Novices May Face Insult in Cell Phone Billing Cycle
“Cell Phone Users Say 411 System Needs Assistance” (Thursday, Feb. 10) brings to mind the cute little rip-off my phone provider uses to tap first-time subscribers. They know that novices will need to make a few calls as soon as they activate their cell phone in order to find out how it works.
In my case, they set my billing cycle (without telling me) to end four days after activation. I’m on the cheap rate and only have 20 minutes of free time. Prorated over four days, that meant that I had three quarters of a minute of free time.
Naturally, I was upset to receive a bill six days after activation with a lot of charges for my practice time. When I called 611 to complain, I was told that they set the billing cycle by random selection. Yeah, sure. I immediately went to the fine print and could find no mention of the billing cycle. I did, however, find that I can complain to the Public Utilities Commission if I don’t like what they do about my complaint.
Knowing that the odds on my getting satisfaction from the PUC aren’t good, I’d like to warn first-time cell phone buyers of this minor but productive profit center that Pacific Bell uses.
It isn’t the money so much as the insult.
JAMES MOUNT
Santa Monica
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I read with great interest your story on troubles with directory assistance experienced by cell phone users. A few days earlier, I had sent a letter to Pacific Bell regarding its billing of directory assistant calls even when Pacific Bell provided the wrong numbers.
A Pacific Bell representative called me and explained that the company cannot always record the telephone numbers given out by directory assistance because sometimes there are no numbers or the party is unlisted. In addition, he said my recourse to obtain refunds for receiving wrong numbers was to call the 411 number and seek credit.
As Pacific Bell’s invoices seem to document virtually everything that happens in and around telephones, it seems like they could and should develop a system to provide a detailed explanation--with numbers--for each 46-cents charge for directory assistance.
GENE WALSH
Burbank
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On behalf of AirTouch Cellular, I would like to thank you for bringing the issue of directory assistance accuracy to our attention. We have already notified our 411 vendor regarding the listings mentioned in the article and will work with them to address and correct any issues that may create customer concern.
We work very closely with our 411 vendor if we ever hear of an incorrect listing. They are very responsive in having the number updated within 24 to 48 hours, and we will certainly have the listings mentioned in the article checked out and corrected at once. Unlike some companies mentioned in the article, we do not require our customers to call 611 for a credit--our 411 operators automatically process any credits before they hit the customer’s bill.
In addition, we are in the midst of implementing a “verification step” for 411 calls in all AirTouch markets, which we believe will help ensure that all customers receive the listings they are looking for.
Our 411 reps, in the course of finding the listing and connecting our customers, will repeat back to the customer the listing (and street, if more than one choice exists) they have requested. This step will be implemented in all of our vendors’ call centers by March 10 and potentially earlier.
AirTouch conducts ongoing accuracy testing with our 411 vendor and has found that they routinely meet or exceed the 90% level mentioned in the article. We are aiming for even higher in 2000. This has been, and will continue to be, a focus for AirTouch as we strive to provide our customers with exceptional directory assistance services.
ANDREW COLLEY
Public Relations Manager
AirTouch Cellular
