Call us: 1.209.296.7502 | 1.888.886.5226 Volcano411.com

Billing Help

Home Billing Help

This tutorial is designed to assist you with any billing questions you may have, including explaining when your bill is due, what late charges may be assessed for overdue bills, the taxes and charges included, options you have for paying your bills, and more.

General FAQ

When is my bill due?

Telephone bills are due upon receipt of the bill. If the bill is not paid within 15 days of presentation, your service may be discontinued.

Late Payment Charge
If a bill is not paid by the 15th day from the metered date, a 1.5% late payment charge will be applied to an unpaid balance of $20.00 or more

VolcanoVision bills are due approximately 2 weeks after your receive your bill. The due date is shown in the upper right hand portion of your bill. Please check this every month, as the due date varies from month to month.

How do I pay my bill?

Visit our office in Pine Grove or Ione and make a payment by cash, check or credit card. Or give us a call and make a credit card payment over the phone.

Browse to our Ebill site, and make a one-time payment with your credit card or bank account information. Or enroll in Ebill, and set up automatic recurring payments.

Go to the Ebill Help page for more information.

Can I pay my bill online?

Yes. Go to our Ebill Help page for more information on how to start paying your bill online.

Can I auto pay my bill?

Yes, there are two ways you can auto pay your bill. If you are enrolled in our Ebill system, you can set up an automatic payment withdrawal from your credit card or bank account. Go to the Ebill Help page for more information.

If you are not enrolled in Ebill, you can still have an automatic payment withdrawal set up. Come by our office to complete the enrollment forms.

Give us a call at 1.209.296.7502 if you have questions.

Phone

How do I dispute my bill?

If you have a question or complaint about your service or billing, please call the customer service number on your telephone bill, 1.209.296.7502 or 1.888.886.5226.

In the case of a billing dispute, Volcano Telephone shall investigate the charge(s) the subscriber has informed us are in question, and shall reach a determination and communicate it to the subscriber within 30 days. During the time the investigation is pending, no collection action will be taken, and no adverse credit report may be made based on non-payment of the disputed charge. If the subscriber prevails, then no late charge or penalty may be imposed on the amount in dispute.

If you do not receive a satisfactory response from us, you may call the California Public Utilities Commission’s toll free number for assistance:

800-649-7570 (Mon. thru Fri. 9:00am – 3:00pm)
TTY at 800-229-6840
Email: consumer-affairs@cpuc.ca.gov

Thereafter, if you believe that you have been billed incorrectly, the disputed amount of the bill should be deposited with the California Public Utilities Commission, Consumer Affairs Branch, State Office Building, 505 Van Ness Avenue, San Francisco, CA 94102-3298. The Commission will review the basis of the billed amount and make disbursement in accordance with its findings.

900 Pay-Per-Call Billing Rights Statement

The following consumer rights are provided under the Federal Telephone Disclosure and Dispute Resolution Act:

You have the right not to be billed for pay-per-call services not offered in compliance with Federal Laws and Regulations. Failure to pay Legitimate 900 or California 976 charges may result in INVOLUNTARY BLOCKING OF YOUR ACCESS TO 900 OR 976 SERVICES.

Your local and long distance service CANNOT BE DISCONNECTED as a result of non payment of 900 charges. You have 60 days from the date of the 900/976 bill to dispute a billing error. If you orally communicate an allegation of a billing error via the telephone number on the 900 bill page, it will be considered sufficient notification of a billing error.

You have the right to withhold payment for the disputed charges during the billing error review. No collection activity for disputed 900/976 charges will occur while the charges are under investigation. If the disputed 900 charges are found to be legitimate, the long distance company or the information provider may proceed with outside collections against your account for payment of these 900/976 charges.

You can obtain blocking of access to 900 services at no charge at time of connection or within 60 days after your new service is established. Other requests for blocking and unblocking will be subject to a one time fee of $11.20. If you have any questions about 900 pay-per-call charges, please call our business office at 1.209.296.7502 or 1.888.886.5226.

What are all these taxes and charges on my bill?

Click or tap here for the FCC and CPUC Taxes And Surcharges Descriptions.

How to read your phone bill

TV

How do I dispute my TV bill?

Complaints and bill disputes are initiated with the Customer Service Representative, Customer Service Supervisor, Director of Marketing and the General Manager in verbal and/or written form. Complaints can be addressed to one of the aforementioned at P.O. Box 890, Pine Grove, CA 95665, or in person at 20000 East Highway 88, Pine Grove. Complaints and disputes may also be filed with the Federal Communications Commission (FCC) at 1919 M Street, Washington, D.C. 20554, or by calling the FCC at (202) 418-7200.

What are all these taxes and charges on my Volcano Vision bill?

Click or tap here for the FCC and CPUC Taxes and Surcharges Descriptions.

A Franchise Fee is a charge collected by Volcano Vision on behalf of your county, city or local government. The Federal Government allows local government to charge up to 5% per cable subscriber in the form of Franchise Fee. Local governments are able to collect this fee because cable television providers utilize public rights-of-way to deliver their services. Franchise fees are governed under Section 622 of the Cable Communications Act of 1984.

Franchise Fee will occur on a bill only in selected areas:

Kirkwood Franchise Fee
Calaveras County Franchise Fee
Amador County Franchise Fee
Ione Mobile Home Park Franchise Fee
Ione Franchise Fee
Castle Park Franchise Fee

Additionally, the bill can include other fees/taxes:

FCC Regulatory Fee
Broadcast TV Surcharge
Calaveras Community TV Fee *(only in selected area)

How to read your TV bill

Services/Equipment

What If I Move?

Before you move, call us and let us know where you are moving. If you are moving within our service area, we will be happy to transfer your current service to your new residence so that you can continue enjoying our services in your new home. Please be advised that we cannot transfer telephone service to the areas outside of the Volcano Telephone Company service area.

If you are moving outside of our service area, you will be required to return equipment associated with your services. To avoid penalty, all equipment such as cable boxes, converters, remote controls, modems, and routers must be returned to us in good working order.