Charges on Your Bill
Starting in 1998, you have probably noticed new charges on your local and/or long distance phone bill. The telecommunications industry changed drastically when the federal Telecommunications Act of 1996 was passed. This law was designed to create a market where consumers can choose who they want as their local phone company. Because of these developments, the Federal Communications Commission (FCC) has made several decisions that affect how companies recover the costs of providing service. That’s why your bill could include new charges or changes in existing charges.

Federal Subscriber Line Charge (SLC) - The FCC allows local telephone companies to recover the cost of providing a telephone line to a home or business through the federal Subscriber Line Charge (SLC). As of July 2000, the SLC for the primary phone line at your home or single-line business has increased. If you have more than one phone line at your home or business, the Subscriber Line Charge for the additional lines may be higher than the charge for your main line.

Universal Service Fund - Since 1998, the FCC has required telecommunications companies that provide interstate services, including long distance companies, local telephone companies, wireless telephone companies, paging companies and pay phone providers to contribute to Universal Service. Universal Service is the FCC’s way of maintaining affordable phone service for low-income telephone customers and for people who live in rural areas where it’s expensive to provide telephone service. The federal Telecommunications Act of 1996 also expanded Universal Service to include support for schools, libraries and rural health care providers. You may have seen newspaper articles about schools receiving money to get wired for the Internet as a result of this program.

It is up to the telecommunications companies to decide how they will recover their costs for supporting Universal Service. Some companies are instituting a "Universal Connectivity Charge." If your long distance company bills you for Universal Service, you can call other companies to see if they have similar charges.

Local phone Number Portability - Starting in February 1999, you could see a charge for local telephone number portability on your bill. Telephone number portability means that you can keep the same phone number even if you decide to change your local phone company. The Telecommunications Act of 1996 requires phone companies to provide this service, which meant many of them had to upgrade their networks. The FCC allows phone companies to recover the costs of providing number portability when companies make it available in your area. This charge can be put on your bill even if you don’t change your local phone company.

The amount charged for number portability can be different depending on the local phone company because they have different kinds of equipment. These charges are filed with the FCC and can remain on your bill for up to five years.

If you have more than one line at your home or business, you may be charged for number portability for each line. Business customers with several telephone lines could be charged more than one number portability charge.

Most important, you cannot be charged for telephone number portability if you are a Lifeline Assistance Program customer.

Your options if you are charged for number portability include calling your local phone company to inquire about the availability of the service in your area or to express your feelings about the charge. You can also call the FCC with your questions or comments at 1-888-Call FCC (225-5322).

Advice for Consumers - As a consumer, it is your right to shop around for the telephone company that offers you the best service for your needs at the best price. Since different companies are handling the impact of FCC decisions differently, compare companies and choose the one that's right for you.
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Slamming
When a customer's long distance or local telephone company is changed without his/her knowledge or consent, it's called "slamming." This practice deprives you of your right to choose your telephone service provider. If you're slammed, you could be charged higher rates than your preferred carrier charges and receive inferior service.

Slamming is illegal in Alabama, and violators are subject to penalties as provided for in Act 97-412. It also violates rules and policies of the Federal Communications Commission as well as the Telecommunications Act of 1996.

• Carefully read all promotional material and forms before signing them.

• If you're contacted by phone about changing your telephone service and you don't want to change carriers, tell the caller you're not interested in his service.

• Call your local telephone company and request that your local and long distance service only be changed with your consent.

• If you receive a notice "verifying" that you are changing your telephone service provider, call the company to tell them you do not want to switch. Then call your local telephone company to let them know you haven't changed your telephone service provider.

• Look at your phone bills closely and call your local phone company if you see any unfamiliar names or charges.

• Call your local telephone company to inform them your local or long distance company was changed without your consent. Ask to be reconnected to your preferred carrier and to have any charges for switching companies dropped from your phone bill.

