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AT&T Overbilling Class Action Lawsuit Shut Down; Forced Into AT&T-Inspired Arbitration

A class action lawsuit accusing AT&T of methodically over-measuring wireless customers’ usage and subjecting them to overlimit fees has been re-assigned to arbitration because AT&T wrote terms into contracts denying customers the right to pursue grievances any other way.

Plaintiff Patrick Hendricks claimed AT&T was systematically overstating customer usage by 7-14 percent with a rigged usage meter.  Hendricks claims some customers were overbilled by as much as 300 percent for phantom data usage that he claims never took place.  The measuring errors found in a two-month study cited by Hendricks were in AT&T’s favor, potentially exposing customers to surprise overlimit fees or, more recently, speed throttles.

Judge Breyer

But U.S. District Judge Charles Breyer shut down the court case, heard in a San Francisco federal courtroom.  Breyer ruled that since AT&T’s contracts bar lawsuits by customers, Hendricks must pursue his case in the venue required by AT&T — arbitration.

“[AT&T’s contract] requires the use of arbitration on an individual basis to resolve disputes, rather than jury trials or class actions, and also limits the remedies available … in the event of a suit,” Breyer ruled.

Ironically, Breyer is the same judge that dissented from an earlier case — AT&T v. Concepcion, that ultimately set the stage allowing AT&T to force consumers to pursue arbitration and practically speaking, remove their right to pursue class action relief.

“What rational lawyer would have signed on to represent the Concepcions in litigation for the possibility of fees stemming from a $30.22 claim?,” Breyer wrote. “The realistic alternative to a class action is not 17 million individual suits, but zero individual suits, as only a lunatic or a fanatic sues for $30’.”

Brandi M. Bennett, a California attorney who specializes in intellectual property law, considers arbitration clauses to be a major threat to class action cases:

“Class actions make it possible to find recourse for individuals with damages that make traditional litigation impractical. AT&T Mobility v. Concepcion appears to leave the average consumer at risk of being defrauded by corporations for $10, $20, $50 without any practical remedy. If one million customers are damaged for $20 each, a corporation can improperly realize a $20 million gain. Class actions serve to prevent that.”

Arbitration can offer a poor substitute, because most arbitration firms are beholden to their corporate clients for repeat business.  An arbitrator perceived to be exceptionally pro-consumer stands little chance of being retained when corporate defendants pay the arbitration firm for its services.  Some arbitration policies require consumers and the company to split the costs of arbitration, but those costs often easily exceed the value of the original claim, discouraging customers from pursuing a refund settlement.

Companies understand that reality, which is why clauses requiring arbitration to settle disputes are increasingly common in service contracts.

Hendricks’ original suit sought restitution for the entire class of consumers and damages for breach of contract, unjust enrichment, unfair and fraudulent business practices, unfair competition, and violations of the federal Communications Act.  Most arbitration clauses require consumers to file individual complaints, which few may ultimately do considering arbitration proceedings may occur in another city and often requires the complainant to appear in person to provide testimony.

The Consumer’s Guide to Universal Service Fund Reform: You Pay More and Get Inadequate DSL

Phillip Dampier November 1, 2011 Broadband Speed, Competition, Consumer News, Editorial & Site News, Public Policy & Gov't, Rural Broadband, Video, Wireless Broadband Comments Off on The Consumer’s Guide to Universal Service Fund Reform: You Pay More and Get Inadequate DSL

Phillip Dampier on USF Reform: It might have been great, it could have been a lot worse, but ultimately it turned out to be not very good.

Last week, the Federal Communications Commission unveiled their grand plan to reform the Universal Service Fund, a program originally designed to subsidize voice telephone service in rural areas deemed to be unprofitable or ridiculously expensive to serve.  Every American with a phone line pays into the fund through a surcharge found on phone bills. Urban Americans effectively subsidize their rural cousins, but the resulting access to telecommunications services have helped rural economies, important industries, and the jobs they bring in agriculture, cattle, resource extraction, and manufacturing.

The era of the voice landline is increasingly over, however, and the original goals of the USF have “evolved” to fund some not-so-rural projects including cell phone service for schools, wireless broadband in Hollywood, and a whole mess of projects critics call waste, fraud, and abuse.  For the last several years, USF critics have accused the program of straying far from its core mission, especially considering the costs passed on to ratepayers.  What originally began as a 5% USF surcharge is today higher than 15%, funding new projects even as Americans increasingly disconnect their landline service.

