FCC Releases White Paper on Bill Shock

The Federal Communications Commission released a white paper on complaints the Commission has received on wireless "bill shock" -- a sudden, unexpected increase in the monthly mobile phone bill, even when the customer had not changed service plans.

Key statistics from the white paper show that:

• 764 people complained to the FCC about wireless bill shock in the first half of 2010.
• 67 percent of those complained about amounts of $100 or more.
• 20 percent had complaints of $1000 or more.
• The largest complaint received during this time was for $68,505.

Wireless bill shock can result from:

• International roaming charges that consumers run up without realizing they are doing so, and that can add up to thousands of dollars.
• Charges that accrue when consumers exceed the limits on their voice, text, or data plans, and begin accumulating high charges at a per-minute rate.
• Unexpected charges when a phone is used with Wi-Fi in "airplane mode."
• Charges for mandatory data plans that are included with new phones and plans without the consumer being aware.
• Taxes and other fees of which a consumer was not aware.
• Confusion about promotional rates, plans, and billing - including unclear or inconsistent guidance from salespeople and customer service representatives.