Consumer Watch: Customer Rights

You use it to stay connected by ear, by e-mail, and for emergencies.
Cellular phone use is growing, and thieves are waiting for you to hang up so they can pick it up.
The number of cell phone theft victims is unknown because cellular companies claim they don’t keep track of the figures.
Ed Harrison is one of those “uncounted” victims.
Last year, the Greenville resident packed his cell phone in his luggage for a trip to Africa.
When we landed, someone grabbed his phone and start making expensive calls while he and his wife traveled the country.
“So, unfortunately I was gone for 16 days knowing that I wasn’t in a position to need the phone or in an area where there were any cell towers,” Harrison said.
Within those 16 days, the thief racked up a bill worth nearly $21,000 dollars. His normal bill is just a few hundreds dollars.
“I would have never guessed that it would have caused that they could use up that kind of cost in such short period of time,” Harrison said.
Harrison called and wrote explaining the situation to his cellular provider, AT&T for months, but they would not budge.
Unlike fraudulent credit card purchases, where consumers are liable for only $50 dollars, there is no law protecting cell cellular consumers who face the same crime.
Charles Terreni is the administrator for the Public Service Commission, “The cell phone business is not regulated by the Public Service Commission, so we can’t help them in that regard.”
The Commission regulates utilities like, landline phones businesses, electric, and water companies, but don’t ask the commission for help if your cell phone provider gives you the run-around.
Help is on the way.
For the first time, the statehouse may give cell phone consumers more rights. “That’s an area where sate government can do something about,” said Greenville State Senator Mike Fair.

Fair is proposing a bill that would:
Require cell phone companies to drop nearly all charges made by cell phone thieves.
Eliminate re-installment fees for phones stolen or lost.
Eliminate cancellation fees if you move into area with no signal.
  Click Here to view the bill
( You must have Adobe Reader to view the .pdf file CLICK HERE to download a free Adobe Reader.

Harrison is lucky. A friend within company helped him get his charges cleared. But not everyone is so fortunate, and for now, cell phone calls you may not make—-you still must pay.
AT&T declined an on camera interview, but they did send us this written response, “When a phone is lost or stolen - or even if a customer thinks it may be lost or stolen, they should call AT&T immediately and our customer care department will immediately disable the phone to prevent anyone from using it.“
The Department of Consumer Affairs supports senator Fair’s bill.

What Should I Do If My Cell Phone is Stolen?

From http://www.wisegeek.com
If your phone is stolen, the first step is to suspend your account so people cannot make expensive calls or texts to others using your phone. Depending upon the type of service you use, you may either need to call the service or use their Internet reporting service to stop the line from working.
Most believe that this should be done as soon as possible, since people can immediately begin to make expensive calls from your phone. Failure to report promptly if your cell phone is stolen could mean you are responsible for some of the calls made by the thief.
Many cell phone companies also sell additional insurance that can help one cover these costs if your cell phone is stolen. Some cell phone insurance also can cover the cost of replacing the phone. If you purchased your phone and contracted with a service at the same time, you may have to spend significantly more to replace the phone.
Cell phone companies often offer excellent deals to new customers, but for established customers, a brand new cell phone can come at a high price, especially if is replacing an elaborate or expensive phone.
Cell phone insurance may also be purchased from private companies and help to protect call costs and materials if your cell phone is stolen. However, be certain not to pay for double insurance. For example, some home and renter’s insurance, and some auto insurance may cover replacement of a cell phone.
If your cell phone is stolen from your vehicle or home, you may be eligible for replacement under one of these plans. However, if your cell phone is stolen when you are outside, you may not have coverage under these plans.
If your cell phone is stolen and is a prepaid phone, you can still request that service be stopped to the phone. However, your cell phone will stop working the moment the thief runs out of pre-purchased minutes.
In these cases, you might want to risk the minutes for a day or two, to see if anyone has merely found your cell phone and wishes to return it to you. It’s a good idea to keep your home number listed in your call list, so that someone who finds a lost phone has the chance to return it to you.
With many prepaid services, replacing the cell phone is less expensive, provided the model you use is fairly simple. It may not be worth it to purchase cell phone insurance. More expensive phone models may make insurance well worth the cost.
The cost of replacing your phone may not be worth the insurance expense if your cell phone is stolen. However, you should still report the theft to both your cell phone service provider and your local police department if your cell phone is stolen, at least within a few days, since the company can then make it impossible for someone to have your number, receive your calls, and purchase new minutes on the phone.
About one in four cell phones are lost, damaged or stolen. Cell phone insurance often covers you not only if your cell phone is stolen, but also if it is lost or damaged. You should treat a lost phone as if your cell phone is stolen. Report the loss and hope for the best. It is often possible to reinstate the line if your phone is returned to you, or if you find it on your own.