FLORIDA PUBLIC SERVICE COMMISSION · 2010-09-14 · frontier communications of america, inc. 1 0 1 1 granite telecommunications, ... think 12 corporation d/b/a hello depot 0 0 0 4

August 2010CONSUMER ACTIVITY REPORT

FLORIDAPUBLICSERVICECOMMISSION

Data Compiled on 09/14/2010

Table of Contents

Consumer Activity Overview

Cases by Industry

Complaints by County

Electric Companies - Complaint Activity

Gas Companies - Complaint Activity

Local/Competitive Local Exchange Telephone Companies - Complaint Activity

Long Distance Telephone Companies - Complaint Activity

Pay Telephone Companies - Complaint Activity

Water and Wastewater Companies - Complaint Activity

Cramming - Unauthorized Additional Local Telephone Service Charges

Local Slamming - Unauthorized Local Telephone Carrier Change

Long Distance Slamming - Unauthorized Long Distance Carrier Change

Definitions

Consumer Access to the

FLORIDA PUBLIC SERVICE COMMISSION

If you have questions about regulated utility services, you may:

* CALL the Division of Service, Safety & Consumer Assistance at 1-800-342-3552

*FAX your questions to 1-800-511-0809

*E-MAIL the FPSC from our Web site at http://www.floridapsc.com, or direct to the

following address: [email protected]

*Or WRITE to:Florida Public Service CommissionDivision of Service, Safety & Consumer Assistance2540 Shumard Oak BoulevardTallahassee, Florida 32399-0850

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11

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Consumer Activity Overview August 2010

Complaints Received & Entered into CATSElectricGasCompetitive Local Exchange TelephoneLocal Exchange TelephoneLong Distance TelephonePay TelephoneShared TenantWater & Wastewater

Non-certificated Company Complaints LoggedElectricGas

Water/WastewaterIndustry Unknown

Telecommunications

Telephone Transfer-Connects (Calls Transferred to Utilities)ElectricGasTelecommunicationsWater/Wastewater

E-Transfers (E-mails sent to Utilities from the PSC Web site)ElectricGasTelecommunicationsWater/Wastewater

Cases Received / Closed Under 3 Day RuleElectricGasTelecommunicationsWater / Wastewater

Information Requests Received & Entered into CATS

Total New Cases Received & Entered into CATS

How Cases Were Received Complaints Information Requests Total CasesPhoneMailInternetFax

Totals

1,583 129 10 38

157 41 1 0

26

1 0 0 1 0 0

986 952

9 25 0

85

66 2

17 0

109 100

0 9 0

4,584

6,167

1,245 46 271 21

1,583

4,237 43

295 9

4,584

5,482 89

566 30

6,167

1

August 2010

Electric

Competitive Local Exchange Telephone

Local Exchange Telephone

Long Distance Telephone

Pay TelephoneShared Tenant

Water & Wastewater

Telephone Transfer-Connects (Calls

E-Transfers

Cases Received & Closed by 3 Day Rule

1,583

129

10

38

157

41

1

0

26

1

986

85

109

4,584

Cases by Industry

Telecommunications

ComplaintsLogged

% of TotalComplaints*

Information% of TotalInformationRequests*Requests Logged

Natural Gas

Non-certificated Company Cases logged**

Transferred to Utilities)

Total

536

34

2827

126

237

1061

Information provided by Consumer Activity Tracking System(CATS). Includes contacts fromphone calls, letters, faxes and the Internet.

*Figures have been rounded.**Non-certificated relates to complaints filed against companies that appear to lack a certificate with

the PSC, but the complaint issue may be jurisdictional.

8

1

14

2

10

3

0

0

2

0

62

5

7

100

12

1

62

3

23

100

%

%

%

%

%

%

%%

%

%

%

%

%

%

%

%

%

%

%

%

2

Complaints Received by County

August 2010

35 11

10 1

4

3

7

0 14

0

0

1

7

1

2

2 4

2

1

0

0

1

6

0

1

1 0

12

0

7

15

1 13

8 18

30 80

13

6

1 36

63

72 64

15

39

29

118 99

24

30

2

1

12 2

15

22

11

0 17

17 0 110

181 23

2 212

Note: County name not available fore.g., complaints received by e-mail, telephonetransfer-connects,non-Florida addresess, etc.

