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The FCC has learned of a telephone scam that originates
in Mexico and apparently targets people in Hispanic communities, or with
Spanish surnames.
Consumers report that they have been deceived into
accepting a collect call from a particular family member when, in fact, the
call is from a stranger. The consumer is then fraudulently billed a large
amount for a call that lasts a few minutes or less – or for a nonexistent call.
This scam seems to be prevalent in Spanish-speaking
communities in California, Texas, Florida, New York and Illinois.
Here’s How it Works
An operator calls the consumer’s residential telephone
number and tells the consumer he/she has a collect call from a family member
who has an emergency or an important message. The operator has all the
relevant information – the family’s last name, husband’s name, wife’s name,
etc. The operator provides the consumer with the “calling family member’s”
name. The consumer accepts the operator-assisted call, assuming there is a
real emergency or message. Upon accepting the call, the consumer is then
connected to a complete stranger who gives information that is not related to
the consumer’s family. Realizing the call is a fraud, the consumer immediately
hangs up, but is still billed for the call.
In some cases, the consumer is not even allowed to
respond “yes” or “no” in accepting the call; the operator automatically puts
the call through without waiting for an affirmative response. Other times, the
consumer actually declines the call and is still charged a very high rate for
a collect call that was never accepted.
Here’s How to Avoid This Scam
Consumers should use voice recognition as a tool for
identifying the person placing the collect call. Specifically, consumers
should ask the operator to have the person placing the collect call speak his
name, instead of allowing the operator to say the name of the person placing
the collect call. Also, consumers should carefully examine their monthly
telephone bills for accuracy, and report errors to the company billing for the
erroneous charges.
Filing a Complaint with the FCC
Consumers who become victims of this scam 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 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 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 submit 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
