars. It is up to you to carefully
read any offers and beware of deceptive marketing tactics. Here are
a few to be aware of:
Slamming
Unauthorized switching of your phone service from your long distance
carrier to another without your consent. This practice may involve
misleading marketing or outright fraud. Prohibited by Federal law
and the FCC. The FCC requires a long distance company to obtain your
authorization before changing your long distance provider.
Checks in the Mail
Be cautious about checks from telephone companies offering money to
switch to their service. Some companies may not put you on their best
savings plan and you can end up paying more in monthly rates than
the value of the check. Look on the back of the check to see if you
need to mark a box to receive discounted service. The check must clearly
state that the customer is authorizing a change in service and offer
a full explanation of the charges you are authorizing next to the
signature of the check. If you do cash the check, quickly call the
carrier's customer service to make sure that you have been placed
in the best discount program.
Huge Discounts
Some long distance companies encourage you to switch by offering "huge
discounts." Often they are only comparing their rates to the highest
rates of well-known carriers and may charge a hidden monthly access
fee.
Introductory Offers
Some companies may give you a discounted rate for a limited time then
increase your rates until you cancel. Some even charge a fee for change
in service. Ask about fees and cancellation policies before you sign
up.
Fine Print
Before signing up, read the fine print of promotional materials for
monthly fees and other charges.
Verification Gimmicks
Some companies may call offering a great deal for one service, but
when you speak to a verifier to complete the sale they may attempt
to sell you additional services. Be completely clear on the deal before
you are transferred to the verifier. Then listen carefully to confirm
that you are buying only what you agreed to.
Consumer Rights
The right to make an informed decision by comparing products and
services.
Several consumer groups make resources available to help your search:
The FCC's National Call Center, provides consumer information on telephone
issues. 1-888-CALL-FCC (1888-225-5322). The Tele-Consumer Hotline
offers free publications to address telecommunication related issues.
Send a self-addressed stamped envelope to Tele-Consumer Hotline, PO
Box 27279, Washington D.C. 20005
The right to avoid slamming.
You can get a "carrier freeze" from your local carrier to prevent
changes to your carrier unless you change it directly.
The right to change to another carrier.
You may be charged a PIC Switching Fee for a change in service or
for canceling your existing service. Remember to contact your local
carrier if you have a carrier freeze.
The right to complain.
If reporting problems to your telephone company does not get a solution,
consider contacting: Your state Attorney General's office about fraudulent
or deceptive practices. Check the government section of your phone
book. The FCC about slamming or out-of-state long distance problems.
Write to: FCC, Common Carrier Bureau, Consumer Complaints, Mail Stop
1600A2, Washington, DC 20554. Your letter should include your name;
address; day-time telephone number; a summary of your complaint; the
names, addresses, and telephone numbers of all companies involved
with your complaint; the telephone number involved with your complaint,
such as your home or business telephone number; copies of disputed
telephone bills and other documents, such as promotional material
or the form used to change your long distance service; and the action
you are requesting, such as a credit or refund for disputed charges.
The National Advertising Division (NAD) of the Council of Better Business
Bureaus (CBBB) about complaints concerning inaccurate or misleading
national advertisements for telecommunications products or services.
NAD is the advertising industry's voluntary self-regulation program.
It was designed by an alliance between the advertising industry and
the CBBB to review and monitor national advertising to ensure its
truthfulness and accuracy. You can register a complaint by writing
to: National Advertising Division, 845 Third Avenue, 17th Floor, New
York, NY 10022.
The right to get a refund.
If your telephone company is switched without your authorization,
call your local telephone company and your original carrier to be
switched back immediately at no charge. You should also receive a
refund if you were charged a switching fee or billed at higher rates
than your own carrier's rates.
For more information visit the FCC's website: http://www.fcc.gov/cib/consumerfacts/Smartshoppin.html
Shopping for Long Distance
The very first step is to know yourself, your calling patterns, who and where you call the most. Are the majority of your calls in-state or out-of-state?
When do you place your calls: days/ nights, evenings/weekends?
What is your average monthly bill?
Deciding on a Long Distance Carrier
Find out if companies have a monthly charge, monthly minimum charge
or per-use charge.
Is there a service contract?
Is there a fee for canceling early?
Will you receive a bill in the mail?
Can you pay with direct withdrawal or a credit card?
Is there a discount for using a credit card?
Does the company have a toll-free number with 24-hour customer service?
What is the number to call for repairs and billing problems?
Can you create a package of multiple services to meet you needs?
Are there special services for customers with speech, hearing or vision
problems?
Are discount services available for low-income consumers?
For more information:
http://www.fcc.gov/cib/consumerfacts/lowerbill.html
http://www.ftc.gov/bcp/conline/pubs/services/yourcall.htm
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