• Call the company that slammed you to let them know that you do not want their service and you'll only pay the rates your preferred carrier would have charged you. You may be due an adjustment on your bill. If the company won't cooperate, contact the PSC.

• Call your preferred carrier to tell them you were slammed. Ask to be reconnected at no charge.

• Call the Alabama Public Service Commission to report being slammed.

• If you can't come to terms with the company that slammed you, you may also file a complaint with the FCC. You can do this either through the FCC Web site at www.fcc.gov or mail the FCC a letter explaining what happened. Include your name, address, the telephone number that was slammed and your daytime phone number. Also remember to give the names of your local and long distance companies and the long distance company that slammed you. Keep a list of the names and numbers of the employees you spoke to, as well as the dates you talked to them and include this information in your letter.

Finally, add any other information that would be helpful and send copies of all documentation. Mail this information to: Federal Communications Commission, Common Carrier Bureau, Enforcement Division, Informal Complaints AND Public Inquiries Branch, Mail Stop Code 1600A2, 2025 M St., NW, Washington, D.C. 20554
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Phone Solicitations
To help protect Alabama consumers who want to reduce the number of telephone solicitations they receive, the Alabama Public Service Commission is adopting the National Do Not Call Registry maintained by the Federal Trade Commission. Alabamians can register for the national Do Not Call registry at www.donotcall.gov or by phone at 1-888-382-1222, TTY 1-866-290-4236. More information on the National Do Not Call Registry and the protection it provides is available at http://www.ftc.gov/bcp/conline/pubs/tmarkg/donotcall.htm.

Furthermore, you can contact the Telephone Preference Service of the Direct Marketing Association, which publishes a list of people who don't want to receive telephone solicitations. To get on the list, just send your name, area code and phone number, plus your address to: Telephone Preference Service, Direct Marketing Association, P.O. Box 643, Carmel, NY 10512.
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Cramming
Cramming is a practice where people or businesses are charged for optional phone services they didn't order. For the convenience of their customers, local telephone companies bill for services provided by other companies, such as long distance calls and "information services." When a local phone company receives the wrong billing information from one of these companies, then the customer’s bill is incorrect. Another form of cramming is when a subscriber is charged for a service he ordered, but all of the charges were not fully or clearly disclosed. The kinds of charges that are frequently "crammed" onto a customer’s bill are often described in broad general terms such as "service fee," "membership," or "calling plan."

• Carefully read all forms and materials when you sign up for a phone service. ALSO read the fine print on contest forms and coupon offers because you could be signing up for a phone service without realizing it.

• Keep a record of the telephone services you should be billed for each month.

• Read your phone bill closely each month. Look for company names you don't recognize or charges for services or calls you didn't authorize. If you see something questionable, call the company that billed you and check it out immediately. The name and phone number of the company billing you for the service should be listed on your bill.

• Call the company that billed you for the service to cancel it and request a credit.

• Contact your local phone company to report the incident and let them know you didn't order the service.

• If you can't resolve the problem after contacting the billing company and your local exchange carrier, contact the PSC at 1-800-392-8050. The PSC may be able to assist you in resolving the billing dispute.

• If the cramming charges involve interstate or international telephone-related services, you can also file a complaint with the FCC at www.fcc.gov or by mail.

• You can file a complaint with the Federal Trade Commission at (202) 326-3128 for cramming involving non-telephone services such as psychic hotlines.
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Public Phones
In today's climate, making long distance calls from a public phone can be expensive if you are not careful. Rates for interstate and local pay phone calls are not regulated by the Alabama Public Service Commission. The PSC regulates rates for intrastate pay phone toll calls.

Pay phones and public phones in hotels/motels, hospitals, airports, restaurants, gas stations and other public areas may be serviced by operator service providers (OSPs) that charge high rates and fees.

The FCC requires every pay phone provider to place the name, address and toll-free number of the OSP servicing that phone in clear view. An OSP must also identify itself at the beginning of a call, before the caller is charged. Plus, OSPs are required to tell callers that they can find out how much their call will cost before they are billed for the call.