49cases.

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Complaints Logged

Y-T-D

Complaint Activity - August 2010

Electric Companies

Service* Billing* Total

FLORIDA POWER & LIGHT COMPANY 16 27 43 239FLORIDA PUBLIC UTILITIES COMPANY 4 2 6 44GULF POWER COMPANY 0 3 3 16PROGRESS ENERGY FLORIDA, INC. 29 29 58 383TAMPA ELECTRIC COMPANY 7 12 19 96

56 73 129TOTALS** 778

*Please see Definitions.**Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transferprocess, or complaints logged and resolved under the three-day rule.

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Complaints Logged

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Natural Gas Companies


FLORIDA CITY GAS 4 0 4 40FLORIDA DIVISION OF CHESAPEAKE UTILITIES CORPORATION 0 0 0 6FLORIDA PUBLIC UTILITIES COMPANY 1 2 3 15PEOPLES GAS SYSTEM 3 0 3 67ST. JOE NATURAL GAS COMPANY, INC. 0 0 0 2

8 2 10TOTALS** 130


5

Complaints Logged

Y-T-D


Local Telephone Companies


AT&T FLORIDA 45 70 115 715CENTURYLINK 2 11 13 75FAIRPOINT COMMUNICATIONS 1 0 1 4TDS TELECOM/QUINCY TELEPHONE 0 0 0 2VERIZON FLORIDA LLC 8 19 27 164WINDSTREAM FLORIDA, INC. 1 0 1 5

57 100 157TOTALS** 965


6

Complaints Logged

Y-T-D


Competitive Local Exchange Telephone Companies


ABSOLUTE HOME PHONES, INC. 0 0 0 2ACCESS ONE, INC. 0 0 0 1ALL AMERICAN TELECOM, INC. 0 0 0 1ALLEGIANCE TELECOM OF FLORIDA, INC. 0 0 0 1AMERICAN DIAL TONE, INC. 1 3 4 29ANGLES COMMUNICATION SOLUTIONS 0 1 1 2BIRCH COMMUNICATIONS, INC. 0 1 1 11BIRCH TELECOM OF THE SOUTH, INC. 3 1 4 17BRIGHT HOUSE NETWORKS INFORMATION SERVICES (FLORIDA), LLC 1 0 1 10BROADVOX-CLEC, LLC 0 0 0 1BUDGET PHONE 2 1 3 7CBEYOND COMMUNICATIONS, LLC 0 0 0 3COMCAST LONG DISTANCE 1 0 1 1COMCAST PHONE OF FLORIDA, LLC D/B/A COMCAST DIGITAL PHONE 3 0 3 15DELTACOM, INC. 1 0 1 8DPI-TELECONNECT, L.L.C. 0 1 1 2DSLI 0 0 0 2EASY TELEPHONE SERVICES COMPANY 2 0 2 3ENHANCED COMMUNICATIONS NETWORK, INC. 0 0 0 1EVERYCALL COMMUNICATIONS, INC. 0 1 1 4EXCEL TELECOMMUNICATIONS 0 1 1 1EXPRESS PHONE SERVICE 1 0 1 5FIRST COMMUNICATIONS, LLC 0 0 0 1FLATEL, INC. 0 0 0 2FLORIDA TELEPHONE SERVICES, LLC 2 0 2 3FRONTIER COMMUNICATIONS OF AMERICA, INC. 1 0 1 1GRANITE TELECOMMUNICATIONS, LLC 0 0 0 1HIGH TECH COMMUNICATIONS 0 0 0 3INTELLICALL OPERATOR SERVICES, INC. 0 0 0 1ITS TELECOMMUNICATIONS SYSTEMS, INC. 0 0 0 1KNOLOGY OF FLORIDA, INC. 0 0 0 2LEVEL 3 COMMUNICATIONS, LLC 0 0 0 6LIFECONNEX TELECOM, LLC 1 1 2 9PAETEC BUSINESS SERVICES 0 0 0 1PAETEC COMMUNICATIONS, INC. 0 0 0 5

