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Background
A pre-paid phone card is a card you
purchase to make long distance phone calls. Many people use a
pre-paid phone card because of the card’s convenience - it can
be used anywhere and, because you pay in advance, there is no
bill. Pre-paid phone cards are popular among travelers,
students, people who frequently call overseas, and those who
haven’t selected a preferred long distance telephone company.
The cards are sold in stores everywhere.
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International Calls
Rates for international calls using
pre-paid phone cards can vary dramatically, based on the
country that you call or the way that you make the call.
Pre-paid phone cards may offer rates that are much lower
than a telephone company’s basic international rates.
How Do I Use a Pre-Paid Phone Card?
A toll-free access phone number and a
personal identification number (PIN) are usually printed on
each phone card. To make a phone call, you dial the access
number and then enter the PIN.
An automated voice will ask you to
enter the phone number you are calling, and tell you how
much time you have left on your card. It might also give you
other information or options. |
Tracking Time
Phone card companies keep track of how much
of a card’s calling time is used by the card’s PIN number. You
can add time to some pre-paid phone cards, and the added cost
can usually be billed to a credit card. Other cards are designed
to be discarded once you have used all the time. Also, pre-paid
phone cards often have expiration dates. Make sure to keep track
of the date on which your card expires so you don’t lose unused
minutes.
Who Makes Your Pre-Paid Phone Card Work?
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Telephone Companies are responsible
for the telephone lines that carry calls;
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Resellers buy telephone minutes from
the telephone companies;
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Issuers set the card rates and
provide toll-free customer service and access numbers;
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Distributors sell the cards to the
retailers; and
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Retailers sell the cards to
consumers, but may have no control over the quality of service.
Common Complaints Associated with Pre-Paid
Phone Cards
As pre-paid phone cards are increasing in
popularity, some common complaints are:
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access numbers and/or PINs that don’t work;
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service or access numbers that are always
busy;
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card issuers that go out of business,
leaving people with useless cards;
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rates that are higher than advertised, or
contain undisclosed fees;
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cards that charge you even when your call
does not go through;
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poor quality connections;
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cards that expire without the purchaser’s
knowledge; and
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per-call fees deducted from the time.
How Can I Avoid Any Problems?
Make sure you understand the rates in effect
for your particular phone card. Also check the expiration date,
look for a toll-free customer service number provided with or on
the card, and make sure you understand the instructions on how
to use the card. You may also want to ask your friends and
family to recommend cards they have used and liked.
What Should I Do if I Have a Problem with a Pre-Paid Phone Card?
First, try contacting the card issuer, who is
usually listed on the back of the card (or who can be determined
by calling the customer service number listed on the card). If
that doesn’t work, you can file a complaint with the FCC. You
can file your complaint using an FCC on-line form found at
esupport.fcc.gov/complaints.htm. 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, D.C. 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. When you open the on-line complaint
form, you will be asked a series of questions that will take you
to the particular section of the form you need to complete. If
you do not use the on-line complaint form, 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 names and phone numbers of any
companies involved with your complaint (it’s a good idea to
provide ALL of the information obtained on the calling card
at issue, including any associated information that came
with the card);
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the amount of any disputed charges,
whether you paid them, whether you received a refund or
adjustment to your bill, 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.
Other Problems
If you are having a problem with the local
retailer (such as a discount store, local market, etc.) from
which you purchased the card, try calling or writing your local
Consumer Affairs or Better Business Bureau or state Attorney
General. These phone numbers are often found in the blue pages
or government section of your local telephone directory.
In some cases, pre-paid phone cards are
marketed by companies other than the telephone company or
service provider. If you have concerns about deceptive or false
advertising or marketing practices by these entities, you can
seek additional assistance from the Federal Trade Commission by
visiting:
www.ftc.gov/bcp/consumer.shtm. You can also submit a
complaint to the FTC on-line at:
https://www.ftccomplaintassistant.gov/; by calling toll-free
to 1-877-382-4357 (voice) or 1-866-653-4261 (TTY); or writing
to:
Federal Trade Commission
CRC-240
600 Pennsylvania Ave., NW
Washington, DC 20580.
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For More Information
For information about other communications
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
