Toll-free numbers are numbers that begin with one of the following three-digit codes: 800, 888, 877, or 866. Toll-free numbers allow callers to reach businesses and/or individuals without being charged for the call. The charge for using a toll-free number is paid by the called party (the toll-free subscriber) instead of the calling party. Toll-free numbers can be dialed directly to your business or personal telephone line.

Toll-free numbers are very common today. Toll-free service has proven successful for businesses, particularly in the areas of customer service and telemarketing. Toll-free service provides potential customers and others with a “free” and convenient way to contact businesses.

Toll-free numbers are also increasingly popular for personal use. For example, parents can give their toll-free numbers to a child who is away at college, allowing that child to call home anytime without having to make a collect call and without the child having to pay for the call.

 Background 

In the past, if a subscriber wanted to change long distance carriers, the subscriber would have to change toll-free numbers, since toll-free numbers were not “portable” from one carrier to another. To make the toll-free market more competitive, the Federal Communications Commission (FCC) established a policy that made toll-free numbers “portable.” This means that now a toll-free subscriber can change his or her toll-free service to another carrier but still keep the same toll-free number.

 Toll-Free Codes – 800, 888, 877, 866, … 

The introduction of toll-free number portability helped propel the toll-free market. Today, there are four toll-free codes: 800, 888, 877, and 866. Although 800, 888, 877, and 866 are all toll-free codes, they are not interchangeable. 1-800-234-5678 is not the same as 1-888-234-5678. Calls to each toll-free number are routed to a particular local phone number.

 Toll-Free Directory Assistance 

Toll-free directory assistance for some toll-free numbers can be obtained by calling 1-800-555-1212. The service is free. Not all toll-free numbers are listed – only those for subscribers that choose to list them. The FCC plans to address how to promote competition among multiple providers of directory assistance. In the meantime, 1-888-555-XXXX numbers are not being assigned to subscribers.

 How Are Toll-Free Numbers Assigned? 

Toll-free numbers are assigned on a first-come, first-served basis. Toll-free service providers (sometimes referred to as “Responsible Organizations” or “RespOrgs”) have access to the SMS/800 database, which contains information regarding the status of all toll-free numbers. Toll-free service providers are certified by the SMS/800 database administrator, which manages toll-free service.

Contact a toll-free service provider if you want to obtain a toll-free number. Toll-free service providers can access the database and reserve a number for subscribers. There are several hundred toll-free service providers in the United States. You may find a list of all toll-free service providers on the SMS/800’s Web site, www.sms800.com or you may call the SMS/800 Help Desk at 1-888-SMS-3300.

 What Is A “Vanity” Number and How Can I Get One? 

A “vanity” number is a toll-free telephone number that also spells a person’s or company’s name or spells a word or acronym that is chosen by the subscriber, such as 1-800 FLOWERS or 1-888-NEW-CARS. To find out whether a specific toll-free number is available, contact any toll-free service provider.

 “Warehousing/Hoarding” Toll-Free Numbers 

“Warehousing” by toll-free service providers is prohibited by the FCC’s rules. A toll-free service provider may not legally reserve a toll-free number without having an actual toll-free subscriber for whom the number is being reserved. Toll-free service providers who warehouse numbers are subject to penalties.

“Hoarding” by subscribers is similarly prohibited and illegal. A subscriber may not acquire more toll-free numbers than the subscriber intends to use. Hoarding also includes “number brokering;” it is illegal for a subscriber to sell a toll-free number for a fee.

 What Is the FCC’s Role? 

The FCC regulates or sets the rules under which toll-free numbers can be used or obtained. The FCC has ordered that toll-free numbers must be portable. The FCC’s rules designate the criteria for determining the status of each toll-free number, and prohibits “warehousing” and “hoarding” of toll-free numbers.

The FCC is not involved in the day-to-day assignment of toll-free numbers, does not have direct access to the toll-free database, and cannot provide any information about the status of a toll-free number or about a request for a toll-free number. A telephone industry standards-setting organization establishes guidelines for toll-free numbers and the guidelines must comply with the FCC’s requirements.

 What If I Have A Problem or a Complaint? 

