January 11, 1995 in Nation/World

Consumers Ring Up Bills For ‘Free’ Calls

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Let the dialer beware: Seemingly innocent phone numbers with the “800” prefix have cost some unwary consumers hundreds of dollars.

The National Better Business Bureau in Washington, D.C., has been flooded with confused callers who accrued huge telephone bills after participating in group conversations and merchandise purchasing programs via 800 lines, which traditionally have been free.

Although the Spokane bureau has not received any complaints, the local agency issued a public service warning to alert Spokanites of the national trend.

“Everybody’s perception is that 800 means free,” said Lisa E. Stephens, president and general manager of the Spokane Better Business Bureau. “That’s not the case anymore.”

AT&T; introduced toll-free 800 numbers 27 years ago. Only in the past year have little-known, national carriers such as Federal Transtel and Enhanced Service Billing initiated “800 pay-per-call” services.

Stephens considers the toll calls “deceptive” but admits that they are legal if callers hear a preliminary warning to announce that the calls are not free.

In addition to a warning, the phone service also must issue a personal identification number to callers, who must then call back before any charges can legally accrue.

Despite the protection offered by an identification number, illegal billing is common. The Better Business Bureau offers the following tips:

If you call an 800 number and an operator gives you an “activation number” or other identification code, you may be charged for subsequent calls to that number. Always ask if you are entering a “presubscription” agreement.

Be careful not to get into a presubscription agreement by accident or cleverly worded ploy. “Just because a company does not make the disclosures required by law does not mean that it won’t try to bill you anyway,” stated the Better Business Bureau warning.

If you have questions about a phone bill with an 800-number charge, or if you believe the phone company billed you incorrectly, call your carrier’s number on the billing statement. If you have further questions, call US West at (800) 879-2455.

(A phone company cannot legally disconnect a customer’s regular local or long-distance service because of a dispute or refusal to pay for a payper-call charge.)

Toll charges for 800 numbers are especially problematic because no one can block access to 800 numbers, Stephens said. By contrast, parents can request that 900 or 976 numbers be blocked on their phones, prohibiting children from calling expensive numbers.

All calls with an 800, 900 or 976 prefix for which the charge is $1 or more must contain an introductory disclosure message. The message must specify types of charges, time necessary to complete the call and an option to disconnect without charge at the end of the introduction.

“If the call is not free, the company sponsoring the number has an obligation to tell you,” Stephens said.

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