Author: Web Perseverance, Inc.:Cindy LeClaire
Imagine getting a call from a business on the other side of the country informing you that they were receiving calls for your company on their 800 line. And, the reason the other company was receiving your calls was because they had the same 800 number for their business. In fact, this is a true story. A law firm that had an 800 number for over ten years discovered that its toll-free number provider had placed their 800 number on the ‘disconnect’ list and a new company had purchased the number and was using it in their marketing efforts. To add insult to injury, the law firm was still paying for the 800 number the provider had sold to the other company. When the problem was brought to the attention of the toll free number provider, they admitted their mistake and are working out the error with the two companies. However, the situation poses many questions. “Who is monitoring these numbers? Aren’t the numbers verified? How could a number in use for more than ten years be sold to another company?”
Toll-free Number Basics
Companies called Responsible Organizations (RespOrgs) assign toll free numbers on a first-come, first-served bases. These companies that may or may not be telephone companies, have access to the SMS/800 database, which contains information on the status of all toll-free numbers. RespOrgs are certified by the SMS/800 database administrator, which manages toll-free service.
The FCC regulates how toll-free numbers can be used and obtained. FCC rules require that toll-free numbers be portable, meaning that if you change your toll-free number provider you can move your number to the new provider. The FCC also specifies the criteria for determining the status of each toll-free number, and the rules prohibit warehousing and hoarding of toll-free numbers. However, the FCC is not involved in the day-to-day assignment of toll-free numbers, cannot provide any information about the status of a specific number, fulfill requests for a toll-free number, and has no direct access to the 800 number. Guidelines are set by a telephone industry standards-setting organization, but the guidelines must comply with the FCC’s rules and regulations.
If a toll-free number provider violates FCC toll-free number regulations, the provider can be subject to severe penalties including:
Decertification as a RespOrg
Commission-imposed forfeiture penalties
Criminal fines
Prosecution by the D.O.J.
Imprisonment
If you have a problem with toll-free number provider, first try to resolve the situation with your provider. If you cannot resolve it with your provider, you can file a complaint with the FCC using their online complaint form.
Protect Your Toll-Free Number
There are literally hundreds of toll-free number providers and more are cropping up every day. Although the FCC regulates the use and distribution of toll-free numbers, there is no agency closely monitoring what happens with toll-free numbers on a day-to-day basis. Instituting the following steps can help you stay ahead of any problems that may arise:
• Call your 800 number(s) regularly to ensure it is working properly and ringing through to the correct line.
• Audit the monthly bill to ensure charges are correct and the phone number is correct and/or hasn’t been changed without your knowledge.
• Do an Internet search for your 800 number to ensure no other company is using your number.
If you find your number(s) isn’t working properly, there are discrepancies on your bill or discover other problems, contact your toll-free number provider immediately to remedy the situation. If you need assistance, feel free to contact Us at Web Perseverance and we will have one of our geeks help you!