WiMacTel, Inc (US Operations)

Initial Business Response /* (1000, 5, 2015/07/20) */
Contact Name and Title: [redacted] Account Mgr
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@wimactel.com
Dear Mr. [redacted],
I e-mailed you Friday afternoon and have not heard back from you. I just want to make sure my original e-mail...

did not hit your Spam folder, so that I may assist you in reaching resolution for the charges you incurred. Please contact me with requested information at your earliest convenience, and I will do what I can to provide prompt service regarding your matter.
Thank you,
[redacted]
Account Manager
WiMacTel
(XXX) XXX-XXXX
[redacted]@wimactel.com
On Jul 17, 2015, at 2:20 PM, [redacted] wrote:
Dear Mr. [redacted],
My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges on your credit card. It will be my pleasure to answer any questions you may have and work this matter to resolution with you.
WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center

None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.
Admittedly, using your credit card at a public access payphone is the most expensive type of phone call that can be made. Unfortunately for the consumer, the majority of fees (regulatory, operator) are incurred upon connection of the phone call, even if it is to a voicemail. If you could, please provide me the last 6 digits of your credit card, I will access the call records associated with your credit card charge, review and issue applicable adjustments.
Thank you,
[redacted]
Account Manager
WiMacTel
(XXX) XXX-XXXX
[redacted]@wimactel.com
Name
[redacted]
Email
[redacted]@gmail.com
Phone
XXXXXXXXXX
Message
You charged me 17.56 twice, one call did not go thru and the other was less than 30 seconds.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/22) */
I am satisfied with the result. I believe that the charges were excessive, and should not of been applied. However, they have refunded the charges

Initial Business Response /* (1000, 5, 2014/10/15) */
Contact Name and Title: [redacted] GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@wimactel.com
My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges from a phone call. It...

will be my pleasure to work this matter to resolution for you. I will need the last six digits of your credit card in order to identify your call along with the call date (if available). This way I can review your case and issue applicable adjustments to your account.

WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:

Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center

None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business.

To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.

Thank you very much for giving WiMacTel the opportunity to address your concern; I have provided my contact number and e-mail address below. I will await your information on the last six digits of your credit card (only the last six digits) so I may issue the adjustment to your credit card.

Initial Business Response /* (1000, 5, 2014/10/09) */
Contact Name and Title: [redacted] GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@wimactel.com
Thank you for your email regarding your concern; I have reviewed the call information and based on your complaint I offer the...

following resolution; the total cost of the call was $37.71. A credit in the amount of $13.91 was issued today September 24, 2014. I have issued a subsequent credit in the amount of $10.91 therefore leaving a balance due to $4.47. The credit of September 24th should have already posted to your bank statement. The credit I issued today should post to your bank account within the next 7-10 business days.
WiMacTel acknowledges that a payphone call is the most expensive type of call you can make today.
Unfortunately to the cost for offering and maintain this service is also high. It is WiMacTel intent to offer this service of convenience and not cause undue grief.
Thank you very much for giving WiMacTel the opportunity to address your concern; my contact number and e-mail address are provided below should you have any further concerns related to this matter.
Sincerely,
[redacted]
WiMacTel General Manager
OS/ DA/ CC Services
XXX-XXX-XXXX Office
On Wed, Oct 8, 2014 at 10:48 PM, [redacted] wrote:
Hi, I'm [redacted]. My card ends in XXXXXX. The charge on my statement is sept. 22nd
Sent from my iPhone
On Oct 8, 2014, at 4:11 PM, "[redacted]" wrote:
My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges from a phone call. It will be my pleasure to work this matter to resolution for you. I will need the last six digits of your credit card in order to identify your call along with the call date (if available). This way I can review your case and issue applicable adjustments to your account.

WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:

Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center

None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business.

To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.

