Verizon Reduces Free Directory Assistance Calls from 4 to 2 Calls

Maryland
Office of People’s Counsel

ALERT

Verizon Reduces Free Directory Assistance Calls from 4 to 2 Calls

Effective
October 16, 2013

Verizon Maryland has reduced the number of free directory assistance calls from 4 to 2 calls per month effective October 16, 2013 for landline (wired) telephone service. Each directory assistance call above 2 calls per month will cost $1.99 per call. This change may impact your clients, including Lifeline customers, if they rely on landline service and 411
Directory Assistance from Verizon.

The Company took this action after a new law went into effect on October 1, 2013 permitting Verizon to do this and preventing the Commission from denying the call reduction. The law was passed after OPC successfully opposed this change in two cases heard by the Public Service Commission.

OPC had opposed this change for a simple reason. Even in this age of smart phones and broadband access, adults who are older or with lower incomes will be disproportionately impacted by this bill, since they are more likely than other adults to rely on landline phones and have the need for directory assistance. They will now be subject to additional expenses if they make more than two calls per month.

These are some options for customers to obtain free Directory Assistance information:

  • Internet: www.verizon.com/white
  • Hard copy residential directory: Call 800-888-8448 to obtain a paper or CD-ROM version of the white pages.
  • Physical or visual disabilities: Verizon cannot charge for directory assistance when these disabilities prevent a customer
    from using a telephone directory. If a customer has such disabilities, she should contact Verizon to get this restriction in the customer’s record.

If the customer with disabilities does not get a satisfactory response from Verizon, she should contact the Public Service Commission to make a complaint at 800-735-0474 or 800-735-2258 (TTY/Voice).

OPC also recommends that cell phone users without data plans should check their cell phone plans for the cost of directory assistance calls charged by their cell phone providers.

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