Lawmakers Consider Consumer Protections on Cell Phone Billing

Consumer groups, consumers and lawmakers urged members of the Joint Committee on Telecommunications, Utilities and Energy to support consumer protections for cell phone customers at a public hearing Tuesday at the Massachusetts State House. The bill -- The Cell Phone Users’ Bill of Rights (SB 1982, HB 3389) -- was filed jointly by Representative Steve Walsh (Lynn) and Senator Karen Spilka (Ashland).

Consumer complaints about cell phone companies’ unfair billing practices and poor quality are leading to calls for change from frustrated customers. Complaints to the Federal Communications Commission (FCC), which oversees the wireless industry, continues to receive over 25,000 consumer complaints a year for the last 3 years. In a 2006 survey, Consumer Reports found that cell service still leaves a lot to be desired. As a group, cellular carriers scored only 66 on a scale of 0-100 for overall satisfaction (100 being the best), worse than most other services they survey – in line with cable TV and computer tech support.

“They [cell companies] act like they can charge customers whatever they want, whenever they want, even improperly, and not be held accountable,” complained Michelle Chisholm, of Norfolk, a former Nextel customer who switched to Sprint before the two companies merged, who complained about her service to MASSPIRG, the District Attorney, and the Attorney General.