Thank you very much for giving WiMacTel the opportunity to address your concern; I have provided my contact number and e-mail address below. I will await your information on the last six digits of your credit card (only the last six digits) so I may issue the adjustment to your credit card.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The amount credited to my account was $13.19 not $13.91. The additional $10.91 does not bring the cost of the phone call down to $4.47. The charge totals $37.71 minus the $24.10 I got back still leaves $13.61. Not satisfied.
Final Business Response /* (4000, 10, 2014/10/20) */
The total cost of the call was $37.71. I made an error in the calculation and due to this I have now credit the entire balance in full. I apologize for my error the delay in resolving this issue. Please let me know if I can be of any further assistance The final credit may take up to 7-10 business day to post to your account.

Initial Business Response /* (1000, 5, 2016/01/28) */
Contact Name and Title: [redacted] Account Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@wimactel.com
Dear [redacted],
My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges on a bill...

from WiMacTel. It will be my pleasure to answer any questions you may have and work this matter to resolution with you.
WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center

None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business. All costs posted on the phone are for "coin calls only". There is signage that also states the use of a credit card or placing a collect call is subject to operator services fees.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.
I do understand from what I read that you believe there is a collect call block through your phone company on your home telephone. Unfortunately, we were not able to bill through your phone company, so our network allowed the collect call. I will be happy to look into this matter for you and find a suitable resolution, as well as place a collect call block on your number, so that this won't happen again. Please contact me back with your phone number that was billed and I will look into this for you.
Thank you,
[redacted]
Account Manager
WiMacTel
(XXX) XXX-XXXX
[redacted]@wimactel.com
Initial Consumer Rebuttal /* (2000, 7, 2016/01/29) */
EMAIL FROM CONSUMER:
I want you to know that the company has contacted me and a very lovely lady understood my complaint and has credited me so that I do not owe them anything. I do appreciate the fact that they acknowledged my complaint, understood it and were gracious in their handling of it. I thought you should know that.
[redacted]

Initial Business Response /* (1000, 5, 2015/07/20) */
Contact Name and Title: [redacted] Account Mgr
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@wimactel.com
Dear Mr. [redacted],
I e-mailed you Friday afternoon and have not heard back from you. I just want to make sure my original...

e-mail did not hit your Spam folder, so that I may assist you in reaching resolution for the charges you incurred. Please contact me with requested information at your earliest convenience, and I will do what I can to provide prompt service regarding your matter.
Thank you,
[redacted]
Account Manager
WiMacTel
(XXX) XXX-XXXX
[redacted]@wimactel.com
On Jul 17, 2015, at 2:20 PM, [redacted] wrote:
Dear Mr. [redacted],
My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges on your credit card. It will be my pleasure to answer any questions you may have and work this matter to resolution with you.
WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center

None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.
Admittedly, using your credit card at a public access payphone is the most expensive type of phone call that can be made. Unfortunately for the consumer, the majority of fees (regulatory, operator) are incurred upon connection of the phone call, even if it is to a voicemail. If you could, please provide me the last 6 digits of your credit card, I will access the call records associated with your credit card charge, review and issue applicable adjustments.
Thank you,
[redacted]
Account Manager
WiMacTel
(XXX) XXX-XXXX
[redacted]@wimactel.com
Name
[redacted]
Email
[redacted]@gmail.com
Phone
XXXXXXXXXX
Message
You charged me 17.56 twice, one call did not go thru and the other was less than 30 seconds.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/22) */
I am satisfied with the result. I believe that the charges were excessive, and should not of been applied. However, they have refunded the charges

Using a WIMACTEL pay phone, I placed a local phone call. The sticker read local phone calls $1.00 for 4 minutes, however the LCD screen read CARDS ONLY. Upon dialing the number I was asked to swipe a credit card. I opted to hang up and try again in hope for a quote. It was the same automated message and I found myself pulling out a credit card not thinking of the possibilities. My credit card had been pre-authorized $17.56 for a 2-minute and 16 second local phone call. I emailed WIMACTEL about the temporary authorization to no avail, this I can appreciate as the transaction had not posted to the account yet. When the transaction was complete, I called customer service to inquire about the amount charged to my card, and impatiently in the end the agent refunded 35% of the call. It still is not clear how a local 4-minute coin call would have cost $1.00 and a local 2-minute credit card cost’s $17.56. I was not interested in a complete refund, however, I had hoped the agent would be a bit more flexible. In my attempt to further understand, the agent replied “That is why I am offering you a 35% discount, what is your name?” With that reply, my rating went from positive to negative, lesson learned.