If you have a problem or a complaint about a company providing toll-free numbers or services, you should first try to resolve your complaint with that company or the company that bills you for the service.

If you are not successful in resolving the problem, you may file a complaint with the FCC by e-mail – fccinfo@fcc.gov – the Internet (www.fcc.gov/cgb/complaintfiling.html), by telephone 1-888-CALL-FCC (1-888-225-5322) voice, 1-888-TELL-FCC (1-888-835-5322) TTY, or by mail.

Your complaint letter should include:

Name, address and telephone number where you can be reached during the business day;
telephone number involved with the complaint;
as much specific information about the complaint as possible;
a description of the steps you took to resolve the complaint;
names and telephone numbers of the company employees that you talked to in an effort to resolve the complaint, and the dates that you talked to these employees;
copies of bills listing the disputed charges (circle the disputed charges on the copies of the bills); and
relief that you are requesting (such as an adjustment of charges).

While many telephone sales calls are made on behalf of legitimate organizations offering bona fide products and services, some unsolicited phone sales calls can be frauds. That’s why the Federal Trade Commission encourages you to be skeptical when you get a “cold call.”

Fraudulent telemarketers may get your phone number from a telephone directory, mailing list, or “sucker list,” a directory of consumers who have already lost money to fraudulent prize promotions or merchandise sales. Sucker lists include names, addresses, phone numbers — even how much money you may have spent on telemarketing scams. Unscrupulous promoters buy and sell sucker lists on the theory that consumers who have been deceived once are easy prey for additional scams.

The FTC’s Telemarketing Sales Rule helps protect you from abusive and deceptive telephone sales practices. The Rule restricts calling times to the hours between 8 a.m. and 9 p.m., and puts other limits on telemarketers, too. For example:

Telemarketers must tell you it’s a sales call, the name of the seller, and what they’re selling before they make their pitch. If they’re pitching a prize promotion, they must tell you that no purchase or payment is necessary to enter or win.
It’s illegal for telemarketers to lie about their goods or services; earnings potential, profitability, risk, or liquidity of an investment; or the nature of a prize in a prize-promotion scheme.
Before you pay, telemarketers must tell you the total cost of the goods they’re selling; any restrictions on getting or using them; and if a sale is final or non-refundable. In a prize promotion, they must tell you the odds of winning, that no purchase or payment is necessary to win, and any restrictions or conditions of receiving the prize.
It’s illegal for a telemarketer to withdraw money from your checking account without your express, verifiable authorization.
Telemarketers cannot lie to get you to pay, no matter what method of payment you use.
You do not have to pay for credit repair, recovery room, or advance-fee loan or credit services until these services have been delivered.
It’s illegal for a telemarketer to call you if you have asked not to be called.
You may not be able to put a freeze on cold calls, but you can learn how to spot those that spell f-r-a-u-d. Here’s how:

Say no to high pressure sales tactics. Legitimate businesses respect the fact that you’re not interested.
Tell callers if you don’t want to hear from them again. If they call back, they’re breaking the law. You can feel comfortable hanging up.
Take your time when you’re presented with a sales “opportunity.” Ask for written information about the product, service, investment opportunity, or charity that’s being pitched. Don’t talk with a salesperson if it’s not convenient for you. A reputable salesperson should be willing to call you back at a time you choose.
Talk to a friend, relative, or financial advisor before you respond to a cold call. Any investment you make may have serious financial consequences for you — and the people you care about.
Hang up if you’re asked to pay for a prize. Free is free.
Don’t send money — cash, check, or money order — by courier, overnight delivery, or wire to anyone who insists on immediate payment.
Keep information about your bank accounts and credit cards to yourself — unless you know who you’re dealing with.
Hang up if a telemarketer calls before 8 a.m. or after 9 p.m. That’s a tip off to a rip off.
Check out the company with your state and local consumer protection office before you buy any product or service, or donate money.
If you suspect a scam, call your state Attorney General.

Background
“Cramming” is the practice of placing unauthorized, misleading, or deceptive charges on your telephone bill. Entities that fraudulently cram people appear to rely largely on confusing telephone bills in order to mislead consumers into paying for services that they did not authorize or receive.

