Your Rights With the Phone Company
by: Iowa Legal Aid
It was not long ago that everyone dealt with the same phone company for phone service and for billing. With the de-regulation of telephone companies and the onset of cellular phones, there are countless numbers of phone companies now providing services. As with everything, some companies are better than others. Iowa has a number rules that protect consumers from inappropriate billing practices.
You should always review your phone bill to make sure that you are being billed for calls that you made and that the charges are correct. If you contact your phone company with questions or complaints, the phone company is obligated to resolve those complaints promptly and courteously. Employees who receive customer phone calls and office visits must be qualified and trained in screening and resolving complaints. The employee must provide identification to the customer which will enable the customer to reach that employee again if needed. If the phone company does not resolve a complaint, a customer has the right to complain to the Iowa Utilities Division. Phone companies are required to insert a notice with phone bills at least once every year informing people of their right to complain to the Iowa Utilities Division of the Department of Commerce and how to do this.
Iowa has many billing rules designed to protect the consumer. Every bill must state the beginning and end of the billing period and list all charges including service charges. The last date for timely payment must be clear on the bill and cannot be less than 20 days after the bill is mailed. Late payment charges on a bill cannot exceed 1.5% per month of the past due amount of the bill. Collection fees cannot be charged on top of the late payment charge. The phone company can charge for disconnection and re-connection services.
If a customer makes a partial payment on a bill, Iowa rules assume the payment should first be applied to any balance the customer agrees they owe for basic local service. Every account should be granted at least one complete forgiveness of a late payment charge every calendar year.
Complaints that cannot be resolved with the phone company can be made to the Utilities Division of the Iowa Department of Commerce at 350 Maple Street, Des Moines, Iowa 50319. They can be reached at 515-281-3839 or toll free at 1-877-565-4450. Complaints can also be made online to the Iowa Utilities Board at http://www.state.ia.us/government/com/util/complaints/utility_
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