If you are having billing or service problems with your cellular provider, you can file a complaint with the Federal Communications Commission. Please keep in mind that it will take several weeks for the problem to be resolved, hopefully, in your favor. Also, file with the Federal Trade Commission. See earlier post under credit card scams for a link to their website. AND, file your consumer complaints! Good luck!
Procedures for Filing a Consumer Complaint
A complaint letter or form provides an easy means to resolve a complaint. Before filing an informal complaint with the Federal Communications Commission (FCC), you should try to resolve the complaint with the compan providing service.
Written complaints regarding services provided from one state to another (interstate), foreign communications should be directed to the FCC. Complaints about a lack of accessibility to persons with disabilities of telecommunication services and equipment should also be directed to the FCC.
Consumers may file either an informal or formal complaint. There is no fee for filing an informal complaint. However, a filing fee applies to each formal complaint filed with the FCC. There are several methods to file an informal complaint with the FCC. You may telephone us at 1-888-CALL-FCC and TTY: 1-888-TELL-FCC, fax us at 202-418-0232, email us at fccinfo@fcc. Gov, fill out an online complaint form at: www.fcc. Gov/cib/ccformpage.html, or simply send a letter in your own words describing the problem to:
Federal Communications Commission
Consumer Information Bureau
Consumer Complaints
445 12th Street, SW
Washington, D.C. 20554
To help us service you better, we ask that you include the following in your typed or legibly printed letter:
Your name, address and the telephone number or numbers involved with your complaint; A telephone number where you can be reached during the business day;
The name of the local telephone company; (if telephone related)
Specific information about your complaint, including the names of all companies involved with your complaint;
Names and telephone numbers of the company representatives that you contacted, the dates that you spoke with these representatives, and any other information that would help process your complaint; Indicate the relief that you are requesting, such as a credit or refund;
Include a copy of the bill (s) listing the disputed charges; and
Calls placed from a telephone location, such as a hotel, motel, convenience store, airport, etc., you should include: the name of the Operator Service Provider providing long distance service for that telephone; the name, address and telephone number for the hotel, convenience store or entity where the telephone is located; and the number
on the telephone, and the telephone vendor (if identified on the telephone).
FCC Procedures for Processing an Informal Complaint
All complaint letters are reviewed to make sure the issues are within the FCC's jurisdiction. Complaints are sent to other federal or state agencies, if the issues raised within the complaint are more appropriately handled by those agencies. The complainant will receive a copy of the referral letter if we send a complaint to another
agency.
If the complaint issues are within the FCC's jurisdiction, the Consumer Information Bureau (CIB) sends or "serves" the complaint, under a cover document called a Notice of Informal Complaint, on the company identified in the complaint letter. The company is directed to satisfy or answer a complaint based on a thorough and
complete review of all relevant records and other information and to report the results, in writing, to the FCC within a prescribed time period, usually 30 calendar days.
Under the FCC's rules, the person filing the complaint should receive a copy of the company's response at the same time that the company files the response with the FCC. The FCC reviews the complaint and the company's response to ensure that the company fully addressed all of the issues and that the company's actions are consistent with relevant statutory provisions, FCC rules and decisions, and industry practices. After this review, the CIB decides what additional action, if any, is required.
If it appears from the complaint and from the company's response that the company may not be in compliance with the law, the FCC will take appropriate action. After the review process is completed, the CIB will send a letter to the complainant advising them that the complaint review have been completed.
If you are not satisfied with the carrier's response to your complaint, the Commission's rules allow you theopportunity to either file a formal complaint or seek relief through civil court.
For general information, you may contact the FCC's Consumer Information Bureau in the following ways:
Via Internet at www.fcc. Gov/cib
Consumer Center, 1-888-CALL-FCC and TTY: 1-888-TELL-FCC
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