Sensible Tips For Resolving Billing Disputes - One of the most common consumer complaints about telecommunications services is billing disputes. Despite carriers' often shoddy records when it comes to resolving customer complaints, there are some common sense tips that can help consumers resolve their billing disputes quickly. First, consumers should remember to be specific about the problem and how it should be fixed. If there is a specific line item in dispute, customers should be sure to state that when speaking with the company. Second, consumers should take notes of all calls, including the date and time of the call and the name of the person spoken to for future reference. Third, if the customer service representative cannot or will not resolve the problem, don't be afraid to ask to speak to the supervisor. If all else fails, consumers can call their state Public Utility Commission (PUC) or file a complaint with the FCC. See the table below for relevant contact information.
| Long Distance Carriers | Phone |
| AT&T | (800) 222-0300 |
| Bellsouth | Click here(iii) to find the number for your state |
| MCI | (800) 444-3333 |
| Qwest | (800) 860-2255 |
| SBC | Click here(iv) to find the number for your state |
| Sprint | (800) 877-4646 |
| Verizon | Click here(v) to find the number for your state |
| Wireless Carriers | Phone |
AT&T Wireless Digital
(TDMA customers) | (800) 888-7600 |
AT&T Wireless Next Generation
(GSM/GPRS customers) | (866) 293-4634 |
| Cingular Wireless | (866) 246-4852 |
| Nextel | (800) 639-6111 |
| Sprint PCS | (888) 211-4727 |
| T-Mobile | (800) 937-8997 |
| Verizon Wireless | (800) 922-0204 |
| State and Federal Agencies | Contact Information |
| State Regulatory Commissions | Click here(vi) to find your state's regulatory commission |
| Federal Communication Commission | Click here(vii) to file a complaint with the FCC |
SPAM WATCH
Tips to Avoid Getting Burned By "Spim" - The latest avenue for spammers to annoy Internet users is via "spim," or spam instant messages. While the number of spim messages being sent still pales in comparison to the estimated 2 billion spam e-mails sent per day, spim is growing rapidly. Ferris Research estimates that 4 billion spim messages will be sent in 2004. Fortunately for consumers, spim may be easier to block than traditional e-mail spam. First, consumers should make sure to enable options that allow only members of their "buddy lists" to contact them. Second, consumers should avoid posting their instant messaging IDs on public chat rooms or bulletin boards as "spimmers" often use software that scours the Internet harvesting instant messenger IDs to be spimmed. Finally, if a suspicious instant message is received, don't click on any link or accept a file transfer from the sender. Spimmers often embed code in these links and files that copy buddy lists for further spimming. If you do receive an unwanted IM, simply click on the icon that will block that address or screen name. Finally, some software allows you to click and report an abuse to the ISP for further possible action. For specific information about blocking, go to the web site for your IM provider:
WIRELESS WATCH
Recycling or Donating Cell Phones Helps Communities and the Environment - As millions of wireless consumers switch to next-generation phones, proper disposal of old phones is becoming an important environmental concern. Wireless phones contain a number of potentially toxic components that can pollute the air if incinerated or leak into ground water in landfills. Fortunately, many wireless carriers and other organizations offer free ways for consumers to dispose of their old wireless phones and collect a tax deduction. For example, AT&T Wireless customers(viii) can drop off their old phones at any AT&T Wireless retail store. Nextel customers(ix) can also drop off their phones at Nextel retail stores as part of the Red Cross's Donate-a-Phone program. Sprint PCS's Project Connect(x) benefits Easter Seals and the National Organization on Disability by reselling or recycling phones donated at Sprint retail stores. Verizon Wireless's HopeLine program(xi) refurbishes phones donated at Verizon Wireless stores and distributes them to domestic violence shelters and prevention programs nationwide. For more information on how consumers can put their old phones to (tax-deductible) good use, click here(xii) .
TRAC IN THE NEWS
New TeleTips Charts Can Save Consumers 75% or More on Long Distance Bills - TRAC released updated editions of its popular TeleTips Residential Long Distance Comparison Chart and TeleTips Small Business Long Distance Comparison Chart this week. "Residential and small business users often make their decision on which long distance carrier to use based solely on a carrier's heavily advertised per-minute rates," said Samuel A. Simon, TRAC's founder and Chairman, "however, taking into account additional costs such as per-call surcharges and other fees can quickly eliminate savings from a low per-minute rate. TRAC's TeleTipsTM comparison charts help consumers calculate the true costs of each plan based on a 'shopping-basket' tailored to their particular calling habits." The TeleTipsTM Comparison Charts provide a comparison of 66 different plans - 19 for small businesses users and 47 for residential users looking for the most cost effective way to meet their long distance telephone needs. Both contain a comparison based on usage patterns, as well as a break-down of features and services for the leading interstate calling plans from all of the major long distance carriers. Click here(xiii) for more information on how TRAC's new charts can save consumers money and look for useful money-saving tips from the charts in upcoming editions of
TRACNotes.
Yearly Phone Bill "Checkup" Can Save Consumers Money - TRAC was quoted in the March 28th editions of the Chicago Tribune, Hartford Courant, Baltimore Sun, and Morning Call (Allentown, PA), urging consumers to examine their phone bills to make sure that they are getting the best deal possible. "People are spending too much," said John Breyault, TRAC Research Associate. "We tell people that like getting a checkup from a doctor once a year, do the same thing for your telecommunications expenses, particularly your long-distance bill." Click here(xiv) to access the Chicago Tribune article.
INTERESTING LINKS
FCC Main Page - http://www.fcc.gov
FCC Complaint Form - http://svartifoss2.fcc.gov/cib/fcc475.cfm
List of State Regulatory Commissions - http://www.naruc.org/resources/state.shtml
What do you think? Got a tip you want to share? Nominate your “Scam of the Week” and your “Tip of the Week” – If we select your submission, we’ll give you a one-year free membership in TRAC and acknowledge your contribution by name in TRACNotes. Send an e-mail to trac@trac.org to submit your ideas!
©2004 Telecommunications Research and Action Center. TRAC grants unlimited rights to reproduce TRACNotes or any information contained in it provided attribution is given as follows: "Source:Telecommunications Research and Action Center. http://www.trac.org"
Endnotes
