FCC Consumer Complaints – 22 April 2020
Introduction
On 22 April 2020, the Federal Communications Commission recorded 734 consumer complaints relating to telecommunications services. Reports were received from 51 states and territories, with California recording slightly more complaints than other locations. Complaints were most commonly associated with Unwanted Calls, accounting for 355 complaints.
Key statistics
- Total complaints
- 734
- States & territories reporting
- 51
- Most common issue
- Unwanted Calls (355)
- Most reported state/territory
- California (79)
Where the complaints came from
A total of 734 complaints were recorded on 22 April 2020, with reports originating from 522 cities in 51 states and territories. Complaint activity was fairly evenly distributed, with no single state or territory accounting for a large share of reports. At the city level, complaints were similarly dispersed, with no single location accounting for a notable share of the total.
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 | 79 | 10.8% |
| Texas | 77 | 10.5% |
| Florida | 66 | 9.0% |
| New York | 43 | 5.9% |
| Ohio | 31 | 4.2% |
| Michigan | 30 | 4.1% |
| Pennsylvania | 30 | 4.1% |
| Virginia | 23 | 3.1% |
| Illinois | 22 | 3.0% |
| New Jersey | 22 | 3.0% |
| Other states and territories | 305 | 41.6% |
Location highlight
Complaints in California were reported across 56 cities, the widest spread observed on this date.
What the complaints were about
A total of 7 complaint categories were represented in the complaints recorded on this date. Phone was the most reported category, with 491 complaints. Complaint activity was strongly concentrated in this category, with other categories contributing comparatively fewer reports.
| Complaint category | Complaints | Share |
|---|---|---|
| Phone | 491 | 66.9% |
| Internet | 152 | 20.7% |
| TV | 76 | 10.4% |
| Radio | 9 | 1.2% |
| Emergency | 3 | 0.4% |
| Request for Dispute Assistance | 2 | 0.3% |
| Accessibility | 1 | 0.1% |
Phone complaints
491 complaints were recorded in this category, representing 66.9% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Unwanted Calls | 355 | 72.3% |
| Billing | 47 | 9.6% |
| Equipment | 30 | 6.1% |
| Number Portability (keeping your number if you change providers) | 12 | 2.4% |
| Privacy | 12 | 2.4% |
| Availability (including rural call completion) | 10 | 2.0% |
| Interference (including signal jammers) | 10 | 2.0% |
| Junk Faxes | 9 | 1.8% |
| Cramming (unauthorized charges on your phone bill) | 5 | 1.0% |
| Slamming (change of your carrier without permission) | 1 | 0.2% |
As is often the case in this category, unwanted calls were the most frequently reported issue. Further analysis of these complaints is provided below. A broad mix of issues was reported in this category, with Billing, Equipment and Number Portability (keeping your number if you change providers) among the most common.
Internet complaints
152 complaints were recorded in this category, representing 20.7% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Availability | 64 | 42.1% |
| Billing | 46 | 30.3% |
| Speed | 29 | 19.1% |
| Interference | 6 | 3.9% |
| Privacy | 5 | 3.3% |
| Equipment | 2 | 1.3% |
The largest share of complaints in this category related to Availability and Billing, with fewer reports falling into other issue types.
TV complaints
76 complaints were recorded in this category, representing 10.4% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Billing | 41 | 53.9% |
| Availability | 23 | 30.3% |
| Equipment | 6 | 7.9% |
| Loud Commercials | 4 | 5.3% |
| Indecency | 1 | 1.3% |
| Interference | 1 | 1.3% |
The largest share of complaints in this category related to Billing and Availability, with fewer reports falling into other issue types.
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.