Bill Targets Phone Sales Tactics

A bill introduced in the state Senate would give Californians greater protection against “heavy-handed, high-pressure sales techniques” by phone companies. The bill, sponsored by Sen. Debra Bowen (D-Marina del Rey), would require phone companies to send customers a confirmation letter outlining ordered features and service and detailing how to cancel any unwanted items. The bill grants customers a five-day “cooling-off period” from the day they receive the letter, giving “people who’ve felt pressured to sign up for these optional, add-on services the ability to step back and change their mind at no cost,” Bowen said. Local phone companies already send confirmation letters, but they do not guarantee refunds for unwanted services, and they do not include information about how to cancel features. Similar cooling-off provisions already apply to health club, weight loss and dating businesses. Bowen said the bill is not aimed at any specific phone company. However, the bill comes as regulators review complaints about high-pressure sales programs at Pacific Bell.