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Billing Problems

The Federal Trade Commission (FTC) has made a rule concerning 900 numbers.

This rule requires 900 numbers to tell you about their services.  The Rule offers other safeguards for you.

The 900 number rule can help if:

• you are billed for a 900 number and it is a mistake
• you find extra charges on your bill

Check your phone bill

Always check your phone bill for 900 number charges.

• For each 900 call, your bill should include the date and time of the call.
• For services that have per-minute rates, your bill must state the length of the call.
• These charges must appear in a separate section of the bill from local and long distance charges.
• Your bill must also include a local or toll-free number that you can call if you have questions about your bill. 

Can my phone service be shut off for unpaid 900 number charges?

Under FCC rules, the phone company can't cut off your regular, local or long distance service if you don't pay a 900 number bill.

But, you could be blocked from making more calls to 900 numbers if you don't pay what you owe. 

What should I do if I find a mistake my phone bill?

If you find a mistake, follow the instructions on your bill for getting it fixed.

The bill will tell you who to call or write. In most cases you will need to contact at least one of the following:  

• your local or long distance phone company. 
• the 900 number company.
• another place that provides billing services for the 900 number company.  

In order to fix the problem, you must tell the company listed on your bill about the mistake.

You must tell them right away (to be safe you should tell them within 30-40 days of getting your bill).  

After I inform them about the mistake what do they have to do?

They must write you to tell you they got your complaint.  They have 40 days to do this.  (If the matter is fixed before then they don't have to send this letter.)

The company then has at least two billing cycles (but not longer than 90 days) to:

• look into the matter and;
• fix the mistake, or
• explain why the bill was correct.

Can a company charge me for disputing a bill?

• A company cannot charge you if they have to look into or respond to a billing dispute by you.
• While a bill is in dispute, no one can try to collect the disputed charge from you.
• They also cannot report a disputed bill to a credit bureau.
• Companies that don't follow these rules lose their right to collect all or part of any money you may owe.

Can a company collect from me after the charge is removed from my bill?

Even if the 900 number charge is removed from your bill, the service provider may pursue the charge some other way.

They may use a collection agency.

If they do that, you have other rights under the Fair Debt Collection Practices Act.

See [More Information on Debt Collection]

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See [More Information on 900 Numbers]