Initial Business Response /* (1000, 6, 2015/04/13) */
Contact Name and Title: [redacted] Account Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@wimactel.comz
Dear Ms. [redacted],
My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges on...

your credit card. It will be my pleasure to answer any questions you may have and work this matter to resolution with you.
WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center

None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.
I truly am sorry for the situation you were in and would like to help you in any way possible. If you could, please provide me the last 6 digits of your credit card, I will access the call records associated with your credit card charge, review and issue applicable adjustments associated with your phone call.
Thank you,
[redacted]
Account Manager
WiMacTel
[redacted]@wimactel.com

Initial Business Response /* (1000, 5, 2016/01/28) */
Contact Name and Title: [redacted] Account Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@wimactel.com
Dear [redacted],
My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges on...

a bill from WiMacTel. It will be my pleasure to answer any questions you may have and work this matter to resolution with you.
WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center

None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business. All costs posted on the phone are for "coin calls only". There is signage that also states the use of a credit card or placing a collect call is subject to operator services fees.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.
I do understand from what I read that you believe there is a collect call block through your phone company on your home telephone. Unfortunately, we were not able to bill through your phone company, so our network allowed the collect call. I will be happy to look into this matter for you and find a suitable resolution, as well as place a collect call block on your number, so that this won't happen again. Please contact me back with your phone number that was billed and I will look into this for you.
Thank you,
[redacted]
Account Manager
WiMacTel
(XXX) XXX-XXXX
[redacted]@wimactel.com
Initial Consumer Rebuttal /* (2000, 7, 2016/01/29) */
EMAIL FROM CONSUMER:
I want you to know that the company has contacted me and a very lovely lady understood my complaint and has credited me so that I do not owe them anything. I do appreciate the fact that they acknowledged my complaint, understood it and were gracious in their handling of it. I thought you should know that.
[redacted]

Initial Business Response /* (1000, 5, 2014/08/18) */
Dear [redacted],

My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges from a phone call. It will be my pleasure to work this matter to resolution for you. I will need the last six...

digits of your credit card in order to identify your call along with the call date (if available). This way I can review your case and issue applicable adjustments to your account.

WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:

Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center

None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business.

To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.

WiMacTel acknowledges the operator assisted call option is the most expensive call type available today but when today's technology fails us the cost of maintaining public access equipment and service is costly. However there are also times with the public access that signage is missing or the rates available option is not heard. You have explained your situation and upon receipt of the information necessary to review the call(s) I will communicate to you a resolution.

Thank you very much for giving WiMacTel the opportunity to address your concern; I have provided my contact number and e-mail address below. I will await your information on the last six digits of your credit card so I may issue the adjustment to your credit card.
Sincerely,
[redacted]
WiMacTel General Manager
OS/ DA/ CC Services
XXX-XXX-XXXX Office

Initial Business Response /* (1000, 5, 2015/05/22) */
Contact Name and Title: [redacted] Account Mgr
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@wimactel.com
Dear Mr. [redacted],
My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges on...

your credit card. It will be my pleasure to answer any questions you may have and work this matter to resolution with you.
WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center

None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.
If you could, please provide me the last 6 digits of your credit card, I will access the call records associated with your credit card charges, review and issue applicable adjustments.
Thank you,
[redacted]
Account Manager
WiMacTel
O: (XXX) XXX-XXXX
C: (XXX) XXX-XXXX
E: 4509
[redacted]@wimactel.com
Consumer's Original Complaint :
I was charged outrageously for using my debit card instead of the cash price listed on a payphone
I feel the charges that I had to occur were outrageous. I was charged 12 times the advertised price, 2 times for using a debit card instead of cash. It was stated in bold one dollar on the payphone to use it for ten minutes. I later checked my bank account and noticed over 12 dollars was taken for each phone call. I made 2 30 second phone calls and was charged a total of over 25 dollars.
Consumer's Desired Resolution:
I feel I deserve a refund of all the money except the 2 dollars that I was expecting to pay for the 2 phone calls.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept them because they were a complete refund and the person I emailed was very kind

