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September 2, 2005 11:28 AM
Broken: A Monthly Mystery - New York Times
Speaking of cell phone problems: A Monthly Mystery: Fee-Plagued Phone Users May Be Mad, but Rebellion Seems Futile, courtesy the New York Times.
The carriers might promote flat-rate phone plans for, say, $49.99 a month, but once the many indecipherable fees are larded into a bill, a customer may actually pay $10, $20 or more a month.
"The proliferation of these charges is happening because the carriers are playing a shell game, plain and simple," said Thomas Allibone, an independent auditor and a former member of the consumer advisory committee at the Federal Communications Commission. "They'd rather weather a customer's complaint because they are making $20 or more in surcharges."
For her part, a Verizon spokersperson said that "all customers and potential customers to talk to our reps to understand our plans and charges."
Here's an idea - why not be more upfront with customers, so they don't have to call?
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