For at least a decade, proposals to reform the USF program to bridge the next urban-rural divide, namely broadband, have been available for consideration.  Most have been lobbied right off the table by independent rural phone companies who are at risk of failure without the security of the existing subsidy system.  Proposals that survived that challenge next faced larger phone company lobbyists seeking to protect their share of USF money, or by would-be competitors like the wireless industry or cable operators who have generally been barred from the USF Money Party.

This year, FCC Chairman Julius Genachowski finally achieved a unanimous vote to shift USF funding towards the construction and operation of rural broadband networks.  The need for broadband funding in rural areas is acute.  Most commercial providers will candidly admit they have already wired the areas deemed sufficiently profitable to earn a return on the initial investment required to provide the service.  The areas remaining without service are unlikely to get it anytime soon because they are especially rural, have expensive and difficult climate or terrain challenges to overcome, or endure a high rate of poverty among would-be customers, unable to afford the monthly cost for the service.  Some smaller independent phone companies are attempting to provide the service anyway, but too often the result is exceptionally slow speed service at a very high cost.

The new Connect America Fund will shift $4.5 billion annually towards rural broadband construction projects.  Nearly a billion dollars of that will be reserved in a “mobility fund” designated for mobile broadband networks.

The goal is to bring broadband to seven million additional households out the 18 million currently ignored by phone and cable operators.

The FCC believes AT&T will take a new interest in upgrading its rural landline networks, even as the company continues to lobby for the right to abandon them.

Unfortunately, the FCC has set the bar pretty low in its requirements for USF funding.  The FCC defines the minimum level of “broadband” they expect to result from the program — 4/1Mbps.  That’s DSL speed territory and that is no accident.  The phone companies have advocated a “less is more” strategy in broadband speed for years, arguing they can reach more rural customers if speed requirements are kept as low as possible.  DSL networks are distance sensitive.  The faster the minimum speed, the more investment phone companies need to make to reduce the length of copper wiring between their office and the customer.  Arguing 4Mbps is better than nothing has gotten them a long way in Washington, but it also foreshadows the next digital divide — urban/rural broadband speed disparity.  While large cities enjoy speeds of 50Mbps or more, rural towns will still be coping with speeds “up to” 4Mbps.

The FCC does not seem too worried, relying heavily on a mild incentive program to prod providers to upgrade their DSL service to speeds of 6/1.5Mbps.

The irony of asking AT&T to invest in an aging landline network they are lobbying to win the right to abandon is lost on Washington, and future speed upgrades for rural America from companies like Verizon are in serious doubt when they sell off their rural areas to companies like FairPoint and Frontier and leave town.

Critics of USF reform suggest the program is still stacked in favor of the phone companies, and considering the state of their copper wire networks, would-be competitors are scratching their heads.

The cable industry, in particular, is still peeved by reforms they feel leave them at a disadvantage.  Of course, Washington may simply be recognizing the fact cable companies are the least likely to wire rural America, but when they do, the service that results is often faster than what the phone company offers.  The nation’s biggest cable lobbyist — ironically also the former chairman of the FCC, Michael Powell — still feels a little abused after reading the final proposal.

“While we are disappointed in the Commission’s apparent decision to ignore its longstanding principle of competitive neutrality and provide incumbent telephone companies an unwarranted advantage for broadband support,” said National Cable & Telecommunications Association President Michael Powell, “we remain hopeful that the order otherwise reflects the pro-consumer principles of fiscal discipline and technological neutrality that will bring needed accountability and greater efficiency to the existing subsidy system.  We are particularly heartened by the Commission’s efforts to ensure that carriers are fairly compensated for completing VoIP calls.”

Wireless operators are not happy either, because the arcane requirements that come with the USF bureaucracy were written with the phone companies in mind, not them.  Small, family-owned providers find it particularly difficult to do business with the USF, if only because they don’t have the staff or time to navigate through endless documents and forms.  Phone companies do.

Your phone bill is going up.

Many consumer groups are relieved because it could have been much worse.   The FCC could have simply capitulated and adopted the phone companies’ wish-list — the ABC Plan.  Thankfully, they didn’t, but the FCC has naively left the door open to substantial rate increases for consumers by not capping the maximum annual outlay of the fund.  That follows the same recipe that invited higher phone bills and questionable subsidies awarded in an effort to justify the original USF program even after it accomplished most of its goals. Consumers may face initial rate increases of $0.50 almost immediately, and up to $2.50 a month five years from now.

