Bundled services and billing

This week, the Office of the Attorney General’s “Consumer Caution Corner” outlines the Federal Communications Commission’s guidance on how consumers can best protect themselves from issues arising from bundled services and billing.

Combining several communications services—such as local and long distance telephone service, internet or broadband, TV and cable service, and wireless telephone service or Voice over Internet Protocol—into one package is commonly known as “bundling.” Choosing to bundle, with a single bill for multiple services, may save you money. However, it can also lead to confusion over billing.

For all billing or service issues, you should first try to resolve the issue directly with your service provider.

Who should I contact about questionable charges on my phone bill?

The FCC’s Truth-in-Billing rules require telephone companies to provide clear, non-misleading, plain language in describing services for which you are being billed. The company sending you the bill must identify the service provider associated with each charge. Telephone companies must also display, on each bill, one or more toll-free numbers that you can call to ask about or dispute any charge on the bill.

If you are unable to resolve disputed charges with the billing company or your service provider, contact:

• The FCC for charges related to telephone services between states/territories or internationally.
• The Office of the Attorney General for telephone services within your state/territory.
• The Federal Trade Commission (“FTC”) for non-telephone services on your telephone bill.

What should I do if I have an issue with basic cable TV service rates or cable TV service quality?

Contact your local franchising authority. Contact information can be found on your cable service bill or in your local telephone directory. Other resources include:

• The Office of the Attorney General.

Filing a complaint

• If you feel your bill is inaccurate and you are unable to resolve it with your service provider, you have multiple options for filing a complaint with the FCC:
• File a complaint online at https://consumercomplaints.fcc.gov.
• By phone: 1-888-CALL-FCC (1-888-225-5322); TTY: 1-888-TELL-FCC (1-888-835-5322) ; ASL: 1-844-432-2275.
• By mail (please include your name, address, contact information, and as much detail about your complaint as possible):

Federal Communications Commission
Consumer and Governmental Affairs Bureau
Consumer Inquiries and Complaints Division
445 12th Street, S.W.
Washington, DC 20554

Each week, the OAG’s Consumer Protection Education Program shares FTC and/or FCC publications that provide consumers and businesses with the “know-how” to identify and protect themselves from unfair trade practices and marketplace schemes. If you would like to file a consumer complaint, please pick up a form at the OAG (on Capital Hill) or request one by email from consumer_counsel@cnmioag.org. After completing the consumer complaint, please submit it by email or in-person.

We cannot act as your private attorney. If you need legal assistance, we will recommend that you contact a private attorney or legal aid organization. We cannot give legal advice or act as your private attorney. Michael J. Cyganek (Special to the Saipan Tribune)

Michael J. Cyganek is consumer counsel of the Office of the Attorney General.