Billing Issues

Southwest Texas Telephone Company (SWTTC) strives to ensure that our bills are completely accurate but errors are sometimes made. Please contact our business office if you have not been properly credited for a payment or if you believe that you are being improperly billed for long distance calls or other charges. Your customer rights include a supervisory review which will be provided within ten (10) days of your request if our initial explanation is unsatisfactory. You must pay by the due date for all undisputed charges but are not required to pay for the disputed charges pending investigation. Service will not be disconnected for disputed charges pending investigation. These extensions, however, will not exceed sixty (60) days.

If billings for telephone services are found to differ from SWTTC's lawful rates for the services being purchased by the customer, a billing adjustment will be calculated by SWTTC. If you are due a refund, an adjustment will be made for the entire period of overcharges. If you were undercharged, SWTTC may back bill you for a period not to exceed six (6) months from the date we initially notified you of the amount of undercharge and the total additional amount that will be due. The amount will be added to the next regular billing. If the under billing is $25.00 or more, we will offer you a deferred payment plan option for the same length of time as that of the under billing. If you question any long distance charges, you may be asked to contact your long distance company, and the particular calls in question may be deducted from the bill, upon notification to SWTTC, until the charges have been verified or adjusted. The balance of the bill is due and payable by the due date.

You are responsible for payment of all charges for exchange service and equipment furnished and toll messages (including special service billing charges) originating at your station, and for all toll messages received at your station on which charges have been reversed with consent of the person called.

All charges for local services and facilities are billed monthly in advance. Toll message service (including charges for special billing services) charges are due when billed. Itemized toll statements are included in each bill.

All bills for local, toll, and miscellaneous services are due and payable at our business office or at an authorized payment agency on or before the due date which is sixteen (16) days after issuance. A bill for telephone service is delinquent if unpaid by the due date. The postmark, if any, on the envelope of the bill, or an issuance date on the bill, if there is no postmark on the envelope, shall constitute proof of the date of issuance. If the due date falls on a holiday or weekend, the due date for payment purposes shall be the next work day after the due date. If for whatever reason you do not receive a telephone bill, you should call our business office and inquire about the due date and about receiving a copy of the bill.

Business Service

Business rates apply at the following locations:

• In offices, stores, factories, and all other places of a strictly business nature.
• At residence locations, when the customer has no regular business telephone and the use of the service either by himself, members of his household or his guests, or parties calling him can be considered as more of a business than of a residence nature, which fact might be indicated by advertising, either by business cards, newspapers, handbills, billboards, circulars, video, or other advertising matter, such as on vehicles, etc., or when such business use is not such as commonly arises and passes over a residence telephone during the intervals when, in compliance with the law or established custom, business places are ordinarily closed.
• At residence locations, where the service is located in a shop, office, or other place of business.
• At any location where the listing of service at that location indicates a business, trade or profession.

Collect Call Fraud

A collect call is a telephone call for which you will pay all charges. Customers should be aware that when they receive a collect call they will be asked to accept or reject this type of call. Unless you are willing to pay those charges, do not accept the phone call. SWTTC encourages customers to be certain of the caller's identification prior to accepting collect calls. If the caller's identification is not recognized, the customer should reject the call. Before a collect call is connected you have the right to either accept or decline the charges. You should request the rate and charges of the collect call prior to accepting the charges. Once the collect call has been accepted, you will be billed for all charges connected to that phone call. If you are billed for a collect call that exceeds a $35 charge for a call less than five minutes in duration, you should contact our business office or the Public Utility Commission of Texas.

If you believe you have been billed for unauthorized collect call charges, the particular call or calls in question may be deducted from the bill upon notification to our business office, until the charges have been verified or adjusted. The balance of the bill is due and payable by the due date. The Public Utility Commission of Texas has directed telecommunications providers to provide this notice to customers regarding your rights when accepting collect calls as there have been instances where collect calls have been placed for fraudulent reasons. SWTTC is required to monitor customer complaints based on fraudulent collect calls. Therefore, if you believe to have been victimized by such practices you are encouraged to report it.

