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SLAMMING
WHAT IS SLAMMING?
Consumers have had the ability to choose a long distance carrier since 1982. When
a customer's long distance company is changed without proper authorization, it is
known in the industry as "slamming". Since the Florida Public Service Commission
(PSC) began tracking consumer complaints about slamming, it has been the most frequent
complaint made by Florida consumers concerning long distance service.
Slamming sometimes occurs as a result of signing a sweepstakes entry where the authorization
to change carriers is at the bottom of the form. Another common method used by companies
to switch a consumer's service is through the use of telemarketers. The consumer
often misunderstands which company is actually making the offer because of sometimes
confusing industry jargon and authorizes a carrier change without realizing it.
Because the long distance industry is competitive, the PSC's regulatory authority
is somewhat different than with other regulated industries. However, slamming complaints
are closely monitored and excessive complaints against any one company may result
in monetary fines against the long distance company.
HOW TO AVOID BEING SLAMMED
You should carefully read any sweepstakes or drawings before filling them out. It
may indicate that by signing the form, authorization is being given to switch long
distance companies. In addition, listen closely to any solicitation calls. Small
long distance companies which resell the services of larger companies sometimes
approach prospective customers by offering discounts on the service of the larger
company. The approach can lead you to believe the caller is from the larger well-known
company, and that the switch will be made to the larger company, or that you are
just being offered a rate discount on your current long distance service.
A verification call, made to confirm a customer's choice to switch long distance
companies, can also be misunderstood. The verification call is meant to be used
to follow-up a solicitation from a company to switch to its service. If such a call
is received and you are either unaware of a previous solicitation, or realize that
a switch is going to be made to a long distance company you do not want, you can
cancel the switch during the call. You should listen carefully to the caller and
ask questions if it is unclear what is going to take place. You may call your local
telephone company and request a restriction be placed on your service so it can
only be switched with written permission from you. The restriction is usually made
by filling out a form.
Most major local telephone companies show the name of the long distance company
serving you on the bill each month. You should look at your bills closely each month
and be aware of what long distance company is serving you. In addition, you may
dial toll-free 1-700-555-4141 from your phone at any time and a recording will state
which underlying long distance company is assigned to that line. If the long distance
company is not the one you selected, take immediate action as explained under the
"WHAT TO DO IF YOUR ARE SLAMMED" section of this publication.
WHAT TO DO IF YOU ARE SLAMMED
You should immediately contact your local telephone company and advise that your
long distance company was changed without authorization. PSC rules require the local
company to switch your service back to the original carrier within 24 hours. The
local company can also put a "freeze" on your long distance carrier, which means
the carrier will not be changed again unless written authorization is received from
you. This is normally known as a "PIC freeze." You should request that your local
company refund or credit any switching fees that were charged for the switch. You
are entitled to the credit, which the local company can then collect from the long
distance company that requested the unauthorized switch. You should then contact
the company that requested the unauthorized switch and request credit for any difference
between its rates and the rates of your preferred company. The company is required
by PSC rules to issue the credit.
If the company doesn't follow through with the credits or if you would like to report
the slamming, you should contact the PSC to file a complaint. The toll free number
is 1-800-342-3552. A consumer complaint analyst will take the information about
the unauthorized switch and investigate the matter. It usually takes approximately
30 days for the analyst to review the information from you and the long distance
company. You will then be contacted regarding the resolution of the complaint.
The Public Service Commission has rules requiring long distance companies to change
service only when one of the following conditions have occurred:
-
the consumer has signed a ballot or letter requesting the change.
-
the consumer initiated a call to an automated 800 number and requested the change.
-
the consumer's requested change is verified through an independent, unaffiliated
firm.
-
the long distance company verifies a change request by sending an information packet
which includes a prepaid, returnable postcard, and allows 14 days from that mailing
before submitting the change request.
TO FILE A COMPLAINT:
Call our toll-free number: 1-800-342-3552.
A complaint analyst will be glad to help you.
Or write to the:
Florida Public Service Commission
Division of Regulatory Compliance and Consumer Assistance
2540 Shumard Oak Boulevard
Tallahassee, Florida 32399-0850