Be careful when placing collect or other
operator-assisted calls, or you or the party you’re calling may wind up
paying more than you expected.
The unexpected charges may come as a result of a scheme
that takes advantage of individuals who misdial phone numbers. The scheme
goes something like this: You place a collect call from a public phone or
payphone, intending to use a service like 1-800-CALL-ATT or 1-800-COLLECT.
But you misspell or hit an incorrect button when dialing. You accidentally
dial something like 1-800-CALLLAT. You get connected to the party you wished
to call, but the phone company that connects you is not the one you thought
you were using. Instead, it is a company that secured 800 numbers similar to
well-known ones (i.e., a company secures the number “800-CALLLAT”). The
company is likely hoping that you might accidentally misdial your intended
number. If this happens, you are probably unaware you are using a different
phone carrier than the one you intended to use because you don’t know you
misdialed. Often, the company won’t identify itself to you or the person
receiving the collect call before connecting the call.
Surprise! The charge for the misdialed call is two or
more times higher than it would have been had you reached the carrier you
intended to use.
To Avoid the Scheme
CALLERS PLACING COLLECT CALLS:
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Dial carefully. Listen on the handset to make
sure you hit each number only once. If you aren’t sure you dialed correctly,
hang up and start again.
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Listen carefully. Once you’ve made the call,
listen for the provider identification. If you placed the call from a public
(hotel, airport, etc.) phone or payphone, the Federal Communications
Commission (FCC) has rules that require the provider to orally identify
itself before your call is connected and billed. The rules also require the
provider to give you directions on how to determine the price of your call.
If you don’t hear a provider identification, ask the operator (if you are
able to reach a live operator) who the provider is and what the rates are.
If the provider or rate is not what you wanted, hang up and dial again. If
you do not hear a provider identification and you can’t reach an operator,
hang up and dial again.
RECEIVERS OF COLLECT CALLS:
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Ask if uncertain. When a collect call is
connected, listen for an identification of the service provider before
accepting the charges. If you don’t hear the provider identified, say “no”
to the collect call until you’re able to find out who is connecting the
call. If it’s a provider that’s not familiar to you and/or you’re not
comfortable with, ask for the per-minute rates. If you don’t get an answer,
say “no” to the call. If possible, ask the person who is calling to call
again using the intended provider.
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Review phone bills carefully. Although this
review may not prevent you from becoming a victim of this scheme, it may
help you avoid it in the future. If you or your family frequently make
collect or other operator-assisted calls from public phones or payphones, be
aware of the dangers of misdialing.
Filing a Complaint with the FCC
If you suspect you’re a victim of this scheme, contact
the phone company that charged you for the call in question. The company’s
number should be listed on your phone bill. If you can’t resolve the matter
directly, you can file a complaint with the FCC. There is no charge for
filing a complaint.
You can file your complaint using the on-line complaint
Form 2000B found on the FCC Web site at
www.fcc.gov/cgb/complaints.html. You can also file your complaint with
the FCC’s Consumer Center by e-mailing
fccinfo@fcc.gov; calling 1-888-CALL-FCC (1-888-225-5322) voice or
1-888-TELL-FCC (1-888-835-5322) TTY; faxing 1-866-418-0232; or writing to:
Federal Communications Commission
Consumer & Governmental Affairs Bureau Consumer Inquiries and
Complaints Division 445 12th Street, SW Washington, DC 20554.
What to Include in Your Complaint
The best way to provide all the information the FCC
needs to process your complaint is to complete fully the on-line complaint
Form 2000B. If you do not use the on-line complaint Form 2000B, your
complaint, at a minimum, should indicate:
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your name, address, e-mail address, and phone
number where you can be reached;
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the telephone and account numbers that are the
subject of your complaint;
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the names and phone numbers of any companies
involved with your complaint;
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the amount of any disputed charges, whether you
paid them, whether you received a refund or adjustment to your bill, and
the amount of any adjustment or refund you have received, an explanation
if the disputed charges are related to services in addition to residence
or business telephone services; and
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the details of your complaint and any additional
relevant information.
For More Information
For information about other telecommunications issues,
visit the FCC’s Consumer & Governmental Affairs Bureau Web site at
www.fcc.gov/cgb, or contact the FCC’s Consumer Center
using the information provided for filing a complaint.
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Federal Communications Commission · Consumer
& Governmental Affairs Bureau · 445 12th St. S.W. ·
Washington, DC 20554 |
1-888-CALL-FCC (1-888-225-5322) ·
TTY: 1-888-TELL-FCC (1-888-835-5322) · Fax: 1-866-418-0232 · www.fcc.gov/cgb/
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