Company Response on 7/10/2009:
Sorry for your confusion when using our service. Our system is designed to only start charging when you press the digit to accept the call and the call is connected. The message upfront is not included in any part of the time of your call.
Please provide us with your name, address, phone number and email address, so we can research your account. We will contact you and give you the information that is posted on our website in the FAQ for existing customers that tells you how to bypass the upfront message and connect your call quickly.
You may find it interesting that we added this information to our Website in response to a customer suggestion received during one of our Customer Quality of Service Surveys. When we receive a suggestion from a customer that helps us improve our service we pay $100 to the customer.
In the future, if we fail to meet your needs, you can email a manager at CustomerRelations@paytel.com and your request will be addressed the same day.