The FCC, unjustifiably optimistic, suspects phone companies and other telecommunications interests won’t gouge customers with higher prices.  They predict rate increases of no more than 10-15 cents a month.  I wouldn’t take that bet and neither will consumer groups.

“We’re going to press the FCC to ensure that these are temporary increases, because history has shown that these types of costs tend to stick around and go on and on and on,” said Parul Desai, policy counsel for Consumers Union.

An even bigger question left unanswered is just how far the FCC will get into the broadband arena when it refuses to take the steps necessary to ensure it has an admission ticket.  The agency has avoided classifying broadband as a telecommunications service, an important distinction that would bolster its authority to oversee the industry.  Without it, some members of Congress, and more importantly the courts, have questioned whether the FCC has any business in the broadband business.  Just one of the many high-powered players in the discussion could test that theory in the courts, and should a judge throw the FCC’s plan out, we’ll be back at square one.

[flv]http://www.phillipdampier.com/video/C-SPAN Tom Tauke from Verizon on Changes to the Universal Service Fund 10-29-11.flv[/flv]

Verizon’s chief lobbyist Tom Tauke spent a half hour last weekend on C-SPAN taking questions about USF reform and the side issues of IP Interconnection and Net Neutrality policies. Tauke supports consolidation of small phone companies into fewer, larger companies.  He also expands on his company’s lawsuit against Net Neutrality, which fortuitously (for Verizon) will he heard by the same D.C. Court of Appeals that threw out the FCC’s fines against Comcast for throttling broadband connections.  Politico’s Kim Hart participates in the questioning, which also covered wireless spectrum issues impacting Verizon Wireless, AT&T’s stumbling merger deal with T-Mobile, and Verizon’s latest lawsuit against the FCC for data roaming notification rules.  (28 minutes)

Let Consumers Buy Cable Boxes and Stop Endless Rental Charges

Rogers Cable lets their customers purchase this cable box outright to avoid rental charges.

Stephen Simonin first came to our attention in January 2010 when he proposed charging cable operators room and board for their expensive cable set top boxes they require subscribers to rent.  Now, the chairman of the Litchfield (Conn.) Cable Advisory Council is back with another salvo — demanding an end to mandatory rental charges for cable TV equipment and access to competing providers:

The biggest industry in the US that has money for jobs is the entertainment industry. Federal law requires Cable to carry local broadcast and public channels in the clear for all. If we contact our Federal representatives and ask them to add: “Must carry adjacent competitors programming” We would add a million USA jobs immediately. Paid for by corporate cable and NOT tax dollars!

Cable has forced all of us to RENT cable boxes. We are not allowed to buy them because this is guaranteed free revenue forever for them. A box costs less than $100 and we pay nearly $10 a month for rental and power each month. Cablevision makes over $1,000,000,000 a year on set top box rentals alone. This is only one company! They have compressed TV to less than 20% of the transport. They use the other 80% for business and not covered under TV franchise (Wi-Fi, data, phone business). However, they use the TV franchise for this monopoly access to our front doors.

Adding this must carry clause will allow up to 5 different cable providers at our front doors for lower costs, higher quality and real competition. Cable will not want to give up that fat 80% business revenue they have today and will need to add a new fiber/co-ax transport across the country on their nickel! Think how many local jobs $1,000,000,000 can pay for. Now remember that we have several cable companies here in CT!

These are American jobs! Please help us get this passed! Call our Federal Congressman and Senators today. Remind them of the details I have sent them on behalf of the People.

Simonin’s proposal, sent to Stop the Cap!, enjoys some precedent… in Canada.

Sky Angel, a Christian television distributor, abandoned satellite in favor of IPTV several years ago. Their subscribers watch Sky Angel's channel lineup over a broadband connection.

