NTS Communications » Consumer Protection
Consumer Protection
Toll FraudToll fraud can occur in many forms and under numerous circumstances. Calling card fraud, PBX fraud, wireless fraud and identity-theft are all types of fraud that can and do occur with great frequency. NTS Communications continuously works with private and governmental organizations to combat toll fraud and protect our customers. If you observe or believe you are a victim of toll fraud, please contact NTS Communications and report it. We want to help.
Slamming
Telephone companies are prohibited by law from switching you from one telephone service provider to another without your permission, a practice commonly known as “slamming”.
If you are slammed, the law requires the telephone company that slammed you to do the following: pay all charges associated with returning you to your original telephone company within 5 business days of your request; provide all billing records to your original telephone company within 10 business days of your request; pay your original telephone company the amount you would have paid if you had not been slammed; and refund to you within 30 business days any amount you paid for charges during the first 30 days after the slam and any amount more than what you would have paid your original telephone company for charges after the first 30 days following the slam. Your original telephone company is required to provide you with all the benefits, such as frequent flyer miles, you would have normally received for your telephone use during the period in which you were slammed.
If you have been slammed, you can change your service immediately back to your original provider by calling your local telephone company. You should report the slam by writing or calling the Office of Consumer Protection, Public Utility Commission of Texas, P. O. Box 13326, Austin, Texas 78711-3326; (512) 936-7120 or 1-888-782-8477; e-mail address customer@puc.state.tx.us. Hearing and speech-impaired individuals with text telephone (TTY) may contact the commission at (512) 936-7136.
You can prevent slamming by requesting your local dial tone provider to place a “pic” freeze on your account. With a freeze in place, you must give formal consent to “lift” the freeze before your phone service can be changed. A freeze may apply to local toll service, long distance or both. The public Utility Commission of Texas can give you more information about freezes and your rights as a customer.
Cramming
Placing charges on your phone bill for products or services without your authorization is known as “cramming” and is prohibited by law. If you believe you were crammed, you should contact NTS and request that we take corrective action. The Public Utility Commission of Texas requires the billing telephone company to do the following within 45 days of when it learns of the unauthorized charge: cease charging you for the unauthorized product or service; remove any unauthorized charge from your bill; refund or credit all money to you that you have paid for an unauthorized charge; and on your request, provide you with all billing records related to any unauthorized charge within 15 business days after the charge is removed from your telephone bill.
If NTS fails to resolve your request, or if you would like to file a complaint, please write or call the Office of Consumer Protection, Public Utility Commission of Texas, P. O. Box 13326, Austin, Texas 78711-3326; (512) 936-7120 or 1-888-782-8477; e-mail address customer@puc.state.tx.us Hearing and speech-impaired individuals with text telephone (TTY) may contact the commission at (512) 936-7136.
Your phone service cannot be disconnected for disputing of refusing to pay unauthorized charges. You may have additional rights under state and federal law. Please contact the Federal Communications Commission, the Texas Attorney General, or the Public Utility Commission of Texas if you would like further information about possible additional rights.
Telephone Solicitors
What You Can Do
The law provides certain protections for a person who receives a telephone solicitation at their residence.
A telephone solicitor must identify himself or herself by name; identify the business on whose behalf he or she is calling; identify the purpose of the call and identify the telephone number at which the person, company or organization making the call may be reached.
A telephone solicitor may not call your residence before 9:00 a.m. or after 9:00 p.m. on a weekday or Saturday or before noon or after 9:00 p.m. on a Sunday. If a telephone solicitor uses an automatic dialing/announcing device, the machine must disconnect from your line within 30 seconds after termination of the call.
Exceptions: The requirements above do not apply to telephone solicitations made at your request, or solicitations made in connection with an existing debt or contract, or calls from a telephone solicitor with whom you have a prior or existing business relationship.
If you use a credit card to purchase consumer goods or a service from a telephone solicitor other than a public charity (an organization exempt from federal income tax under the Internal Revenue Code section 501 ( c ) (3) ), the seller must: offer a full refund for the return of undamaged and unused goods within seven days after you receive the goods or service (the seller must process the refund within 30 days after you return the merchandise or cancel your order for undelivered goods or service); or provide you with a written contract fully describing the goods or service being offered, the total price charged, the name, address, and business phone of the seller, and any terms and conditions affecting the sale.
The Attorney General of Texas investigates complaints relating to a violation of this law, which can be found at the Business and Commerce code Chapter 37. If you have a complaint about a telephone solicitor whom you believe has violated this law, contact: Consumer Protection Division, Office of the Attorney General of Texas, P.O. Box 12548, Austin, Texas 78711, (512) 463-2070.
Another law found at Public Utility Regulatory Act section 55.151 and 55.152 requires a telephone solicitor to make every effort not to call a consumer who asks not to be called again. Complaints relating to a violation of this law are investigated by the Public Utility Commission of Texas. If you have a complaint about repeated solicitation from a telephone solicitor you have asked not to call you again, contact: Office of Consumer Protection, Public Utility Commission of Texas, P. O. Box 13326, Austin, Texas 78711-3326; (512) 936-7120 or 1-888-782-8477; e-mail address customer@puc.state.tx.us Hearing and speech-impaired individuals with text telephone (TTY) may contact the commission at (512) 936-7136. If you have Internet access and wish to have your name placed on the Texas No Call List, point your Internet browser to http://www.puc.state.tx.us/ocp/telephone/donotcall.cfm. Enrollment is quick and easy.
Be advised that you have additional rights under federal law. Please contact the Federal Trade Commission or the Federal Communications Commission for further information on these additional rights.
Customer Propreitary Network Information (CPNI)
It is your right under federal law to restrict the use of your NTS customer information. Protecting the confidentiality of your customer information and how it is used is important to us. Your customer information includes the type of services you purchase, how you use them and the billing of those services you may find useful.
NTS does not release your CPNI to any third party without your written consent unless required to do so by law. NTS may use your CPNI to offer you products and services you may find useful.
Inter-exchange Carrier Contact List
Who to call for unauthorized changes
Sprint Long Distance
Residential 1-800-877-4646
Business 1-800-877-4020
MCI Long Distance
Residential 1-800-444-3333
Small Business 1-800-444-2222
Excel Telecommunications
Residential 1-800-875-9235
Business 1-800-875-9235
