Dialing, but Not Smiling

At a California Public Utilities Commission hearing in San Francisco, it was alleged that the state’s largest phone company, Pacific Bell, uses sales methods that are deceptive and result in customers being enrolled for services they do not want or need. Customers complained to the PUC that features were added to their bills even after the offers were rejected. PacBell provides local service to the majority of Californians. MAURA E. MONTELLANO spoke with one customer about the problems she encountered and a Pacific Bell spokesman.

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ELLA ZOUSMAN-FRUMKIN

Studio City

My mother lives in a boarding house for senior citizens. She is 78 and came here as a refugee six years ago from Russia; she doesn’t speak English beyond simple phrases although she is a very intelligent and educated woman.

The phone is her only lifeline to the outside world. Although there is a phone in the boarding house, it was a floor below from where her room was. It was torture for her to go up and down the stairs because of physical disabilities. We decided to get a phone in her own room.

We contacted our phone company, PacBell, and asked for service for my mother. I specified that I just needed basic service, nothing fancy. My mother, like most of the patients, lives on a very limited income and cannot afford luxuries that are not necessary.

A month later, my mother received her phone bill and it was well over $80. She had all the options we had specifically declined, including repeat dialing, call return, caller ID, priority ringing and three-way calling. It was outrageous. The only thing my mother understood was the amount and that she owed it. Being from another country, not understanding how things work, she was terrified that she might be arrested or deported. She was terribly upset and scared.

I called PacBell, waiting almost 45 minutes to finally reach someone. You have to be very dedicated and patient to even bother. Finally, I explained my problem to a representative who was polite and helpful. I asked that they direct any future bills to my home so that my mother would not have to deal with them again. She assured me they would make the changes, credit the account and mail me the bills.

I ended up getting a reminder letter from them asking that I pay the past due balance of the very account I asked them to change. At the same time, my mother also received another phone bill with the same options as the previous month and a late payment notice threatening to disconnect her phone. Nothing had changed.

This is totally wrong when senior citizens are abused. This is not the way it should be. After the second bill, instead of talking to PacBell, I wrote a letter to the Public Utilities Commission. I received a call from a PacBell representative who wanted to talk things out. I was given every excuse as to why this problem had not been taken care of. I ended up having to send them a check to avoid having the phone disconnected because of their mistake.

Being from Russia, I know about monopoly. With this company, there is no competition, so they seem to do what they want to do. We have the option of picking our long-distance service but not our phone company. If you want to buy a car, you shop around. If you want a television, you shop around. Yet, not with phone service. This is not how you run a business.

PacBell Replies:

Pacific Bell cares about its customers and works hard to retain their trust and their business. That includes providing customers with excellent service, being responsive to complaints and resolving them as quickly as possible. Any customer with questions about their Pacific Bell telephone bills should contact us at (800) 310-BELL.

--Steve Getzug, spokesman.