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Dealing with the Phone Company

Many people feel powerless to deal with problems involving the phone company -- after all, telephone communication is an important aspect of modern business and personal life. There is the feeling that if we don't conform to their (sometimes quite unreasonable) wishes, they'll cut off our phone service and leave us in commercial or social limbo.

Take heart! The organizations listed below help consumers solve their phone company problems and have enough clout to force prompt resolution of problems. The Iowa Attorney General's office uses complaint forms but the others need only a letter from you with the details of your complaint. I've included complaint guidelines and contact information for Iowa. If you live in another state, check your phone book for the Attorney General and state Public Utility Board contact information. Good luck!

Information to Include in Complaints

  • Your name and address
  • Telephone number(s) involved in the complaint
  • Telephone number where you can be reached during the business day
  • Name of your local telephone company
  • Details of your complaint
    • Circumstances which led to complaint
    • Names and phone numbers of telephone company employees that you talked to in an effort resolve the complaint
    • The dates you talked to telephone company employees
    • Copies of letters, bills, and any other correspondence
    • Any other information that would help in processing your complaint
  • For complaints concerning calls placed from a transient phone location (such as a public pay phone, hotel, motel, convenience store, etc.), you should include:
    • Long distance service provider
    • Name, address, and phone number of hotel, motel, store, or other entity where phone was located
    • Number of the telephone involved
    • The telephone service vendor, if identified on the phone
    • Any other information you think might be helpful
  • The result you would like to achieve (refund, corrected billing, etc.)

Where to Complain

Federal Communications Commission
Common Carrier Bureau
Enforcement Division
Informal Complaints and Public Inquiries Branch
Mail Stop Code 1600A2
Washington, D.C. 20554
(202) 632-7553

Attorney General Tom Miller
Consumer Protection Division
Hoover Building
State Capitol Complex
1300 East Walnut
Des Moines, Iowa 50319
(515) 281-5926 or (fax) 281-6771

State of Iowa
Department of Commerce
Utilities Division
Consumer Services - Utilities Complaints
Lucas State Office Building, 5th Floor
State Capitol Complex
321 East 12th Street
Des Moines, Iowa 50319
(515) 281-5979

Note that Iowa Code §476.3 provides for filing of consumer complaints, Utilities Board investigation of complaints, and refunds. This section can be accessed at the Iowa Legislature site by searching for "(local ADJ exchange) AND complaint".

Copyright © 1996 Morris R Dovey (mrd_tele.html) Revised: December 16, 2003 (Click here to send mail)
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