Consumers there can purchase cable boxes in stores like Best Buy ranging from $80 for a refurbished unit that works with Shaw Cable to $500 for a cable box with DVR designed for Rogers Cable customers.  Buying your own box puts an end to rental fees, often $7+ per month, which never stop, even after the box is effectively paid for in full.  But for those seeking a built-in DVR, the initial price tag is on the steep side.  The practice of buying boxes has also generated some surprising competition between Rogers and itself.  When customers call to inquire about new service, Rogers often includes discounts including free box rentals, making it unnecessary to purchase the box at all (as long as you remember to re-negotiate an extension of the promotion when it ends).  That’s a savings of nearly $100 a year for some customers.  Buying DVR equipment guaranteed to work with your current provider also makes it easy to upgrade the device with larger capacity hard drives that can store more programming.  Since the failure point for most DVR’s is the hard drive, occasional replacements and upgrades can keep a box running for years.  Many pay providers in the United States charge higher rental prices for higher capacity equipment, with no option to buy.

Simonin’s proposal to open up cable networks to other providers is more novel, and probably a lawyer’s dream come true for the endless litigation it offers.  It’s highly unlikely the courts will side with the notion of forcing cable operators to open their infrastructure to competing providers, and considering the amount of informal collusion between companies today, it’s probably not going to deliver much savings.

A bigger hope on the horizon is the ongoing march to IPTV — television programming delivered using Internet technology.  With strong Net Neutrality policies in place (and a strong position against Internet Overcharging with usage caps or usage-based billing), dozens of new virtual “cable companies” could be launched, delivering their lineups over the Internet, direct to computer and television screens.  That could deliver consumers an endless choice of providers, assuming regulatory oversight is in place to make sure programming is available to all at fair and reasonable prices and that broadband providers are not allowed to block or impede access to the offerings that result.

It’s much easier to do an end run around Big Cable than trying to find a way to get them to change their business plans.

An Open Letter from a Frontier Communications Employee

Stop the Cap! received this unsolicited letter from an employee working at Frontier Communications about how the company has been running the business and treating their customers.  We’ve been able to independently verify enough of this letter, by talking with other Frontier employees, to highlight it for our readers. 

Frontier Communications is a long way from its progenitor (and namesake) — Rochester Telephone Corporation, which operated locally with excellence for 100 years.  Rochester Tel changed its name to Frontier Communications as it sought to abandon its image as a basic phone company.  It was later sold to Global Crossings, which later sold it to Citizens Communications, which decided to adopt the Frontier name itself.

I work for a major well known utility company and I feel ethically compelled to inform someone that there are practices within my company that are being done without consideration for the consumer. My employment there has extended well over three years now and I have been turning a blind eye to what they call ‘customer service.’ I believe that I have the duty to expose some of these inner-workings to the public. I work for Frontier Communications.

I do not want to be named nor am I going to divulge any names of my fellow employees. I will give details about some of the misinformation given to customers, issues with systems that cause billing problems, and a few other known issues that upper management continues to overlook.

Recently there were a few groups of employees force-fed training on Frontier’s newest [customer support] systems. It was crammed into an eight day course. The majority of the time the training systems were down, certain elements of the systems were overlooked with promises that employees will learn how to manage these while on the floor. Anxiety and panic swept the call center; worried faces riddled with anger and frustration stood out everywhere. All except the higher management. They kept saying, ‘don’t worry, you guys will be OK’ or ‘we have to get this call volume down’. But the statement that never failed was, ‘don’t forget that you need to offer a wide array of services on every call. That’s your job.’ Regardless if a customer is calling in because she/he cannot afford their service as-is, we are required to try and upsell them.

I was employed with Verizon prior to the acquisition to Frontier. It was an exciting day for us because we felt like Verizon’s iron hand was being lifted. But to our dismay the same type of mentality still exists [with Frontier]. The changes Frontier made caused a lot of panic as well. We are trained for sales rather than customer service even though Frontier’s values are “People, Product, and Profit.” A customer may call in with a major issue, often irritated and frustrated.  We are expected to entice them to purchase an additional product that may or may not work.

I will enlighten you on that subject.  Our ‘network congestion’ issue with High Speed Internet has caused a tremendous volume of calls to the call centers and tech support. There were periods when calls to these departments exceeded 30 minutes and even at times close to an hour. Numerous [former Verizon] customers have experienced ‘network congestion’. This issue caused a great deal of frustrated customers to call about their Internet (HSI) service dropping. Some of them experience up and down periods over a few months. I even witnessed some customers that were out for weeks at a time.

How do you sell a product that is not reliable? Netflix made the comment that Frontier has one of the worst broadband services in the nation. Some of us here feel guilty when we sell certain products because we know it may or may not work sometimes. The newest, greatest selling technique we have for HSI is selling it whether or not it is available in a customer’s area. Customers call in livid and frustrated because they were told they can get a service and now they are being told their area is not available for that upgrade to HSI quite yet.