7

Complaints Logged

Y-T-D


Competitive Local Exchange Telephone Companies


POWERNET GLOBAL COMMUNICATIONS, INC. 0 0 0 1QWEST COMMUNICATIONS COMPANY, LLC 0 0 0 1SH SERVICES LLC 0 0 0 1SKYNET360, LLC 0 0 0 1SPRINT COMMUNICATIONS COMPANY LIMITED PARTNERSHIP 0 1 1 1STS TELECOM 0 0 0 1STS TELECOM, LLC 0 0 0 4SUPRA TELECOMMUNICATIONS AND INFORMATION SYSTEMS, INC. 0 0 0 1TELEDIAS COMMUNICATIONS, INC. 1 0 1 2THINK 12 CORPORATION D/B/A HELLO DEPOT 0 0 0 4VERIZON ACCESS TRANSMISSION SERVICES 0 1 1 5WINDSTREAM NUVOX INC. 2 1 3 23XO COMMUNICATIONS SERVICES, INC. 0 2 2 8

22 16 38TOTALS** 216


8

Complaints Logged

Y-T-D


Long Distance Telephone Companies


AFFINITY 4 0 0 0 1AMERICA NET, LLC 3 0 3 6AMERICATEL CORPORATION 0 1 1 5AT&T 1 2 3 43AT&T LONG DISTANCE SERVICE 1 3 4 72BANDWIDTH.COM CLEC, LLC 0 0 0 1BIRCH COMMUNICATIONS, INC. 0 0 0 1BLUERIDGE TELECOM SYSTEMS 0 0 0 1CENTURYLINK COMMUNICATIONS 0 1 1 3CENTURYLINK LONG DISTANCE 0 2 2 3CLEAR WORLD COMMUNICATIONS CORPORATION 0 0 0 4COMTECH 21, LLC 0 0 0 1CONSUMER ACCESS 0 0 0 1CORRECTIONAL BILLING SERVICES 0 0 0 7CRISTEL TELECOM, L.L.C. 0 0 0 1CUSTOM TELECONNECT, INC. 0 4 4 12DELTACOM, INC. 0 0 0 2ECG 0 0 0 1ENHANCED SERVICES BILLING, INC. 0 1 1 6EXCEL TELECOMMUNICATIONS 2 0 2 4FIRST COMMUNICATIONS, LLC 0 0 0 6GLOBAL CROSSING TELECOMMUNICATIONS, INC. 0 0 0 2GLOBAL TEL*LINK CORPORATION 0 1 1 21GRANITE TELECOMMUNICATIONS, LLC 0 0 0 1GT TELECOMM 0 0 0 1ICSOLUTIONS 0 0 0 2IDC TELECOMMUNICATIONS 1 0 1 1IDT AMERICA, CORP. 0 0 0 2ILD TELESERVICES 0 5 5 29INFINITY NETWORKS, INC. 0 0 0 2INTELLICALL OPERATOR SERVICES, INC. 0 2 2 5ITI INMATE TELEPHONE, INC. 0 0 0 1LDC TELECOMMUNICATIONS, INC. 0 0 0 1LEGACY LONG DISTANCE INTERNATIONAL, INC. 0 1 1 6LIFECONNEX TELECOM, LLC 1 0 1 1

