Understanding Your Telephone Bill | Federal Communications Commission
Monthly wireline or wireless phone bills can be confusing, which may be one reason the FCC receives tens of thousands of billing complaints each year. To avoid surprises, learn to read your bill, understand your rights and know what to do if you find a problem.
For more information, click the tabs below.
FAQs on Phone Bill Cramming
Cramming comes in many forms. Charges may be legitimate if authorized, but are cramming if not. Look for:
When in doubt, ask questions. You may be billed for a call you placed or a service you used, but the description listed on your telephone bill for the call or service may be unclear. If you don't know what was provided for a charge listed on your bill, ask your telephone company to explain it before paying it.
Call the phone company responsible for your bill, explain your concerns about the charges, and ask to have incorrect charges removed.
You can also call the company that charged you, ask them to explain the charges, and request an adjustment to your bill for any incorrect charges.
With the FCC about any charges on your telephone bill, whether they relate specifically to telephone service or to other products or services that appear on your bill;
With your state public service commission for telephone services within your state; or
With the Federal Trade Commission about charges for non-telephone services on your telephone bill.
Does my complaint help fight cramming?
Yes. In 2014 and 2015, the FCC, along with other federal and state regulators, took enforcement action against the nation's four largest wireless companies for billing customers millions of dollars in unauthorized third-party premium text messaging services. These cramming cases resulted in a total of $353 million in penalties and restitution.
More recently, in 2019, a carrier agreed to a $550,000 settlement and compliance plan resolving a cramming investigation, and the FCC fined a carrier $2.32 million for slamming and cramming that targeted small businesses.
FCC Reaches $550,000 Cramming Settlement
FCC Issues $2.32M Fine for Slamming & Cramming
Infographic: How to avoid phone bill surprises (PDF)
FCC Truth in Billing rules require telephone service providers to:
Provide clear, factual, plain language descriptions of services for which you are being billed.
Identify the service provider associated with each charge.
Specify which charges could result in disconnection of basic local service if they are not paid on time, and which ones would not.
Display on each bill one or more toll-free numbers that you can call to ask about or dispute any charge.
If there are charges on your bill that you believe are incorrect, contact the billing company or the service provider. If you are not satisfied with the response, you can file a complaint with:
The FCC for charges related to telephone services between states or internationally.
Your state public service commission for telephone services within your state. Check the blue pages or government section of your local telephone directory for information.
The Federal Trade Commission for non-telephone services on your telephone bill.
These are some of the charges you may see on both your wireline and wireless telephone bills:
"Access charges"
Access charges for additional lines at the same residence may be higher than charges for the primary line. These charges may be described on your bill as "Federal Access Charge," "Customer or Subscriber Line Charge," "Interstate Access Charge," or the like.
"Federal excise tax"
"State and local taxes"
Taxes may be imposed by state, local, and municipal governments on goods and services, including phone service. These may appear as "gross receipts" taxes on your bill.
"Universal service charges"
"911, LNP, and TRS charges"
These charges would appear only on your wireline telephone bill:
"Minimum Monthly Charge" – Some long distance companies charge a minimum monthly fee even if you don't make long distance calls.
"Single Bill Fee" – For combining local and long distance charges onto one bill. This fee is not mandated by the FCC and is not an FCC charge. Some companies waive the fee for customers who pay bills online or by credit card. You can avoid the charge by arranging for separate billing from your long distance telephone company.
Finally, these charges would appear only on your wireless telephone bill:
"Airtime charges" – If you don't have any more voice minutes in your package, you could see airtime or per-minute charges on your wireless bill for any additional voice calls. Some providers round fractions of minutes to the next highest one, two, or three minutes. Check the terms of your service plan.
"Roaming charges" - Wireless providers typically charge higher per-minute rates for calls made or received outside of the service area or network defined in your service plan or contract. Additional charges, such as a daily access fee, may also be applied.
"911 charges" - Enhanced 911 service enables wireless telephones used to dial 911 to automatically transmit the caller's location to emergency responders. Wireless service providers may choose to bill their customers for E911 service costs.
"Text messaging" - You can be charged either a per-message fee or a flat, monthly fee for unlimited messaging.
"Downloading fees" - For downloading more data (including apps, system upgrades, music files and ring tones) than the plan allows.
"Detailed billing" - Fees for detailing billing information for calls, such as date, time, duration, number called, or calling party.
Billing in languages other than English
Check with your service provider to see if they provide bills in your preferred language.
Mobile Bill Shock
Tips for Avoiding Mobile Phone Bill Shock
Unexpected overage charges and fees on your mobile phone bill can come as a shock, especially when they result from usage you thought was covered by your plan. To avoid bill shock, following these tips should help.
Think about your typical phone calling use
When setting up your plan options, ask yourself:
Will I use the phone frequently or for emergencies only?
Do I call at all times or mainly days, evenings or weekends?
Are most of my calls local? Regional? Nationwide? Worldwide?
Are most of my calls to a small number of friends and family, or do I call many different people?
Understand your plan options for data and text
If you have used data and text plans before – enough to know your usage pattern – talk to your service provider about the plan that will be best for you.
If you're new to data and text, choose a plan that seems right and monitor your usage during the first few weeks to see if you are approaching your limit.
If your data or text usage is high, consider an unlimited data plan option.
Ask your carrier how you can avoid bill shock
Options may include phone or text alerts, allowing you to monitor your account online or by giving you additional information.
Consider a pre-paid plan
A pre-paid plan may help keep your phone bill in check. When you "pre-pay" for all your minutes, you will be unable to go over your set limit.
Understand where you may incur roaming fees
Set up your phone's screen to alert you when you are roaming.
Ask your service provider where network roaming is likely to occur.
Plan before traveling internationally
If you expect to take your phone outside the United States and use it for voice or data, including email, make sure to find out beforehand what charges your provider may apply.
See our consumer guide on International Roaming: Using Your Mobile Phone in Other Countries.
Bundled Services and Billing
Combining several communications services — such as local and long distance telephone service, internet or broadband, TV and cable service, and wireless telephone service or Voice over Internet Protocol — into one package is commonly known as bundling. Choosing to bundle, with a single bill for multiple services, may save you money. However, it can also lead to confusion over billing.
For all billing or service issues, you should first try to resolve the issue directly with your service provider.
What should I do if I have a problem with my local telephone service?
If you have a problem with local service, including directory assistance or telephone service within your state, contact your state public service commission. Contact information can be found in the blue pages or government section of your local telephone directory.
What should I do if I have an issue with basic cable TV service rates or cable TV service quality?
Contact your cable local franchising authority. Contact information can be found on your cable service bill or in your local telephone directory. Other resources include:
Your state or local Better Business Bureau
Your state or local consumer protection agency
What about satellite service issues?
The FCC does not regulate the cost charged for satellite programming, nor does it control how such programming is sold or packaged. The terms of the contract entered into by the customer and the satellite company determine the rights and obligations of each party. State consumer laws may apply to these agreements. Contact your state department of consumer affairs for more information.
Download Consumer Education Materials
Download printable files that can be posted or shared at events or by email to help consumers understand their phone bills, with tips to help resolve billing issues. All files are in PDF format.
Provides information about the issue, what the FCC is doing about it and what you can do. Two-page format is suitable for front-and-back printing.
Offers similar information as the Consumer Guide in an abbreviated, one-page format that's easier to digest at a glance.
A perfect takeaway for events. Explains types of charges on sample bill. Printable on 8 1/2 x 11 inch sheet.
Understanding Your Telephone Bill (PDF)
Bill Shock - Billing - Billing - Consumers - Telephone Consumer Issues - Wireless Consumer Issues