We were able to locate a call record which matches the details provided.  The call from Honolulu International Airport on 6/5/2017 06:11:42 in the amount of $23.15 and was charged to a credit card ending in [redacted] The complaint states the call was placed to a toll-free number.  The number called was actually a phone number with area code 210.  It was not a toll-free number.  The complaint states it was a short duration call.  The duration of the call was 27.3 minutes. There are a few types of calls that can be placed from payphones.  You can dial [redacted] or a toll-free number at no cost.  You can use coins to pay for the call and those rates are typically posted on the phone.  You can use a calling card and follow the directions on the back of the card.  If you pay for the call using anything other than coins, or if you do not use the instructions on the back of a calling card, operator assistance is required.   Operator assistance can mean a live operator assists you or it can be an automated operator.  In this case, your call was processed by an automated operator.  Processing these type of calls is admittedly much more expensive than a direct dial call would be as there are numerous expenses incurred by the operator services provider.  Some of the expenses include validation, bad debt, credit card processing fees and compliance requirements, live operator staffing (amortized over all calls) and customer service center staffing.  None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business.   Because most people use a cell phone these days, there are fewer people using payphones or requiring the assistance of an operator.  This drives the costs up even more.  Thankfully, there are still a few payphones around so we have that option when necessary. To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote.  This is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.To resolve the matter, a credit has been issued to the credit card in the amount of $20.00.  The confirmation number for the credit is [redacted].

Initial Business Response /* (1000, 5, 2014/07/01) */
Contact Name and Title: [redacted] GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@wimactel.com
Mr. [redacted] has received full credit for calls as requested.

Initial Business Response /* (1000, 5, 2014/08/15) */
Contact Name and Title: [redacted] GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@wimactel.com
Attached correspondence was US mailed to [redacted] on 8/15/2014
Initial Consumer Rebuttal /* (2000, 12,...

2014/09/26) */
I received a letter from WiMacTel explaining an acceptable partial refund that was credited to my account on 8/15/2014. It showed up on my September statement.
Thanks to Revdex.com and WiMacTel for your help.

Initial Business Response /* (1000, 5, 2015/08/12) */
Contact Name and Title: [redacted], Account Mgr
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@wimactel.com
Hello Mr. [redacted],
My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges...

on your credit card. I had initially received notice of your complaint from the Port of Portland Authority and attempted contacting you by phone, however your voicemail stated you would be out of touch until September. It will be my pleasure to answer any questions you may have and work this matter to resolution with you.
WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center

None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business. Also, all of the regulatory and location fees and surcharges associated with an operator services call is incurred upon call connection. This does make the cost of an operator assisted phone call from a public access payphone absolutely one of the most expensive types of phone calls there are.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call. You are correct that rates are not posted on the phone, as with operator service the rates differentiate based on the type of call (collect, calling card, credit card, etc.), whether the call is local, intrastate or interstate and also whether a live or automated operator is used. There should be signage on every payphone that calls made without coins are subject to higher costs and operator assistance charges as well as instructions on how to obtain rates prior to connecting a phone call.
I absolutely understand your frustration you were met with that a call was much higher than expected and I would like to do whatever I can to assist you with this matter. I also would like to access the call detail so that I may verify correct signage is at the exact payphone you used. If you could, please provide me the last 6 digits of your credit card, I will access the call records associated with your credit card charge, review and issue applicable adjustments.
Thank you,
[redacted]
Account Manager
WiMacTel
(XXX) XXX-XXXX
[redacted]@wimactel.com
Initial Consumer Rebuttal /* (2000, 7, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The representative promptly offered a refund. Thank-you for your help!

