You’ve Been Crammed: Now What?

Once the charges show up on your bill, you can’t ignore the problem and think it will go away. And even if the charges are removed one month, they may pop up again the next. Here are steps you can take if unknown or suspicious charges are listed on your telephone bill:

• Immediately contact your phone carrier, tell them you did not authorize the charges, and ask that they be removed. Your carrier has the authority to remove the charges, but you may be required to contact the crammer first to try to resolve the dispute. If so, ask for the crammer’s phone number.
• Call the crammer and explain that you did not request the services. Ask who authorized the services and request a copy of the document or tape recording authorizing the services. Don’t back down if the company claims you authorized the charge when you know you didn’t. Ask that the charges be removed. If the crammer refuses or cannot be reached, call your phone carrier back and tell them again that you did not authorize the disputed charges and that you want them removed. Keep a record of all correspondence.

If neither company will remove the charges, you can file a complaint with the FCC, your state public service commission, your state Attorney General’s office, or the FTC. Even if you get a refund, if you suspect you’ve been a victim of cramming, notify the FTC online or by calling (877) 382-4357.

Meanwhile, don’t pay the charge. Phone service cannot be disconnected for nonpayment of the third-party portion of a phone bill. However, the third-party provider can put their bill into collections, which could end up on your credit report, so it’s important to follow up with the billing company to be sure the charge is permanently removed.