In addition to providing local telephone service, local telephone companies often bill their customers for long distance and other services that other companies provide. When the local company, the long distance telephone company, or another type of service provider either accidentally or intentionally sends inaccurate billing data to be included on the consumer’s local telephone bill, cramming can occur.

Cramming also occurs when a local or long distance company or another type of service provider does not clearly or accurately describe all of the relevant charges to the consumer when marketing the service. Although the consumer did authorize the service, the charge is still considered “cramming” because the consumer was misled.

 Cramming Charges: What They Look Like 

Cramming comes in many forms and is often hard to detect unless you closely review your telephone bill. The following charges would be legitimate if a consumer had authorized them but, if unauthorized, these charges could constitute cramming:

Charges for services that are explained on a consumer’s telephone bill in general terms – such as “service fee,” “service charge,” “other fees,” “voicemail,” “mail server,” “calling plan,” “psychic,” and “membership;”

Charges that are added to a consumer’s telephone bill every month without a clear explanation of the services provided – such as a “monthly fee” or “minimum monthly usage fee;” and

Other charges from a local or long distance company for a service that it provides but, like the other examples, could be cramming if unauthorized.

While cramming charges typically appear on consumers’ local telephone bills, they may also be included with bills issued by long distance telephone companies and companies providing other types of services, including cellular telephone, digital telephone, beeper and pager services.

 The FCCs’ Truth-in-Billing Rules 

The Federal Communications Commission (FCC) has rules that require telephone companies to make their phone bills more consumer-friendly. These rules enable consumers to more easily determine, when reading their bills, what services have been provided, by whom, and the charges assessed for these services. Telephone companies must also list a toll-free number on their bills for customers with billing inquiries.

Such basic information empowers consumers to protect themselves from cramming and other types of telecommunications fraud. It also helps consumers make informed choices when they shop around to find the best telephone service to meet their needs.

 How to Protect Yourself and Save Money 

Carefully review your phone bill every month. Treat your telephone service like any other major consumer purchase or service. Review your monthly bills just as closely as you review your monthly credit card and bank statements.

Ask yourself the following questions as you review your telephone bill:

1) Do I recognize the names of all the companies listed on my bill?
2) What services were provided by the listed companies?
3) Does my bill include charges for calls I did not place and services I did not authorize?
4) Are the rates and line items consistent with the rates and line items that the company quoted to me?

You may be billed for a call you placed or a service you used, but the description listed on your telephone bill for the call or service may be unclear. If you don’t know what service was provided for a charge listed on your bill, ask the company that billed the charge to explain the service provided before paying the charge.

Make sure you know what service was provided, even for small charges. Crammers often try to go undetected by submitting $2.00 or $3.00 charges to thousands of consumers.

Keep a record of the telephone services you have authorized and used – including calls placed to 900 numbers and other types of telephone information services. These records can be helpful when billing descriptions are unclear.

Carefully read all forms and promotional materials – including the fine print – before signing up for telephone services or other services to be billed on your phone bill.

Companies compete for your telephone business. Use your buying power wisely and shop around. If you think that a company’s charges are too high or that their services do not meet your needs, contact other companies and try to get a better deal.

 Actions You Can Take if You Think You’ve Been Crammed 

Take the following actions if unknown charges are listed on your telephone bill:

Immediately call the company that charged you for calls you did not place, or charged you for services you did not authorize or use. Ask the company to explain the charges. Request an adjustment to your bill for any incorrect charges.

Call your own local telephone company. FCC rules require telephone companies to place a toll-free number on their bills for customers to contact with billing inquiries. Explain your concerns about the charges and ask your local telephone company the procedure for removing incorrect charges from your bill.

If neither the local phone company nor the company in question will remove incorrect charges from your telephone bill, you can file a complaint with the regulatory agency that handles your particular area of concern:

For charges on your telephone bill for non-telephone-related services, your complaint should be filed with the Federal Trade Commission (FTC). Call 1-877-FTC-HELP, or use the FTC’s online complaint form at https://rn.ftc.gov/dod/wsolcq$.startup. (An example of non-telephone related services is “content” services such as psychic hotlines.)

