Some service providers bill you directly. Others use THIRD parties, known as "billing agents" or "aggregators," to bill for them. Thus, the actual service provider is not always the appropriate PARTY to CONTACT if you have questions or problems. In fact, some service providers have contracted with third-party billing agents or aggregators just to handle INQUIRY and dispute resolution of the charges placed on your bill.

The rules require that the toll-free number listed on your bill as the "inquiry contact" - REGARDLESS of whether it's for the actual provider, a billing agent, or an aggregator - must connect you to someone who has "sufficient knowledge and authority" to resolve account inquiries and requests for adjustment. The FCC allows the use of inquiry contacts because of consumer concerns about the complexity of their bills and because of increased fraud and abuse.

Some service providers bill you directly. Others use third parties, known as "billing agents" or "aggregators," to bill for them. Thus, the actual service provider is not always the appropriate party to contact if you have questions or problems. In fact, some service providers have contracted with third-party billing agents or aggregators just to handle inquiry and dispute resolution of the charges placed on your bill.

The rules require that the toll-free number listed on your bill as the "inquiry contact" - regardless of whether it's for the actual provider, a billing agent, or an aggregator - must connect you to someone who has "sufficient knowledge and authority" to resolve account inquiries and requests for adjustment. The FCC allows the use of inquiry contacts because of consumer concerns about the complexity of their bills and because of increased fraud and abuse.