Cell phone problems: what is the proper authority to complain to?

[dullard]

My wife got a cell phone through the local phone company for her business. They offered the best coverage, most minutes, lowest overtime fees, and most features all with the lowest monthly charge. Unfortunately, this was too good to be true. Every single bill we have recieved has been full of errors: extra charges, incorrect values of charges, and mysterious late fees (I have proof that all bills were paid in full and on time). Of course all of these errors are in their favor. We are 4 months into the service and they still haven't connected the voice mail which is included in the deal (after numerous requests). Employees are rude and don't care about the customers. Waits in line to correct each bill is almost 1 hour - and when I finally see someone, they don't ever have a clue about billing (what the charges mean or how to correct them).

Basically I want to write the headquarters a professional letter stating the problems, and requesting that they be fixed in a timely manner. In that letter I will tell them that I will complain to the proper authority if these aren't fixed. But what is the proper place to complain to? I realize the complaint will probably be ignored, but I need something to hold over the phone company so I have some power. Is it the BBB, FCC, or what?

 

[NutBucket]

First bet is prolly the BBB. FCC has some control over these issues, but its more the technical aspects of it.

 

[dman]

Why don't you call and ask where to address complaints? That's what I did w/ SprintPCS. Sent my letter in and it appears to have worked. I advise that you tell them you want out of the contract because they are not fulfilling their end of the bargain (no voicemail). That should help get things rolling-- Assumes that voicemail is listed as part of the service and contract.

Or list the provider and maybe someone here can help. Or look on the website (if they have one). But I suggest you send it via snailmail if you want results.

 

[Thegonagle]

The BBB is not an authority. It is more of a registry, paid for by private memberships.

Call your state's attorney general's office.

 

[tk149]

Maybe your state's Attorney General or the FCC Cellular Frequently Asked Questions which states:

Q. I'm having billing problems with my cellular provider; who can help me?

A. The FCC does not regulate contractual arrangements with cellular providers. However, your state Better Business Bureau is a good starting point. To file a complaint about a wireless service, the complaint should be in writing and sent to:

FCC
Consumer Information Bureau
Customer Services Network Division
445 12th Street, SW
Washington, DC 20554
or they may be faxed to 717-338-2694