Action: Psychic didn't discern billing error

We had two phone lines at our previous home in Tampa, one for regular use and one for my TDD (plus computer) phone, since I am hearing impaired. We sold our house, where we had lived for 25 years, on Oct. 5, and moved out on Oct. 9. My son called the phone company to cancel the service at the old address, and since our phone numbers couldn't be transferred to our new residence in Dover, we were given two new phone numbers. Everything was settled, or so we thought.

Two weeks later, to our amazement, my husband got a phone call from the phone company and was told that charges were adding up on the TDD/computer line at the old residence. Tom told the woman that we had disconnected our two lines because of our move. She said the TDD line had not been disconnected, since that line was in my name and unpublished.

So Tom explained to her that I was hearing impaired and could not use the phone. She said she was sorry, but I would either have to e-mail the company or go there in person to cancel that line myself.

I tried e-mailing the Web site, but when that didn't work, I went to the store, explained my problem and finally got the line disconnected. I went home happy.

Several days later I got a bill from AT&T for over $300. I was shocked. Apparently the new owners of the house were using the TDD line to call a 900 number. My son tried calling AT&T but could not get through because of the "high volume of calls." We tried e-mailing the company instead but received no response. I am still getting a bill from AT&T with late charges added, and now my local company is sending me bills for that number as well.

I went down to its office again and got proof stating that I canceled that line on Oct. 9 and am therefore no longer responsible for all the charges on it. Several weeks after first contacting you, I did get a statement from AT&T showing a credit for $304. The same day, I also got a collection letter from Access Resource Services, threatening me about the $304.

It doesn't seem to understand that neither I nor my family but the new owners of the house made the calls. I am very discouraged and worried about my credit record and hope you can help me out with this problem and get closure. Kathy Diers

Response: "Hi. This is Miss Cleo on behalf of Access Resource Services Inc. In my world, responsibility and values are an important part of spiritual growth. And taking care of past debts is a vital part of that process.

"You have recently requested and/or obtained a credit of $304.39 on your local or long distance phone bill for psychic services provided to you by Access Resource Services Inc.

"As indicated by your telephone company, those credits issued to you do not exempt you from the amount due. . . . Line subscribers are fully responsible for calls made by the line no matter who made the call such as a family member, guest or other user."

Yikes. No wonder you were upset when you got that letter, but we think we can put your mind at rest.

Miss Cleo has been getting some attention in the news recently. On Feb. 15, the St. Petersburg Times reported that Florida Attorney General Bob Butterworth filed a lawsuit under Florida's Deceptive and Unfair Trade Practices Act to shut down Miss Cleo and the company for which she serves as pitchwoman, Psychic Readers Network, which in turn is owned by Access Resource Services.

The suit alleges that Miss Cleo, whose real name is Youree Dell Harris, uses deception in her TV infomercials by offering free psychic advice to people who call the hotline. Once on the line, however, delaying tactics are used and charges start adding up at $5 a minute until the average caller owes $100.

When callers refuse to pay the bill, the phone companies generally remove the charge, but the callers get letters such as the one you received. Miss Cleo is also being challenged to prove that she really is the Jamaican shaman she claims to be.

According to a Feb. 23 Associated Press story, at least eight other states have sued the companies. In addition, the Federal Trade Commission, which also wanted to shut down the hotline, describing it as "permeated with fraud," has reached an agreement that the hotline may continue operating during the inquiry. Under a preliminary injunction, the AP story said, the companies must stop stop claiming that callers receive a "free reading," must disclose the cost per call and must stop using toll-free numbers without disclosing that the service is accessed through 900 (toll) numbers.

Of course, you never even made the calls to begin with, adding another twist to your problem with Miss Cleo and Access Resource Services. Not to worry, said Assistant Attorney General Bob Buchner in Fort Lauderdale. His office, which is involved in the investigation of Miss Cleo and Psychic Readers Network/Access Resource Services Inc., has been able to resolve all the billing grievances it has received against the companies. Send your complaint to him at the Office of the Attorney General, 110 SE Sixth St., Fort Lauderdale, FL 33301.

-- Action solves problems and gets answers for you. If you have a question, or your own attempts to resolve a consumer complaint have failed, write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call your Action number, (727) 893-8171, or, outside of Pinellas, toll-free 1-800-333-7505, ext. 8171, to leave a recorded request.

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