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Complaints Logged

Y-T-D


Long Distance Telephone Companies


NET ONE INTERNATIONAL, INC. 0 0 0 1NETWORK SERVICE BILLING, INC. 1 0 1 1NUVOX 0 0 0 4OAN SERVICES OF FLORIDA, INC. D/B/A OPERATOR ASSISTANCE NE 0 0 0 9ONELINK COMMUNICATIONS, INC. 0 0 0 1OPTIC INTERNET PROTOCOL, INC. 4 0 4 73PRIMO COMMUNICATIONS INC 0 0 0 1PRIMUS TELECOMMUNICATIONS, INC. 0 0 0 3PUBLIC COMMUNICATIONS SERVICES, INC. 0 0 0 1QUASAR COMMUNICATIONS OF TEXAS CORPORATION 0 0 0 5QWEST COMMUNICATIONS COMPANY, LLC 0 0 0 3SILV COMMUNICATION INC. 0 0 0 6SPOT TALK 0 0 0 1SPRINT 0 1 1 7STI PREPAID, LLC 0 0 0 3T-NETIX TELECOMMUNICATIONS SERVICES, INC. 0 0 0 2TELEDIAS COMMUNICATIONS, INC. 1 0 1 1TELEFONICALATINA 0 0 0 1TELENATIONAL COMMUNICATIONS, INC. 0 0 0 1UNION TELECOM 0 0 0 1UNITED TELECOM INC. 0 0 0 11USA DIGITAL COMMUNICATIONS, INC. 0 0 0 1VARTEC TELECOM AND CLEAR CHOICE COMMUNICATIONS 0 0 0 1VERIZON BUSINESS SERVICES 1 0 1 12VERIZON LONG DISTANCE LLC 0 0 0 9VERIZON SELECT SERVICES INC. 0 0 0 1WILTEL COMMUNICATION, LLC 0 0 0 1XO COMMUNICATIONS SERVICES, INC. 0 0 0 3ZEN PREPAID, LLC 1 0 1 1ZERO PLUS DIALING 0 0 0 5

17 24 41TOTALS** 426


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Complaints Logged

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Pay Telephone Companies


COMMERCIAL PAY PHONES, INC. 1 0 1 1EMBARQ PAYPHONE SERVICES, INC. 0 0 0 1GLOBAL TEL*LINK CORPORATION 0 0 0 3GORAN DRAGOSLAVIC D/B/A FIRST AMERICAN TELECOMMUNICATIONS 0 0 0 1PACIFIC TELEMANAGEMENT SERVICES 0 0 0 2PAY TEL COMMUNICATIONS, INC. OF THE SOUTHEAST 0 0 0 1STERLING PAYPHONES, LLC 0 0 0 1WATERVILLE COMMUNICATIONS, INC. 0 0 0 1

1 0 1TOTALS** 11


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Complaints Logged

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Water & Wastewater Companies


ALAFAYA UTILITIES, INC. 0 0 0 3AQUA UTILITIES FLORIDA, INC. 0 2 2 5AQUA UTILITIES FLORIDA, INC. 0 2 2 16AQUA UTILITIES FLORIDA, INC. 0 1 1 3AQUA UTILITIES FLORIDA, INC. 0 1 1 7AQUA UTILITIES FLORIDA, INC. 0 3 3 14AQUA UTILITIES FLORIDA, INC. 0 2 2 24AQUA UTILITIES FLORIDA, INC. 0 1 1 5AQUA UTILITIES FLORIDA, INC. 0 2 2 6AQUA UTILITIES FLORIDA, INC. 0 1 1 1AQUA UTILITIES FLORIDA, INC. 0 0 0 4AQUA UTILITIES FLORIDA, INC. 0 0 0 6AQUA UTILITIES FLORIDA, INC. 0 0 0 3AQUA UTILITIES FLORIDA, INC. 0 0 0 2AQUA UTILITIES FLORIDA, INC. 0 0 0 2AQUA UTILITIES FLORIDA, INC. 0 0 0 1BIMINI BAY UTILITIES CORPORATION 0 1 1 7BLACK BEAR RESERVE WATER COMPANY, INC. 0 0 0 1COLONY PARK UTILITIES, INC. 0 1 1 1COMMERCIAL UTILITIES, DIVISION OF GRACE AND COMPANY, INC. 0 0 0 1COUNTY-WIDE UTILITY CO., INC. 0 0 0 1CRESTRIDGE UTILITY CORPORATION 0 0 0 1CYPRESS LAKES UTILITIES, INC. 0 0 0 1EAST MARION SANITARY SYSTEMS, INC. 0 1 1 3FOUR POINTS UTILITY CORPORATION 0 1 1 10GOLD COAST UTILITY CORP. 0 0 0 3GRENELEFE RESORT UTILITY, INC. 0 0 0 1HEATHER HILLS ESTATES 0 0 0 3HOLMES UTILITIES, INC. 0 0 0 1LABRADOR UTILITIES, INC. 0 0 0 2LAKE UTILITY SERVICES, INC. 0 1 1 2LAKE UTILITY SERVICES, INC. 0 0 0 4LIGHTHOUSE UTILITIES COMPANY, INC. 0 0 0 2LINDRICK SERVICE CORPORATION 0 0 0 5MARION UTILITIES, INC. 0 0 0 1