Initial Business Response /* (1000, 5, 2014/02/26) */
Dear [redacted],
Thank you for contacting WiMacTel and allowing us the opportunity to address your concern.
WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number...

and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C+number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
LEC billing fees
Credit card processing fees
Validation expense to verify the billing method
Live operator center (this expense is amortized over all call types)
Bad debt (amortized over all call types)
Customer service center
LEC Billing processing company.
You indicated that the pay telephone said the charge would be $1.00. All of the charges posted on the pay telephone are related to calls paid for by coin deposit. Charges for operator assisted calls (automated operator or live operator) such as the one you placed cannot be posted on the pay telephone due to space limitations; there are just too many different rates based on type of call (calling card, credit card, collect or billed to third number) and all of the destinations around the world that can be called.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.
For me to proceed in helping you further, I need to find the call in our system; please provide me with the telephone number that was called or the last four digits of the credit card used to pay for the call (if applicable). Once I have this information and review the billing I will be able to provide you with a resolution.
Thank you very much for giving WiMacTel the opportunity to address your concern; I will await your reply.
[redacted],
WiMacTel Customer Service

Initial Business Response /* (1000, 5, 2014/11/11) */
My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges from a phone call. It will be my pleasure to work this matter to resolution for you. I will need the last six digits of your credit...

card in order to identify your call along with the call date (if available). This way I can review your case and issue applicable adjustments to your account.

WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:

Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center

None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business.

To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.

WiMacTel acknowledges the cost of providing service and the public access to equipment is the most expensive option. I understand based on your complaint you believe you have been overcharged. WiMacTel values comments and input from each customer and because of this I will adjust the charges you were billed.

Thank you very much for giving WiMacTel the opportunity to address your concern; I have provided my contact number and e-mail address below. I will await your information on the last six digits of your credit card (only the last six digits) so I may issue the adjustment to your credit card.

Initial Business Response /* (1000, 5, 2016/01/05) */
Dear Ms. [redacted],
My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges on your credit card. It will be my pleasure to answer any questions you may have and work this matter to resolution with...

you.
WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center

None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business. All costs posted on the phone are for "coin calls only". There is signage that also states the use of a credit card or placing a collect call is subject to operator services fees.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.
Admittedly, using your credit card at a public access payphone is the most expensive type of phone call that can be made. The majority of fees (regulatory, operator) are incurred upon connection of the phone call. If you could, please provide me the last 6 digits of your credit card, I will access the call records associated with your credit card charge, review and issue applicable adjustments.
Thank you,
[redacted]
Account Manager
WiMacTel
(XXX) XXX-XXXX
[redacted]@wimactel.com

Dear [redacted],
My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges on your credit card. It will be my pleasure to answer any questions you may have and work this matter to resolution with you.
WiMacTel, Inc. is an operator services...

provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
• Validation
• Billing & Collection
• Bad debt
• Live operator staffing (amortized over all calls)
• Credit card processing fees and compliance requirements
• Customer service center
None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business. All costs posted on the phone are for “coin calls only”. There is signage that also states the use of a credit card or placing a collect call is subject to operator services fees.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.
Admittedly, using your credit card at a public access payphone is the most expensive type of phone call that can be made. The majority of fees (regulatory, operator) are incurred upon connection of the phone call. If you could, please provide me the last 6 digits of your credit card, I will access the call records associated with your credit card charge, review and issue applicable adjustments.
Thank you,
[redacted]Account ManagerWiMacTel
[redacted]
Customer’s Statement of the Problem:I made 4 calls from a payphone on 3/7/16 when I was stranded and unable to unlock my car (with my cell phone inside) at a gas station in rural Georgia off I-20. The calls to my wife and to a tow service were no more than a few minutes each and yet I was charged $63.39! ($23.81, $19.40, $10.09, and $10.09). Posted rate was $1 per minute with no mention of different rates for credit cards. No voice prompts informed me either. This is exorbitant, predatory and intentionally misleading. I wouldn't have made the call knowing the rates, instead finding someone with a phone I could borrow.