FCC Proposes Fine Against Verizon Over Visual Voicemail Complaint

The FCC Enforcement Bureau proposed a $100,000 fine against Verizon Wireless Friday for allegedly failing to adequately respond to a complaint about the company’s premium voicemail service. Someone with disabilities “filed an informal complaint” with the Enforcement Bureau “alleging that the Company’s Premium Visual Voicemail service was not accessible,” the bureau said. As the FCC investigated, and after the initial response, it sent the carrier a letter of inquiry (LOI) in February seeking additional information, the notice said. “Verizon did not provide documentation supporting its assertion that the complainant’s problem was caused by” the customer’s “device,” the bureau said: “Verizon did not provide any evidence that the problem was unique to the individual complainant; nor did Verizon explain or offer evidence to show how it reached that conclusion.” The carrier also didn’t “respond fully to the LOI’s demand for information and documentation about problems with accessing its Premium Visual Voicemail service, and how those problems were resolved.” Verizon “takes its accessibility obligations very seriously,” a spokesperson emailed: “While we respect the FCC's role in ensuring that services are available to all individuals, we do not agree with the factual analysis and legal conclusions in today's notice. At all times the Verizon service at issue was accessible to everyone -- including the single individual who filed the underlying complaint with the FCC. We will respond on the record and if necessary appeal the decision."