FCC Consumer Complaints – 12 March 2020
Introduction
On Thursday, 12 March 2020, the Federal Communications Commission recorded 807 consumer complaints relating to telecommunications services, complaint volume fell from 882 complaints the day before. Complaints were reported across 49 states and territories, with California slightly ahead of the other locations. Complaints were most commonly associated with Unwanted Calls, accounting for 487 complaints.
Key statistics
- Total complaints
- 807
- States & territories reporting
- 49
- Most common issue
- Unwanted Calls (487)
- Most reported state/territory
- California (93)
Where the complaints came from
A total of 807 complaints were recorded on 12 March 2020, with reports originating from 541 cities in 49 states and territories. Complaint activity was fairly evenly distributed, with no single state or territory accounting for a large share of reports. A notable concentration at the city level was observed in Iowa, where Iowa City accounted for 35 of the 42 complaints recorded in the state.
The table below summarises the number of complaints reported in each state and territory on this date, ordered by total reports.
| State/Territory | Complaints | |
|---|---|---|
| California | 93 | 11.5% |
| Texas | 56 | 6.9% |
| New York | 46 | 5.7% |
| Florida | 43 | 5.3% |
| Iowa | 42 | 5.2% |
| New Jersey | 34 | 4.2% |
| North Carolina | 30 | 3.7% |
| Arizona | 28 | 3.5% |
| Colorado | 26 | 3.2% |
| Illinois | 26 | 3.2% |
| Other states and territories | 380 | 47.1% |
Location highlights
- Iowa City accounted for the majority of complaints recorded in Iowa.
- Complaints in California were reported across 73 cities, the widest spread observed on this date.
What the complaints were about
The complaints recorded on this date fell into 6 different complaint categories. Phone accounted for the largest share, with 616 complaints. Complaint activity was strongly concentrated in this category, with other categories contributing comparatively fewer reports.
| Complaint category | Complaints | Share |
|---|---|---|
| Phone | 616 | 76.3% |
| Internet | 102 | 12.6% |
| TV | 77 | 9.5% |
| Radio | 7 | 0.9% |
| Accessibility | 4 | 0.5% |
| Emergency | 1 | 0.1% |
Phone complaints
616 complaints were recorded in this category, representing 76.3% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Unwanted Calls | 487 | 79.1% |
| Billing | 44 | 7.1% |
| Availability (including rural call completion) | 23 | 3.7% |
| Equipment | 17 | 2.8% |
| Junk Faxes | 14 | 2.3% |
| Cramming (unauthorized charges on your phone bill) | 10 | 1.6% |
| Number Portability (keeping your number if you change providers) | 10 | 1.6% |
| Privacy | 7 | 1.1% |
| Interference (including signal jammers) | 3 | 0.5% |
| Slamming (change of your carrier without permission) | 1 | 0.2% |
Unwanted calls again accounted for the largest share of complaints in this category. These reports are examined in more detail in the section below. A broad mix of issues was reported in this category, with Billing, Availability (including rural call completion) and Equipment among the most common.
Internet complaints
102 complaints were recorded in this category, representing 12.6% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Availability | 36 | 35.3% |
| Billing | 36 | 35.3% |
| Interference | 11 | 10.8% |
| Speed | 9 | 8.8% |
| Equipment | 5 | 4.9% |
| Privacy | 5 | 4.9% |
Availability and Billing were the main issues reported in this category, while other issues were less common.
TV complaints
77 complaints were recorded in this category, representing 9.5% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Billing | 40 | 51.9% |
| Availability | 24 | 31.2% |
| Interference | 5 | 6.5% |
| Indecency | 3 | 3.9% |
| Loud Commercials | 3 | 3.9% |
| Equipment | 2 | 2.6% |
Billing and Availability were the main issues reported in this category, while other issues were less common.
The information presented on this page is based on consumer complaint data submitted to regulatory authorities. References to telephone numbers reflect reports made by consumers and do not confirm ownership, authenticity, or that the number was genuinely associated with the call. Caller ID information may be inaccurate or subject to spoofing.
Complaint categories, dates and complainant locations are based on the source records and may contain incomplete, approximate or user-entered information. Location details refer to the complainant’s reported location, not the location of the caller or telephone number. This content is provided for informational purposes only.