Deferred Payment

As a customer you have the right to request an alternative payment plan. We will offer, upon request, a deferred payment plan to any residential customer who has expressed an inability to pay all of his bill, if that customer has not been issued more than two termination notices at any time during the preceding twelve (12) months and shall not refuse a customer participation in such a program on the basis of race, color, creed, sex, or marital status. We are not required to enter into a deferred payment plan with any customer who is lacking sufficient credit or a satisfactory history of payment for previous service when you have had service from us for no more than three (3) months. If you have not fulfilled the terms of a deferred payment agreement, we will have the right to disconnect pursuant to disconnection rules and shall not be required to offer subsequent negotiation of a deferred payment agreement prior to disconnection. A deferred payment plan may include a five percent (5%) penalty for late payment but shall not include a finance charge.

Lifeline and Link-Up

If you are a customer of SWTTC and you receive benefits under Medicaid, Food Stamps, Supplemental Security Income, Federal Public Housing Assistance, or Low-Income Home Energy Assistance programs, you may qualify for assistance with your monthly telephone bill through the Lifeline Program or with installation charges through the Link-Up Program. Please contact our business office for further information about these services.

900 Number Charges

This information sets out the rights and obligations for you, SWTTC, and the Interexchange Carriers with regard to the use, purchase and billing of 900 pay-per-call services. This information is being provided under the federal Telephone Disclosure and Dispute Resolution Act of 1992.

• Customer's Procedures for Notice of Billing Error. Provide either written or oral notice to the Carrier listed on the 900 bill page where the alleged billing error appears within 60 days from the date it appears on your bill. Oral notification of an alleged billing error is considered sufficient notification. Notice includes the following: customer name and telephone number charges were billed to, date, amount and type of error you believe occurred, and a brief description of why you believe the billing to be in error.
• Customer's Rights and Obligations. You have the right to withhold payment of the disputed charges for 900 services that you have reported as billing errors pending the resolution of a billing review; no collection activity will occur during the billing review and the disputed amount will be suspended pending the resolution of the billing review. You will not be charged for a billing review. If the billing review determines that a billing error has occurred, your account will be adjusted appropriately, even if it was a partial error or an error different from the one you reported.
• If the billing review determines that no billing error has occurred, you will receive an explanation outlining why it was determined that no billing error occurred; you will be notified in writing or with the next billing statement of the payment date for that portion of the disputed amount that has been determined not to be in error; your payment may be made with your normal billing. Your local and long distance services cannot be disconnected for non-payment of 900 charges; however, failure to pay legitimate 900 charges may result in your access to 900 services being involuntarily blocked; the long distance carrier(s) or information provider(s) may proceed with outside collections against you for non-payment of these charges.
• Voluntary blocking of access to 900 services is available. You have a right not to be billed for pay-per-call service not offered in compliance with the federal laws and regulations established under the Telephone Disclosure and Dispute Resolution Act of 1992. SWTTC is a billing entity for the long distance carriers and the information providers that furnish 900 pay-per-call services. As a billing entity for these services, we have certain rights and responsibilities as it relates to 900 pay-per-call service.
• Carrier's Procedures in Response to Customer's Notification of Billing Error. Upon receipt of a billing error notification, a written acknowledgment will be sent to the customer within 40 days of receiving the customer's notice which will advise that they need not pay the disputed amount pending an investigation; however, if the billing error is corrected and the customer's account credited, if applicable, within the 40 day period no written acknowledgment is required. If it is determined that a billing error occurred, it will be corrected and the account credited within two (2) billing cycles; the customer will be notified of the correction. If it is determined that a billing error did not occur, an explanation will be provided to the customer outlining why it was determined no billing error occurred. If requested by the customer, the billing entity will provide a written explanation with sufficient documentation to support the charges due from the customer. The billing entity is obligated to forfeit any disputed amount up to $50.00 per transaction if they fail to follow the billing and collection procedures set forth in federal law and regulation.
• SWTTC's Rights & Obligations. Local or long distance service may not be disconnected for nonpayment of 900 charges. SWTTC may, either on its own initiative or at the request of the interexchange carrier or information provider, block your access to 900 services if you fail to pay legitimate charges. Upon customer request and where technically feasible, 900 blocking will be provided at a fee approved by law or regulation.