The OSP serving a public telephone will probably handle your call if you dial "0" first before another number. If you don’t want the OSP to carry your call, hang up before it’s connected by the OSP. You always have the right to use the long distance company of your choice from a public phone.

To use your long distance company instead of the OSP servicing the phone, dial the access code for your carrier. This is usually an 800 number. If you don't know it, call your carrier to find out how to place a call from a public phone. It is illegal to block you from accessing your long distance company from a public phone unless this access is prevented because of technology limitations.

Remember, to be sure your call will be billed through your long distance carrier, first dial the access number or code for your long distance company. If you use your telephone calling card and it contains your telephone number, the OSP can bill you at its rates through your calling card.

Another option you can use for calls away from home is a prepaid calling card. However, only buy a prepaid card from a reputable business. You don't want to purchase a card from a company that may go out of business before you've finished using your card. Also, make sure the card displays a toll-free customer service number. You may want to try the number because a constant busy signal could mean it would be difficult to reach the company if you had problems with your card.

Finally, if you need to make an emergency 911 call from a public phone, all OSPs are required to connect these calls at no charge.
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Information Services
Information services are telephone programs that give you information or provide entertainment. The topics they cover can range from stock market and financial news to psychic advice. Information services include 900 number pay-per-call services. The price you pay for these types of services is more than the cost of transmitting the call.

These types of pay-per-call services are subject to regulation by the Federal Trade Commission, the FCC and, on an intrastate basis, by the PSC. There are many requirements for 900 number pay-per-call services that were put in place to help protect consumers. These include:

• Every call that costs more than $2 must begin with a free message that describes the service, identifies who is providing the information and gives the cost of the call. The message should also say that callers under 18 must get their parents’ permission to make the call. After the introduction, callers can hang up within three seconds, and they shouldn’t be charged.

• Alabamians can have 900/976 pay-per-call services blocked by their local phone companies for free unless the company is not technologically equipped to do so.

• Your local or long distance phone service cannot be disconnected for not paying 900 number charges. However, these services could be blocked from your line if there’s not a valid reason for non-payment.

• Charges for information services must be clearly separated from other charges on your bill. A toll-free number for you to ask questions about your bill should also be listed. Plus, information on how to settle complaints and receive adjustments regarding 900 number charges should be provided as well.

There are several information services scams you should be aware of. One gives callers the chance to request a return call to receive information. When the call is returned, the consumer is billed for a collect call.

Another way you can be taken advantage of is through ads for services that involve making international calls. Usually these numbers don’t begin with "011," the prefix for most international calls, so consumers don’t realize they’re making an international call. Sometimes 800 numbers are used to fool people into making international information service calls. For instance, someone who dials an 800 number is told to dial several digits to hear more information. By punching in the numbers, the person unknowingly completes an international call.

• Even if an information service is provided through a toll-free number, be wary.

• Remember, charges are incurred every time you dial a 900 number, including to claim a "free" prize.

• Be careful about making a long distance call, accepting a collect call or accepting an unsolicited offer from an information provider.

• If an information service advertises "Ordinary toll rates apply" or "International toll rates apply," remember some companies' toll rates for transmitting information services may be a lot higher than your long distance company’s rates. Also, some ads for information services don't fully reveal all the charges you'll have to pay.

• Warn children or anyone who uses your phone about the charges for information services calls. Think about a 900 number block. If necessary, you can also ask your local and long distance phone companies about blocking international and toll calls.

• Carefully go over your phone bill. Calls to 900 numbers must be listed separately. However, a call to an information provider in a foreign country could be billed as a toll call or a calling card call.

• Don't call telephone numbers with "809," "758" or "664" area codes or numbers beginning with "011" unless you want to call another country.
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Telephone Toll Fraud
With the new technologies available today in the telecommunications industry, the potential to be ripped off is greater than ever. That's why it's important for consumers to learn how to protect themselves from toll fraud.

