WASHINGTON-GTE Network Services announced it is adopting an anti-cramming policy that it defines as the toughest in the industry.
Cramming is the practice of adding unauthorized charges to customers’ telephone bills, such as for paging services or voice mail. With the growing popularity of bundling different telecom services onto one bill, cramming has become the National Consumers League’s most prevalent complaint in the last year.
“GTE won’t tolerate companies that submit false or deceptive charges to us,” said Larry Sparrow, president-GTE Wholesale Markets. GTE provides billing and collection support for more than 60 third-party companies for services ranging from long-distance and wireless to Internet access, the company said.
GTE’s policy changes include allowing customers to limit the number of companies that can bill products to their local phone bill, effective April 1; eliminating non-telecommunication items, such as club or membership fees for psychic or sports chat lines, as of Jan. 1; and require third-party verification of any new service provider other than long distance, as of Jan. 1.
The company also redesigned its local telephone service bills so customers will more easily understand their charges. Changes will be phased in over six months, beginning in October with new bill phrases.
Earlier this year, GTE announced it would require more clear, descriptive terms on its bills and set a customer complaint level ceiling. The company also announced in May it wouldn’t renew third-party billing contracts with three companies for failing to meet minimum customer-satisfaction levels. Eleven more companies are on probation.
