FCC Consumer Complaints – 18 September 2020
Introduction
A total of 1117 consumer complaints relating to telecommunications services were recorded by the Federal Communications Commission on 18 September 2020, this was lower than the 1140 complaints recorded the previous day. Complaints were reported across 51 states and territories, with California slightly ahead of the other locations. Complaints were most commonly associated with Unwanted Calls, accounting for 737 complaints.
Key statistics
- Total complaints
- 1117
- States & territories reporting
- 51
- Most common issue
- Unwanted Calls (737)
- Most reported state/territory
- California (114)
Where the complaints came from
The 1117 complaints recorded on 18 September 2020 originated from 716 cities across 51 states and territories. Complaints were relatively evenly spread across states and territories, with no individual location contributing a dominant share. Despite the overall distribution, a notable concentration at the city level was observed in Kentucky, where Owensboro accounted for 28 of the 37 complaints recorded in the state.
The distribution of complaints by state and territory is shown below, with locations ranked by the number of reports recorded.
| State/Territory | Complaints | |
|---|---|---|
| California | 114 | 10.2% |
| Florida | 93 | 8.3% |
| Texas | 91 | 8.1% |
| New York | 77 | 6.9% |
| Pennsylvania | 40 | 3.6% |
| Tennessee | 38 | 3.4% |
| Washington | 38 | 3.4% |
| Kentucky | 37 | 3.3% |
| Massachusetts | 37 | 3.3% |
| North Carolina | 37 | 3.3% |
| Other states and territories | 510 | 45.7% |
Location highlight
Complaints in Kentucky were heavily concentrated in Owensboro, which accounted for the majority of reports within the state.
What the complaints were about
The complaints recorded on this date were spread across 5 complaint categories. Phone accounted for the largest share, with 875 complaints. Complaint activity was strongly concentrated in this category, with other categories contributing comparatively fewer reports.
| Complaint category | Complaints | Share |
|---|---|---|
| Phone | 875 | 78.3% |
| Internet | 149 | 13.3% |
| TV | 74 | 6.6% |
| Radio | 17 | 1.5% |
| Accessibility | 2 | 0.2% |
Phone complaints
875 complaints were recorded in this category, representing 78.3% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Unwanted Calls | 737 | 84.2% |
| Billing | 39 | 4.5% |
| Availability (including rural call completion) | 36 | 4.1% |
| Equipment | 23 | 2.6% |
| Privacy | 14 | 1.6% |
| Number Portability (keeping your number if you change providers) | 11 | 1.3% |
| Cramming (unauthorized charges on your phone bill) | 6 | 0.7% |
| Interference (including signal jammers) | 6 | 0.7% |
| Junk Faxes | 3 | 0.3% |
As is often the case in this category, unwanted calls were the most frequently reported issue. Further analysis of these complaints is provided below. The remaining complaints in this category were spread across several issues, including Billing, Availability (including rural call completion) and Equipment.
Internet complaints
149 complaints were recorded in this category, representing 13.3% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Availability | 69 | 46.3% |
| Billing | 37 | 24.8% |
| Speed | 17 | 11.4% |
| Interference | 11 | 7.4% |
| Equipment | 9 | 6.0% |
| Privacy | 6 | 4.0% |
Availability and Billing were the main issues reported in this category, while other issues were less common.
TV complaints
74 complaints were recorded in this category, representing 6.6% of the total.
| Issue | Complaints | Share |
|---|---|---|
| Billing | 34 | 45.9% |
| Availability | 13 | 17.6% |
| Indecency | 11 | 14.9% |
| Equipment | 7 | 9.5% |
| Loud Commercials | 6 | 8.1% |
| Interference | 3 | 4.1% |
Billing and Availability were the main issues reported in this category, while other issues were less common.
Unwanted calls
There were 737 complaints relating to unwanted calls on this date, representing 66% of all complaints. Caller ID and business contact number details are listed below where there is enough concentration to make the data meaningful.
Most reported business contact numbers
| Telephone number | Complaints | Share |
|---|---|---|
| (315) 232-8257 | 10 | 1.4% |
| (212) 238-2457 | 4 | 0.5% |
| (423) 205-0518 | 4 | 0.5% |
| (463) 205-0071 | 3 | 0.4% |
| (719) 452-8970 | 3 | 0.4% |
| (207) 449-9067 | 2 | 0.3% |
| (208) 262-0000 | 2 | 0.3% |
| (228) 200-0688 | 2 | 0.3% |
| (248) 653-6172 | 2 | 0.3% |
| (321) 499-1423 | 2 | 0.3% |
Key patterns
- Prerecorded Voice was reported slightly more often than other call types.
- (315) 232-8257 stood out as the most frequently reported business contact number.
- Reports were spread across many different caller ID numbers, with no single number dominating.
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.