Commentary –

Competition, The Phone Company Way

By William A. Collins

Competition,

We bemoan;

When we use,

The telephone.

Years ago the Justice Department broke up Ma Bell because she was a grasping monopoly. Since then long distance rates have dropped sharply and wonderfully. Not much else, however, has changed. “Grasping” still lies embedded in the genes of phone companies.

One cute trick is “directory assistance.” Calling “information” used to be free. Then it cost a quarter. Now it’s over a dollar. To help out those of us who call around the state a lot, SNET used to offer free phone books from other towns. You’d just go down to the local office and pick them up. Now most local offices are closed, and the books cost 20 bucks.

SNET also recently sent us a breezy letter under the cover of a phony new “citizens organization” called Connect Connecticut. They offered to help us keep up with the latest in communications technology and policy. They’d also let us know when the General Assembly was taking up issues that might interest us, and presumably SNET. Perhaps we’d care to call a legislator or two.

More ominous has been our family experience with Ma Bell herself. AT&T called last fall, offering 5 cents per minute on out-of-state calls, plus some frequent flyer miles. Sounded good. We signed up for both our lines. Then the bills came. For the line where we do little calling, all was hunky-dory – just 5 cents per minute. On the other line they charged us 30 cents, plus many dollars in fees.

After an endless hold for customer service, a nice lady assured us that she’d straighten everything out. When the next bill came, nothing was straightened out. By then, they wanted $500. Another lengthy call brought another promise. The next bill showed a credit, but continued charging at 30 cents. There followed a gentle note from the collection department.

Our next call was to the Department of Public Utility Control (DPUC). That nice lady called back to say that everything was straightened out. But the following bill was for $1,000, followed by a threat to terminate service. A second call to the DPUC ended with an instruction to pay $260, and that everything was straightened out. That may be. Our phone still works. But in six months we have never received a correct bill.

Our earlier experience with MCI seems benign by comparison. It simply shorted us thousands of frequent flyer miles. Sprint was awful too, but it was so long ago that I forget the grievance. And our local provider, Optimum, told us for months that we weren’t allowed to use another carrier for in-state long distance. The DPUC had to straighten that one out, too.

What emerges is a better understanding of the meaning of the term “competition” in the telephone industry. Each player devises an appealing package of rates and perks to advertise in the media, and to sell through telemarketing. Potential customers are approached with great love. Then, once you’re signed up, the gouging begins.

It has gotten so bad that the Federal Communications Commission has ordered phone companies to tell us when they change our rates. They won’t do it voluntarily. In fact, our bill doesn’t even tell us what rates we’re paying now. The only way to find out is to call overseas or to use you calling card, and then try to figure out the bill.

There’s more, but you get the drift. The rules of telephone service are severely stacked against the consumer. The only good part is the long-distance rate. Well, no… the DPUC is good, too. The companies fear it. So don’t hesitate to call. It’s in the blue pages.

(Columnist William A. Collins is a former state representative and a former mayor of Norwalk.)