Another odd situation we have going on right now is our new phone systems are Voice Over IP. We are the phone company right? Then why are we using that type of system? Among the numerous issues: dropped calls, noise on the line, being unable to fully understand what the customer is saying & vice-versa, and the system totally freezing up while on a call.

There are some of us who have just sat around because we were unable to access anything. One rep became concerned because their training for the phone system consisted of a learning document they were given minutes before they were expected to use it. A coach was made aware of her concerns and his comment was more or less ‘well then you need to ask if you need help’. That reply was heard by a few different reps and all were taken aback. Why can’t we get the training we need to navigate through all of the madness?

Call volume. How are we going to be able to handle issues like repair and collections, write orders properly, and steer through a calling system that just doesn’t seem to be working correctly? Apparently it doesn’t matter as long as we upsell our customers.

One of the last issues I’m going to share with you is a critical issue that a new rep has brought to our attention and higher management as well. When a service  appointment — repair, new install, etc. — is not fulfilled, the customer is NOT called back to let them know their scheduled appointment will not be kept, much less make an effort to reschedule it. Management and other departments know about this and still no efforts have been made to fix it. I have seen this on my end as well. What do you say to a customer who asks, ’why didn’t anyone call?’ There’s no real honest way to answer that properly.

I don’t know what is going to happen with the pending lawsuit that Frontier has from the $1.50 surcharge for HSI service but I do know that a lot of us here don’t agree with the charge and how it was handled. We were given a document on what to say when the customer calls in and disputes the charge. It was a paragraph, more or less, stating we are imposing this surcharge and there’s nothing we can do to waive it.

I now realize I have a made a poor choice in my career. I have great empathy for the customer and I’m fed up with how they are treated as well as the employees.

Thank you for listening,

“Joan Jones” (Anonymous)

Comcast Kicks CenturyLink Around With Very Aggressive ‘Switch Provider’-Discount Deals

Phillip Dampier October 24, 2011 Comcast/Xfinity, Competition, Consumer News, Editorial & Site News Comments Off on Comcast Kicks CenturyLink Around With Very Aggressive ‘Switch Provider’-Discount Deals

Stop the Cap! reader Wayne A. dropped us a line to let us know Comcast has been getting very aggressive in the Denver area, poaching CenturyLink customers with enormous discounts:

My wife and I just accepted a package from Comcast to leave CenturyLink for a package that includes:

  • Digital Premier HD with DVR
  • HBO, Cinemax, Showtime, and other premium movie channels
  • Broadband service at 25/5Mbps
  • Unlimited Long Distance Digital Phone Service

Comcast’s price?  An amazing $109.99/month for the first year, $129.99/month for the second.  Wayne says that’s a savings of $90 a month over ordinary Comcast prices, and compared with what he was paying CenturyLink, he will save $912.12 during the first year and around $600 for the second.

What makes Comcast’s pricing so aggressive is the fact they include much faster broadband speed than many other retention or “capture” customer deals.  They also throw in free premium movie channels.  We’ve seen Time Warner Cable offer triple-play retention deals for less than $90 a month for the first year, but they don’t include movie channels and deliver broadband service at the standard 10/1Mbps speed.

If you are paying Comcast more, it may be time to pick up the phone and threaten to walk unless you can have the same deal.  We’ve found dealing with customer retentions to be a real “your results may vary”-experience.  Don’t be willing to take the first offer.  Don’t be afraid to dismiss weak deals with a non-committal “I’ll think about it” if the price is not right for you.  Then call back.

In the last few weeks, we’ve found Time Warner Cable’s best deals still go to customers who actually schedule a service disconnection. Within hours, Time Warner starts calling, looking to “make an offer you cannot refuse.” The retention specialists at Time Warner who reach out to you generally have the most aggressively priced deals. You qualify if you call, schedule a disconnect a week or two out, and wait by the phone. You can keep your service running while company representatives try to convince you to stick with them.  Just make sure you answer those unfamiliar Caller ID-calls — it’s probably the cable company.  Most will ask why you disconnected.  If you answer “price,” the deals start coming.

Unfortunately, there was no way we could take advantage of any of their latest offers, which literally started two hours after disconnecting my late grandmother’s cable service.

It’s a buyer’s market for telecommunications products, so never settle for the regular price when a substantial discount is a phone call away.

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