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Consumers have informed the Federal Communications
Commission (FCC) that they have been billed for international calls that
occurred as a result of using local (domestic) Internet service providers to
access Web sites. The FCC is monitoring the situation. There are some
precautions you can take to minimize your chances of becoming a victim.
Here's How It Works
Some Web sites encourage computer users to download
software in order to view certain material. Unknown to that user, the
downloaded software disconnects his or her computer's modem and then
reconnects it using an international long distance number. Also, some Web
sites' pop-up advertisements may install spyware-type programs that initiate
the same action on a computer modem, even if the user does not click to accept
an offer. The result: the modem may actually be placing a call to places as
far away as Chad, Madagascar, Vanuatu, or other countries, and the computer
user may be billed for an international call.
IMPORTANT: Don't download programs from the
Internet without reading the disclosures. Some Web sites may be advertised as
"free and uncensored" or may allow information to be downloaded.
However, a pop-up window with a disclaimer should appear. The disclaimer
usually reveals information on possible charges or the rerouting of the Web
site. It may say, "you will be disconnected from your local Internet
access number and reconnected to an international location" (which may be
Chad, Madagascar, Vanuatu, or some other country). It is important that
consumers read the disclaimer to learn what charges will be assessed before
they click the box. If they still choose to download, consumers should be
prepared to receive a phone bill with high international toll charges. There
may also be charges from a non-telecommunications company that provides a
billing service to the Web site in question.
To minimize the risk of this happening: 1) individuals
should ask their local phone company for an INTERNATIONAL BLOCK on their
computer line; 2) individuals who acquire broadband Internet access should
consider disabling their modems; 3) individuals should take advantage of
firewalls, virus protection, and anti-spyware programs, and ensure that they
have downloaded the latest updates of their operating systems and internet
browsers.
Filing a Complaint with the FCC
If you encounter this situation, you can file a complaint
with the FCC. There is no charge for filing a complaint. You can file your
complaint using an FCC on-line complaint 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 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 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 residential or
business telephone services; and
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the details of your complaint and any additional
relevant information.
Filing a Complaint with the Federal Trade Commission
(FTC)
If you feel that you are a victim of an international
phone scam, you can file a complaint with the FTC online at https://www.ftccomplaintassistant.gov.
You can also file a complaint by calling the FTC toll free at 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.
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 |
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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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Federal Communications Commission
