How to Complain and Win at It

April 4, 2007 — -- Who hasn't spent an hour on the phone complaining about a service that hasn't performed up to par? Whether it's about a credit card, cell phone or airline, complaining is almost always frustrating, and often, unfruitful.

But there are ways to complain and win. Wendy Bounds, senior editor of the Wall Street Journal, visited "Good Morning America" to share ways consumers can get what they want by complaining.

Whatever your gripe, Bounds said, you have to make a decision to make some noise if you want things to change.

"First, you're not going to get anything unless you ask for it," she said. "The key is to ask for what you want. It pays to make some noise."

Arm yourself with information so that you're as knowledgeable, if not more so, than the person at the other end of the phone.

"Know all the details of your problem, the fine print, and also know who the competitors are and the best deals they are offering," Bounds said. "That way, you can say, 'but company X is offering this.' Let that ammunition rain on them."

When trying to wiggle out of a long-term contract, Bounds said it's important to look for loopholes -- otherwise, you could pay fees to end a contract early which can range from $150 to $300.

"Contracts often have a loophole that says that if there are changes that adversely affect your plan, then you can end the contract early," Bounds said. "Look for that clause in your contract and then look at your bills. Are there any fees that have been added or gone up? If so, that's grounds to cancel the contract."

Keep your contract handy so that you can refer to it throughout the duration of your plan. Read it carefully so you know what it'll cost to end your plan early.

Bounds said that cell phone companies are starting to change their contract policies to benefit consumers.

"Because of the intense competition, cell phone companies are starting to prorate the cancellation penalty instead of charging you the full penalty no matter when you cancel," she said. Also, some companies now offer a 30-day initial grace period during which you can cancel your contract."

Another option is to get your contract reassigned to someone else. There are Web sites that match people who want to get out of their cell phone contracts with those who want to buy them. Two sites are cellswapper.com and celltradeusa.com. When you find a buyer, you pay a fee -- a fraction of what the cancellation penalty would be -- and the cell phone company handles the transfer.