Pre-Paid Phone Cards:
What Consumers Should Know
On September 1, 2011, the FCC’s Enforcement Bureau announced $20 million in proposed 
penalties against companies believed to be involved in deceptive marketing of pre-paid calling 
cards.  Millions of dollars were lost in alleged scams that allowed customers to use only a 
fraction of minutes they purchased.  Consumers from low-income and minority communities 
were disproportionately impacted.  The FCC released this tip sheet to help consumers identify, 
prevent and fight this type of deceptive marketing for pre-paid phone cards. 
What is a pre-paid phone card? 
A pre-paid phone card is a card you purchase to make long distance phone calls that usually 
contains a specified number of calling minutes.  A toll-free access phone number and a personal 
identification number (PIN) are usually printed on each phone card. 
What should consumers look for before purchasing a pre-paid phone card?  
· Make sure you understand the instructions on how to use the card;
· Make sure you understand the rates for your particular phone card;
· Read the fine print to understand any conditions or limitations on the card;
· Check whether the advertised minutes of the card apply only to a single call or over the 
course of multiple calls;
· Check the expiration date to avoid losing unused minutes;
· Look for a toll-free customer service number provided with or on the card;
· Ask your friends and family to recommend cards they have used and liked. 
What are common complaints to watch out for when using your pre-paid 
phone card?   
· Access numbers and/or PINs that don’t work; 
· Service or access numbers that are always busy; 
· Card issuers that go out of business, leaving people with useless cards; 
· Rates that are higher than advertised, 
· Imposition of undisclosed “post-call” fees deducted after completing a call;
· Imposition of undisclosed “maintenance” fees deducted after a call or at regular 
intervals;
· Cards that charge you even when your call does not go through; 
· Poor quality connections; 
· Cards that expire without the purchaser’s knowledge; and 
· Per-call fees deducted from the time. 
How to take action if you suspect something is wrong with your pre-paid 
phone card: 
First, contact the card issuer (a number is usually listed on the back of the card).
If that doesn’t work, you can file a complaint with the FCC’s Consumer Center by calling 
1-888-CALL-FCC (1-888-225-5322) voice or 1-888-TELL-FCC (1-888-835-5322) TTY; faxing 
1-866-418-0232; filing it online at FCC online form; or writing to:
Federal Communications Commission 
Consumer & Governmental Affairs Bureau 
Consumer Inquiries and Complaints Division 
445 12th Street, SW 
Washington, D.C. 20554.