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Top Communication Complaints by United States Consumers in 2008

By Martha L. Arias

On May 2009, the United States (U.S.) Federal Communications Commission (FCC) released its report on the top subject areas for inquiries and complaints received by the Consumer and Governmental Affairs Bureau (Consumer Bureau) during the last quarter of 2008.  The FCC releases quarterly reports on the top communication complaints by U.S. citizens. This article presents the most recently published report.

The FCC quarterly reports on communication inquiries and complaints are divided in four main areas: (1) cable and satellite services; (2) radio and television broadcasting; (3) wireless telecommunications; and (4) wireline telecommunications.  The FCC subdivides these four areas in common issues U.S. consumers present to the Consumer Bureau. 

 

1.       Cables and Satellite Services

Regarding cable and satellite services, billing and rates is the first issue addressed by U.S. consumers in their inquiries or complaints to the Consumer Bureau.  Consumers complained of high billing rates or disproportionate increase of those.

Carriers? marketing and advertising is the second issue found in U.S. consumers? inquiries and complaints; specifically, misrepresentation and false advertisement.

Consumers also inquired or complained about video description, closed captioning, and emergency access to video programming.

Digital television was a common issue alleged by U.S. consumers; specifically, those concerning digital TV services.

Believe it or not, U.S. consumers complained about over-the-air reception devices; concretely, they complained about installation, maintenance, and use of antennas. These included reference to satellite dishes, TV antennas and wireless cable antennas. 

Although not as common as the issues above, the Consumer Bureau received frequent complains about programming issues.  These complaints refer to the lack of choice of channels or programs available for subscribers.

Finally, inquires or complaints included service related issues such as quality.

 

2.      Radio and Television Broadcasting

Radio and television inquiries and complains concentrated mostly on programming issues such as obscene, indecent, or profane content. Other complaints include exaggerated criticism (these may be those ?political? radio stations).

Again, misrepresentation of carriers? marketing and advertising was a common issues presented by U.S. consumers.

Digital television issues as mentioned above.

Disability and access issues as described above.

Equipment related issues; these included antennas and set top boxes.

Lastly, interference was, not the most important, but a common issue about which U.S. consumers complained.  

 

3.      Wireless Telecommunications

Wireless telecommunications are becoming very popular in the U.S. This may be the reason why U.S. consumer mostly inquired about amateur license information, license acquisition, requirements, eligibility, and replacement.

Regarding complaints, billing and rates is the most common in this category.  Consumers were unanimous in rejected high airtime charges for subscribers of wireless phones. Most of them believed the charges presented to them did not reflect the real time consumers spent on the phone.  They complained these charges are inflated.

Credits, refunds, adjustments, are also common complaints within the billing and rates issue.

Within the billing and rates issue, surcharges and taxes on phone bills were heavily rejected by U.S. consumers.

Roaming rates and the practice of rounding calls to a full minute were common complaints.

U.S. consumers complained about service plan rates such as off-peak fees, activation fees, caller ID, voice mail, road-rescue fees, prepaid fees, etc. As part of this issue, security deposit fees have become a disputable matter in wireless telecommunications. Some companies hold these payments for certain time before they actually start providing services.

Carriers? marketing and advertising misrepresentation was also heavily complained by consumers.

Contract related issues such as early termination of subscriber?s contracts, subscribers? liability for terminating services, and carrier?s right to disconnect services prior to the end of the contract, are issues U.S. consumers complained about.

Equipment related issues and interference is also an issue in the wireless communications category. 

Lack of coverage within certain geographic areas and poor coverage were important complaints by consumers. They complained of dead coverage spots, dropping calls, network busy signals, roaming ability, and service interruptions.

 

4.       Wireline Telecommunications

As in the three categories above, billing and rates; and marketing and advertising misrepresentation were the most common issues in wireless telecommunications inquires and complaints.   

Particular complaints in this category were: (1) cramming.  This relate to unauthorized, misleading, or deceptive charges on a telephone bill; (2) services quality; specifically regarding DSL services; (3) slamming, which is the practice of changing the subscriber?s carrier without permission; (4) regulation compliance.  This includes compliance with the ?Do-Not-Call list,? and unsolicited fax messages through computers or fax machines.

Obviously, billing and rates and misleading advertising are the most common complaints presented by U.S. consumers in any category of communication services.  Americans are very sensitive to the ?somehow? suspicious control telecommunication companies have over billing statements.  Surcharges, sophisticatedly-named taxes, roaming fees, and other unknown service fees annoy any consumer that takes the time to read (and understand) these statements. Well, I am sure telecommunication companies know we cannot live without our TV, cable or satellite, cell, phone, and radio station; yet, we can live with a ?temporal? monthly annoyance.

Full post as published by IBLS Internet Law Blog on August 12, 2009 (boomark / email).