One ruse used to trick consumers is a call from someone claiming to be with the FCC or your phone company. The caller says he is investigating long distance calls that were made from the consumer’s line or that he is checking out technical problems. The caller claims a "supervisor" will call back and the consumer should say "yes" and hang up when he does. Or the consumer may be asked for his credit card number or calling card number. Sometimes people are told to dial series of digits and then hang up.

These are all variations of schemes designed to deceive consumers into being charged for fraudulent long distance calls. Remember, neither telephone company employees nor FCC personnel would ask you to say "yes" to accept charges or ask for your credit card number or calling card number. If you receive a call along these lines or that just doesn’t sound right to you, here’s what to do:

• Tell the caller you are going to check out what he's telling you with the phone company. Get his name and number.

• Hang up.

• Call your phone company at the number listed on your bill or in the phone book to report the call. Don’t just call the number the caller gives you to verify the information.

• Contact law enforcement officials. Toll fraud involving interstate or international calls falls under the jurisdiction of the Department of Justice. If you are a victim of toll fraud involving these types of calls, you can contact: Federal Bureau of Investigation, 7799 Leesburg Pike, South Tower, Suite 200, Falls Church, VA 22043.

If you are fraudulently charged for long distance calls made from one location to another within Alabama, you should contact the state Attorney General.

Under the Truth in Lending Act and Federal Reserve Board regulations, you could be responsible for as much as $50 in unapproved calling card charges. The first step you should take if you are billed for fraudulent calls is to contact your local telephone company and the carrier billing you to discuss the fraudulent charges. If you cannot resolve the billing situation with them, you can file a complaint. If the calls involved were made to another state or out of the country, your billing complaint should be made with the FCC. If the fraudulent calls were made to and from locations within the state, you can call the PSC to register a complaint about your bill.

• Memorize your calling card number and Personal Identification Number.

• Don't put your PIN on your calling card.

• If possible, use phones that allow you to swipe your calling card, reading the number from a magnetic strip. Otherwise, make sure people can't see you dial your calling card number or hear you give it to an operator.

• Immediately report a lost or stolen calling card number to the telephone company. Have them cancel the card and issue you another.

• Don't use your calling card number as identification.

• Consider having your local telephone company block your line from third number and collect call billings.
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Assistance Programs
Several support programs are available to help qualifying consumers with their utility bills. Here is a breakdown of several of them:

Lifeline - Lifeline is a support program for low-income telephone subscribers. Residential telephone customers who participate in Medicaid are eligible to receive a monthly credit toward their local phone service. To receive this credit, the phone line must be in the name of the qualifying Lifeline customer, and only one credit is available per household.

As a Lifeline customer, you can receive free toll blocking, a service that blocks your toll calls. If you decide to receive toll blocking, you may not have to pay a security deposit to start your local phone service. Call your local telephone company to ask about Lifeline assistance.

Link-Up - Lifeline customers are also eligible for the Link-Up program which provides a credit toward having your local phone service connected. This assistance is available for residential telephone customers who meet the same standard as for Lifeline: participation in Medicaid.

Thanks to the Link-Up program, low-income telephone subscribers can receive a credit off their connection fees. Contact your local telephone company to sign up for this program.

Cold Weather Relief - Rarely is your electric or natural gas service more important to you than in the winter. Having your service cut off during the cold weather months can cause serious, even life-threatening, consequences. That's why the PSC adopted its Cold Weather Order (Docket 15957) which states:

Customer Charge Waivers - Customers of Alabama Power Co., Alabama Gas Corp. and Mobile Gas Service Corp. who receive Aid to Families with Dependent Children or Supplemental Security Income can have their monthly customer charges dropped from their bills. The service account must be in the name of the qualifying recipient. Contact these companies to apply for their assistance programs.

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