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Complaints Logged

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Water & Wastewater Companies


MOBILE MANOR WATER COMPANY, INC. 0 0 0 1NEIGHBORHOOD UTILITIES, INC. 0 1 1 2NI FLORIDA, LLC 0 2 2 7O&S WATER COMPANY, INC. 0 0 0 4ORCHID SPRINGS DEVELOPMENT CORPORATION 0 0 0 1PEOPLES WATER SERVICE COMPANY OF FLORIDA, INC. 0 0 0 6PINECREST RANCHES, INC. 0 0 0 1PLURIS WEDGEFIELD, INC. 0 0 0 17RAINBOW SPRINGS UTILITIES, L.C. 0 0 0 1RESIDENTIAL WATER SYSTEMS, INC. 0 0 0 1ROYAL UTILITY COMPANY 0 0 0 2SUNRISE UTILITIES, LLC 0 0 0 4SUNSHINE UTILITIES OF CENTRAL FLORIDA, INC. 0 0 0 1TLP WATER, INC. 0 0 0 2UTILITIES, INC. OF FLORIDA 0 1 1 5UTILITIES, INC. OF FLORIDA 0 2 2 4UTILITIES, INC. OF PENNBROOKE 0 0 0 1WATER OAK UTILITY 0 0 0 1WEST LAKELAND WASTEWATER, INC. 0 0 0 1

0 26 26TOTALS** 214


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Cases Resolved - August 2010

Unauthorized Additional Telephone Service Charges

Month Year-To-Date

"Cramming"

AMERICATEL CORPORATION 0 1AT&T FLORIDA 1 20AT&T LONG DISTANCE SERVICE 0 1CENTURYLINK 2 6CONSUMER ACCESS 0 1ENHANCED SERVICES BILLING, INC. 2 5ILD TELESERVICES 1 17INTELLICALL OPERATOR SERVICES, INC. 0 1LEGACY LONG DISTANCE INTERNATIONAL, INC. 0 1OAN SERVICES OF FLORIDA, INC. D/B/A OPERATOR ASSISTANCE NE 0 7VERIZON FLORIDA LLC 0 2ZERO PLUS DIALING 0 1

6TOTALS* 63

*Does not include non-certificated complaints logged, complaints transferred via the telephone transfer-connect or e-transferprocess, or complaints logged and resolved under the three-day rule.

14


Unauthorized Telephone Service Charges

Month Year-To-Date

"Local Slamming"

AMERICA NET, LLC 3 4AMERICAN DIAL TONE, INC. 0 2AT&T FLORIDA 1 9BRIGHT HOUSE NETWORKS INFORMATION SERVICES (FLORIDA), LLC 0 2BUDGET PHONE 1 2COMCAST PHONE OF FLORIDA, LLC D/B/A COMCAST DIGITAL PHONE 1 5ENHANCED COMMUNICATIONS NETWORK, INC. 0 1EXCEL TELECOMMUNICATIONS 2 2LEVEL 3 COMMUNICATIONS, LLC 0 2NETWORK SERVICE BILLING, INC. 1 1OPTIC INTERNET PROTOCOL, INC. 4 68PRIMO COMMUNICATIONS INC 0 1QUASAR COMMUNICATIONS OF TEXAS CORPORATION 0 3SILV COMMUNICATION INC. 0 6TELEDIAS COMMUNICATIONS, INC. 1 1THINK 12 CORPORATION D/B/A HELLO DEPOT 0 1UNITED TELECOM INC. 0 9VARTEC TELECOM AND CLEAR CHOICE COMMUNICATIONS 0 1