For charges for telephone-related services provided within your state, you should contact your state regulatory commission. This information may be listed in the government section of your telephone directory.

For charges related to telephone services between two states or internationally, you should contact the FCC. Complaints about these issues may be filed with the FCC in writing, by phone or by e-mail. You may contact the FCC at:

Did you know that the number of international long distance calls from the United States has skyrocketed from only about 200 million a year to more than 5.2 billion per year over the past 20 years? With so many international calls being made on a regular basis, consumers need to have the best information on how to make and how to save on those calls. Whether you call your friend in China once a year just to say “hello,” or call your family in Mexico on a weekly basis, you want to make your calls with ease, and at the best rates available. Read on to find out how!

HOW DO I PLACE AN INTERNATIONAL
LONG DISTANCE CALL?

Although the process may vary from country to country and from city to city within a country, there are generally two ways to make international calls. You may dial directly or use an operator. If you choose to dial directly, simply dial:

011 + country code + city code + phone number

For example, to call someone in Tokyo, Japan you would dial the following number:

011 + 81 + 3 + XXXX-XXXX

Note: The actual number of digits for each category can vary by country or city.

If you use an operator, dial:

01 + country code + city code + phone number

Be aware that operator assisted calls are generally much more expensive than calls dialed directly.

Remember – calls placed to Canada and the Caribbean are charged at international rates, even though it may seem that you are making a domestic long distance call by dialing 1 + the area code + the phone number.

WHAT IS THE BEST WAY TO SAVE MONEY
WHEN MAKING INTERNATIONAL CALLS?

International rates can vary dramatically, based on the country called or the way you make the call.

Generally, long distance calls are billed by the minute. In addition to offering “basic rates,” telephone companies offer a variety of other ways to pay for international calls.

Calling plans, dial-arounds, pre-paid cards, and callback services often offer rates that are much lower than a company’s basic rates. In fact, even with the monthly fees associated with most discount calling plans, the cost of using these plans may be only a fraction of the basic rates.

Here are sample costs for calls to France from the U.S. at basic and discounted rates:

Basic Rate
 Calling Plan
 Dial-Around
 
$1.99 per minute
 $0.17 per minute
 $0.22 per minute
 
 ($3.00 monthly fee)
 (Plus $0.10 connection fee)
 
Note: The actual rates and terms from companies you choose may be different than those shown.
 
When deciding how to make your call, you should compare features, including:
 

 * Different day/night rates
* Minimum call lengths
* Range of monthly fees  * Weekday/weekend rates
* Connection fees 

Unless you participate in a discount calling plan, or use a dial-around service, just picking up your phone and placing an international long distance call could be expensive. The difference between basic rates and discount calling plan rates is so great that even one relatively short call per month can be cheaper on a calling plan.

CALLING PLANS

A calling plan is a monthly agreement for service between you and your long distance carrier at a previously quoted rate, and usually includes a monthly fee. Whether or not you can benefit from a calling plan depends on your calling patterns. To determine whether a plan is right for you, first ask your carrier whether any of its international calling plans will lower your monthly phone bill, based on your calling history.

Next, get the facts. Find out if there are any flat rate fees associated with those plans (generally $3.00 to $8.00 per month). Ask whether the quoted rate applies 24 hours a day, 7 days a week, or only at certain times and days of the week (i.e., the calling plan rate applies only between 5 p.m. and 7 a.m., Monday-Friday).

Ask about taxes and other fees. Remember, if one plan does not benefit you or meet your international calling needs, keep shopping around for one that does. Also, the Internet is a good source to shop for a plan. Visit the Web sites of international long distance telephone service providers and compare their plans.

You might say, “I only make a few international calls a year — not enough to justify the monthly fee of a calling plan.” In that case, using a dial-around or pre-paid card may be for you.

DIAL-AROUNDS

Most dial-arounds begin with the numbers 10-10 followed by a three-digit access code (10-10-XXX). Some use other combinations such as 10-15 or 10-16 followed by a three-digit access code. Dial-arounds require the use of these access codes along with the rest of the number you are dialing. For example:

10-10-XXX + 011 + country code + city code + phone number

Using a dial-around allows you to bypass or “dial-around” your selected long distance carrier and use another long distance carrier that offers cheaper rates than your regular

plan. Many dial-around rates are as good as or better than calling plan rates and have no monthly fee. Charges from using dial-arounds appear on your monthly bill.