Prepaid Service

A new local service option called Prepaid Local Telephone Service (PLTS) is now available. PLTS provides eligible customers a one-time opportunity to retain their local service if they are at risk of disconnection for nonpayment of telephone bills. It also allows residential customers who have been disconnected because of delinquent or unpaid bills to be reconnected. PLTS is not available to business customers.

You must contact our business office during normal business hours and request PLTS in order to subscribe. You will not be required to pay the reconnection charge for restoring service if your telephone has been disconnected and you apply for PLTS within 10 days of receiving this notice. However, when you return to basic local telecommunications service you will be charged the reconnection fee. You are required to subscribe to the Toll Restriction service to receive PLTS which prevents you from making long distance telephone calls, receiving collect calls, accessing directory assistance services, or using usage sensitive services (such as call return, call trace and auto redial, if offered by SWTTC). You agree not to incur additional charges for these services in subscribing to PLTS. In addition, you agree not to request additional services from SWTTC other than those included in the PLTS subscription.

Customers subscribing to PLTS will not be required to pay a deposit; however, you must make an initial two month prepayment for PLTS services and enter into a deferred payment agreement for the payment of any outstanding local service balance that can be identified by SWTTC. Monthly payments under this payment agreement may not exceed the greater of $10 or 1/12 of the outstanding local service balance owed to SWTTC and will begin in the third month after subscribing to PLTS. Customers are responsible for making timely payments on their PLTS account and abiding by the terms and conditions of PLTS.

A customer will be disconnected immediately from PLTS for violation of PLTS terms and conditions and will no longer be eligible to receive PLTS from SWTTC. SWTTC has the right to retain and apply any amounts left in your PLTS account to your outstanding balance owed to SWTTC if you are disconnected. A customer may return to Basic Local Telecommunications Service from PLTS by paying all PLTS charges on time and paying all outstanding debt to SWTTC, including outstanding long distance charges. Please contact our business office if you have any questions regarding PLTS and its terms or conditions.

Refusal to Serve

We may decline to serve you until you have complied with the approved rules and regulations of SWTTC on file with the agency governing the service applied for, or for the following reasons:

• If your installation or equipment is known to be hazardous or of such character that satisfactory service cannot be given.
• If you are indebted to any telephone company for the same kind of service as that applied for; provided however, that in the event your indebtedness for service is in dispute, you will be served upon complying with the deposit requirement as provided in SWTTC's tariff.
• If service is requested at a location where another customer received or continues to receive service, the other customer's bill from SWTTC is unpaid at that location, and SWTTC can prove that the change of account holder and billing name is made to avoid or evade payment of an outstanding bill owed to SWTTC.

Residential Credit

An applicant is defined as a person who applies for service for the first time or reapplies at a new or existing location after discontinuance of service. A customer is defined as someone who is currently receiving service. We may require you, as a residential applicant for service, to satisfactorily establish credit, but establishment of credit does not relieve you from complying with the rules for prompt payment of bills.

Credit history will be applied for a reasonable period of time to a spouse or former spouse who shared the service. Credit history maintained by one will be applied equally to the other without modification and without additional qualifications not required of the other.

All applicants for permanent residential service who are 65 years of age or older will be considered as having established credit if such applicant does not have an outstanding balance with us or another utility for the same utility service which accrued in the last two years. No cash deposit shall be required of such applicant under these conditions.

