So, what do I do now? Obviously I'm going to call Qwest back and
> raise whatfor, but then what? If I can't get my LD account "fixed"
> then I'll have to port the 800 number elsewhere; any suggestions for
> cheaply "parking" an 800 number? [snip]
Check out the CLEC's in your area: in your case, the smaller ones are the best. They'll be able to set up pretty much any arrangement you want. Don't forget that it's YOUR number, not QWEST's. If QWEST gives you trouble about a transfer, tell your new provider to force the change -- there's a nominal fee, but a "force" bypasses the old carrier completely.
Also, any suggestions as to how somebody could be cramming these LD
> calls onto my account? [snip]
"Cramming" may be the right word: it's possible they're being added in the data-processing system, either because of a programming error or due to a mistake by a CO Tech who has set up someone else's number to bill to yours.
I suggest you take these steps, and ignore any demand that you deal with only one person and/or agency:
- File a fraud complaint with the FCC, with copies to your Senators and Congressman.
- File a fraud complaint with the PUC, with copies to your local and state officials.
- File a fraud complaint with the telco security department.
- File a fraud complaint with EVERY consumer-help reporter at EVERY local TV station.
- File a fraud complaint with the consumer-affairs reporter at EVERY newspaper that serves your area.
- Demand to see the AMA Local Usage Detail records from your central office. Don't let anyone tell you they can't provide them; they do it routinely for the police.
- Demand to see a printout of all Call Detail Records that applied to your account in the billing system(s). Ditto for these - keep harping on how easily the police can get them, and remember that these are NOT the same as the central office records. (This is where cramming happens).
- Demand that the cable department check every terminal that connects to your cable pair to be sure no one is doing clip-on fraud. Ditto the CO inside wiring.
- Demand that the Central Office supervisor personally check your CO translations and certify that no other dial tone is being billed to your line. Ignore any assurances that it "couldn't happen", because it did and it does: the service reps usually have access only to a provisioning system, not the actual CO computer.
Long story short: make a lot of noise, and do whatever you can to force the customer reps to deal with other departments and agencies. ILECs are vertically structured, so it's important to go both _up_ and _across_ the chain of command: it's harder for them to cope with inquiries from outside their "smokestack", i.e., questions from other agencies or departments that cross the boundaries they're used to dealing with.
- When you speak with anyone at QWEST or the ILEC, demand to have the real name and phone number for every person you talk to: anyone who won't give it to you is a functionary with no real authority.
- Demand to speak to the the boss, again and again, and demand that whomever you're referred to give you _their_ boss' name, title, and contact number _before_ you'll talk to them.
- Never take vague assurances that they'll "look into it" or that they'll "contact their supervisor". Demand a specific time when you will be contacted, and the name _and contact number_ of the person to whom the problem is being referred. Always ask if the contact time is after the shifts change, and if so, demand to go higher right away.
- Consider recording your phone calls: you do NOT need to have a "beep" tone on the line so long as you tell people that they're being recorded. This is a double-edged sword, but it's very effective at getting you out of the lower echelons quickly.
- If someone from the legal department calls you, insist on speaking to an attorney. Don't let them tell you that a lawyer can only talk to a lawyer.
Keep your eyes on the prize: you want your account flagged with a big notice saying "Supervisor access only. Legal department must be notified of any change. FCC/PUC inquiry pending." Your "end state" is not just to get credit for these calls, but to be someone they want to keep happy in the future.
Oh, and just to be safe, tell your kids that you're going to do all this and that they may have to talk to the police, and ask them if there is any chance they or their friends made a mistake and called Mexico.
FWIW. YMMV. Don't ask me how I know. :-(
William
William Warren
(Filter noise from my address for direct replies)