Cell phones are becoming increasingly important for basic communication needs as ever-greater numbers of consumers replace their traditional landline phones with cell phones. Unfortunately, wireless phone service is largely unregulated by the Federal Communications Commission (FCC), resulting in a lack of even the most basic consumer protection regulations. Consumers have reported difficulties comparing cell phone plans and judging the quality of the cellular service in their area before making a purchase. Additionally, many carriers fail to clearly disclose the true cost of cell phone plans, and subject their customers to billing errors, poor coverage, and long-term contracts with expensive early termination fees. The increase in customer dissatisfaction with wireless service demonstrates the need for more consumer protection.

If you have a complaint or dispute about your cell phone billing or service and cannot resolve this issue without your carrier directly, contact the following:

Federal Communications Commission (FCC)
The FCC has regulatory authority over cell phone carriers. To file a complaint, contact FCC’s Consumer & Governmental Affairs Bureau. Click here for more.
Telephone: 1-888-225-5322.

Massachusetts Attorney General
The Massachusetts Attorney General’s Office provides mediation services for consumers who file written complaints. A complaint form can be mailed to you, or you can download it form the Attorney General’s website. Click here for more.
Telephone: 617-727-8400

MASSPIRG
While we can not resolve complaints, MASSPIRG is advocating for cell phone consumer protections, in the Cell Phone Users’ Bill of Rights. If you have a complaint or story to tell of unfair practices, click here to tell us your story.