STAP

The Specialized Telecommunications Assistance Program (STAP) provides financial assistance to help Texas residents with disabilities purchase basic specialized equipment or services needed to access the telephone network. For more information, contact the Texas Department of Assistive and Rehabilitative Services at:

STAP	(512) 407-3250 tel
PO Box 12607	(512) 407-3251 TTY
Austin TX 78711-2607	stap@dars.state.tx.us

This program is open to all individuals who are residents of Texas and who have a disability.

Termination

SWTTC may disconnect telephone service after giving ten (10) days written notice to the customer for:

• Failure to pay a delinquent account for utility services or failure to comply with the terms of a deferred payment agreement.
• Failure of the customer to reimburse, or make good to SWTTC, a check or moneys not honored by the bank on which issued.
• Violation of SWTTC's rules for the use of service in a manner which interferes with the service of others or the operation of nonstandard equipment, if a reasonable attempt has been made to notify the customer and the customer is provided with a reasonable opportunity to remedy the situation.
• Failure to comply with deposit or guarantee arrangements when required. Suspend notices are mailed by the 20th of each month or the nearest working day. SWTTC has no control over mail delivery. Please call our business office if you need to inquire about your account or the timeliness of your payment.

SWTTC may disconnect telephone service without giving notice to the customer for:

• Failure to comply with a PLTS agreement.
• For tampering with SWTTC's equipment.
• Where a known dangerous condition exists for as long as the condition exists.
• Unless a dangerous condition exists or unless the customer requests disconnection, service shall not be disconnected on a day, or on a day immediately preceding a day, when personnel of SWTTC are not available to the public for the purpose of making collections and reconnecting service.
• SWTTC may suspend or terminate telephone service to any person, firm, or corporation who obtains, attempts to obtain, or assists another to obtain local or long-distance message telecommunications service by rearranging, tampering with, or making connection with any facilities of SWTTC by any trick, scheme, false representation, or false credit device; or by or through any other fraudulent means or device whatsoever, with intent to avoid the payment in whole or in part of the regular charge for such service.
• SWTTC may disconnect, without advance notice, the telephone service used by a customer in connection with a plan or contrivance to secure a large volume of telephone calls to be directed to such customer or the telephone of any designated customer at or about the same time, resulting in preventing, obstructing, or delaying phone service of others.
• SWTTC may suspend or terminate telephone service to any person, firm, or corporation who, over the facilities furnished by SWTTC, impersonates or permits others to impersonate any other individual with fraudulent or malicious intent; or uses or permits their telephone to be used to make nuisance calls.
• Service and facilities will not be furnished, or if being furnished by SWTTC, will be discontinued to any person, firm, or corporation if any law enforcement agency, acting within its jurisdiction, advises that such service is being or will be used in violation of the law.

In the event of failure by the customer or those otherwise responsible to pay any regular bill or any part thereof, we may discontinue service if the bill has not been paid or a deferred payment agreement entered into within twenty-six (26) days from the date of issuance, if proper notice has been given. Proper notice will consist of a separate mailing at least ten (10) days prior to a stated date of disconnection. Unless a dangerous condition exists or unless the customer requests disconnection, service will not be disconnected on a day, or on a day immediately preceding a day, when personnel of SWTTC are not available to the public for the purpose of making collections and reconnecting service.

Service will not be restored until all amounts due including service charges are paid in full or a deferred payment plan is entered into. SWTTC may request that the customer submit cash, a money order, or a cashier's check in payment of billing and reconnection charges and is not required to accept a personal check or monies not guaranteed when the history of a customer account warrants such action.

Universal Service Charges

The Federal Universal Service Charge, as prescribed by the Federal Communications Commission, is now included in your telephone bill. This charge is designed to help keep local telephone service rates affordable for all customers, in all areas of the United States.

The Universal Service Fund was created by the State of Texas to help pay for low income customers and customers in high cost rural areas and to serve customers with disabilities. This charge is approximately 3.6% of your bill and is being offset by reductions in in-state long distance charges. It appears on your bill as "Texas Universal Service." Please call our business office if you have any questions about this charge or how it is calculated.