14TOTALS* 120


15


Unauthorized Telephone Service Charges

Month Year-To-Date

"Long Distance Slamming"

AT&T 1 4AT&T LONG DISTANCE SERVICE 1 9BLUERIDGE TELECOM SYSTEMS 0 1CLEAR WORLD COMMUNICATIONS CORPORATION 0 2CUSTOM TELECONNECT, INC. 0 1ENHANCED SERVICES BILLING, INC. 0 1GLOBAL CROSSING TELECOMMUNICATIONS, INC. 0 1GLOBAL TEL*LINK CORPORATION 0 2IDC TELECOMMUNICATIONS 1 1ILD TELESERVICES 0 4INTELLICALL OPERATOR SERVICES, INC. 0 1NET ONE INTERNATIONAL, INC. 0 1OAN SERVICES OF FLORIDA, INC. D/B/A OPERATOR ASSISTANCE NE 0 1ONELINK COMMUNICATIONS, INC. 0 1PRIMUS TELECOMMUNICATIONS, INC. 0 1QWEST COMMUNICATIONS COMPANY, LLC 0 2SPRINT 0 3TELEDIAS COMMUNICATIONS, INC. 1 1TELENATIONAL COMMUNICATIONS, INC. 0 1VERIZON BUSINESS SERVICES 0 2VERIZON LONG DISTANCE LLC 0 2XO COMMUNICATIONS SERVICES, INC. 0 1ZERO PLUS DIALING 0 2

4TOTALS* 45


16

DEFINITIONS

Access Line or Subscriber Line

Billing

Case

Complaint

Complaint Activity

Complaints Logged

Complaints Resolved

Consumer Activity Tracking System (CATS)

Contact

Cramming

Information Request

Service

Shared Tenant Service (STS)

Tariff

Telephone Transfer Connect (Warm Transfer)

-

-

-

-

-

-

-

-

-

-

-

-

-

-

The circuit or channel between the demarcation point at thecustomer's premises and the serving end or Class 5 central Office.

A complaint concerning the amount a customer has been billed or any rule or tariff having to dospecifically with the billing of the customer's account.

A contact that is logged into the PSC's CATS database. A case may be logged in as a complaintor as an information request.

A form of case that involves a substantial unresolved objection regarding a regulated utility,as it relates to charges, facility operations, or the quality of the services rendered, the disposal of whichrequires an investigation and/or analysis by PSC staff.

The total number of complaints logged with regulated utilities or resolved within agiven period of time.

- The number of complaints received from customers filed with the utilities.

The number of complaints handled by the PSC staff, which determines whethera utility is in apparent violation or apparent nonviolation of PSC rules, company tariffs, or policies.

A database system that tracks complaints andinformation requests filed with the Florida Public Service Commission.

A communication with the Commission either in writing(letter, fax, or e-mail), in person, or by telephone relating to a complaint or an information request that is handled by consumer complaint staff.A contact may be logged into CATS as a new case or it may not be logged as a new case because it is afollow-up to an existing case, is a misdialed call or the caller hangs up during the call.

When charges for telephone services are added, or "crammed", onto local telephone billswithout the consumers's knowledge or consent.

A form of case that involves providing facts, reference material or other data butdoes not involve a substantial unresolved objection by a consumer regarding a regulated utility.

A complaint having to do with the delivery of the service provided by the utility, exclusive ofbilling concerns.

As defined in section 364.339(1), Florida Statues, means the provisionof service which duplicates or competes with local service provided by an existing local telephone companyand is furnished through a common switching or billing arrangements to tenants by an entity other than anexisting local telephone company.

Description of all rate schedules, a schedule of charges and rules and regulations of a utility company.

A call to the PSC can be directly transferred to the utilityin question, if the consumer has not yet expressed his concerns to that utility.

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Documents

FLORIDA PUBLIC SERVICE COMMISSION · 2010-09-14 · frontier communications of america, inc. 1 0 1 1 granite telecommunications, ... think 12 corporation d/b/a hello depot 0 0 0 4