Be a savvy shopper if you plan to use a dial-around. Consumer-oriented Web sites and publications can help you determine whether a particular dial-around number is available in your area, and whether a dial-around is right for you.

Before using a dial-around company, ask the following questions:

Do any flat fees or monthly charges apply?
What are the per-minute rates?
Are any charges for federal or state programs added?

PRE-PAID CARDS

Pre-paid calling cards provide telephone time that you pay for before you make your calls. They may be purchased in a number of dollar or minute increments. Pre-paid calling cards contain a toll-free access telephone number and a personal identification number (PIN).

There are many advantages to pre-paid cards. First, pre-paid cards for international services generally offer discounted rates. In addition, they are sold at convenient places such as newsstands, post offices, and stores. Moreover, consumers who do not have residential long distance telephone service can use these cards. Some cards also have features such as speed dialing for frequently called numbers and activity reports for frequently called numbers. Finally, these cards allow callers to pay for calls in advance, rather than running up high bills that must be paid at a later time.

However, consumers still need to be careful when using pre-paid calling cards. Pre-paid cards sometimes have hidden costs. For example, some cards appear to charge by the minute, but also add a fee for each call. When choosing a pre-paid card, read the fine print on the card’s label.

Consumers need to be aware that many pre-paid cards contain expiration notices – for example: “This card expires on 12/31/02.” Also, most pre-paid calling cards contain notices stating that the company issuing the calling card is not responsible for stolen or lost cards.

Call the company that produces the card to get information about all charges associated with international calling. Remember, because you pay in advance, you may lose money if you have problems when using these cards. Get all the information you can before purchasing these cards.

INTERNATIONAL CALLBACK SERVICES

International callback services allow consumers to make calls from outside the United States at U.S. long distance rates that are often much lower than rates charged in foreign countries. Such services are good for businesses with offices outside the United States, government agencies, banks, as well as individual consumers who are traveling outside the U.S. Callback services require advance subscription. These services work by allowing a person outside the United States to make a call, usually by using a toll-free 800 number, plus an access code assigned by the callback provider.

The subscriber dials the 800 number and enters the access code to obtain a dial tone that permits the subscriber to make a callback to the United States or to another country. There are numerous callback service providers that offer service to and from a number of foreign countries.

Be advised, however, United States callback providers are not authorized to provide service to customers in countries that expressly have declared callback services to be illegal. To find out which countries prohibit callback services, contact the FCC’s Consumer Center at 1-888-CALL-FCC (1-888-225-5322), voice or 1-888-TELL-FCC (1-888-835-5322), TTY; or visit our Web site at www.fcc.gov/cgb.

TELEPHONE TRANSLATION SERVICES
WHEN PLACING INTERNATIONAL CALLS

Need help with translations? Some long distance telephone companies provide multilingual customer service representatives to assist you for a fee. Simply ask for an operator or customer service representative who speaks your language. Check with the carrier concerning charges for this service.

MONEY SAVING TIPS FOR SELECTING AN INTERNATIONAL
LONG DISTANCE SERVICE

Shop around and compare prices for plans, dial-arounds, pre-paid calling cards, and callbacks. Carefully read the terms and conditions for each of these services. Avoid paying “basic rates” whenever possible.
Know and understand your calling patterns. This will help you and your long distance carrier select the type of service that meets your needs at an affordable price. Think about whether you make enough calls each month to justify monthly fees that might be associated with a calling plan.
If you don’t understand your plan or the charges on your phone bill, ask questions of your long distance carrier. If you need a customer service representative who speaks your language, ask for one.
Periodically review your plan. Remember that carriers are always offering new rates and plans. Call your long distance carrier for updates on its plans and check the Web sites of other carriers for information on their international calling options. You may be able to get a cheaper plan.
Not sure of the phone number you want to call? Dialing international directory assistance can be costly. Instead, check the Internet for international telephone directories. If you do not have access to a computer, one is usually available for public use at your local library.