The Most Common Local Phone Bill Errors
After
over 100 years of practice, telephone companies still cannot seem to get it
right. In a study of clients over a five-year period, TelCon Associates found
that 77.4% were incorrectly charged on one or more of their telecom bills.
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The bulk
of these errors were uncovered primarily for local and intralata services.
While the
percentage of errors is high, billing errors usually account for only a small
portion of total savings during telecommunications audits.
Nevertheless,
it is a good idea to be familiar with the most common errors that will appear
on your local telephone bills. Keep in mind that errors may take the form of
"overbilling" and/or "under billing".
Routine
examination of your local phone bills will, sooner or later, turn up the one or
more of the following most common types of errors:
#1 -
Intermittent Error
Intermittent
errors are just as the name implies - they appear on a non-regular basis. This
type of error is usually associated with the "Other Charges and
Credits" pages of the phone
bill. Examples of intermittent errors may
include:
Other
charges and credits for installation or changes are often found to be
incorrect, especially for services provided under many negotiated deals or
contracts.
Incorrect
applications for refunds or credit adjustments are another typical intermittent
error. Surprisingly, you may find this error soon after your carrier
representative has agreed to the refund or credit!
Charges
for uncompleted calls are sometimes found on billings from two types of
vendors-resellers using feature group A connections to carrier central offices,
and vendors that are reselling service from a virtual private network.
Facility
malfunctions can result in you being charged for lines that are not working
resulting in higher charges for usage forced onto other lines or services.
#2 -
Recurring Errors
Recurring
errors are the result of incorrect information and data in the vendors'
customer service records. These types of errors can be very costly simply because
they appear each and every month until they are corrected.
Examples
may include: inventory discrepancies, contract discrepancies, differences in
tariff or rating regarding grade of service, mileage charges, enhancements,
etc.
Recurring
errors are not as easily uncovered as are intermittent errors. This type of
error can only be corrected through a thorough audit of customer service
records. A routine examination of phone bills will not reveal all recurring
errors.
#3 - Tax
Errors
Tax
errors are most commonly associated with exemptions or incorrect taxing
districts.
When facilities are taxed incorrectly, the associated usage charges
may also be taxed incorrectly. Examples of tax errors may include:
-Taxes
being collected after exemption has been filed (a copy of the applicable
exemption certificate or earlier exempt billing will verify the overbilling)
-Exempt
account without authorization
-Taxes
applied for wrong jurisdiction
-Taxes
applied despite statutes or rulings exempting them
#4 -
Metering and Database Errors
These
types of errors are commonly associated with local and long-distance calling
charges. They can occur through metering malfunctions or clerical transcription
errors. Examples include:
-Double
metering (easy to identify since each call is shown twice and in complete
detail)
-Charges
for incomplete calls.
-Usage
from a different subscriber (another easily identifiable error-charge for
another individual's line number will appear on carrier bill)
#5 -
Telecom Agent Errors
Agent
errors continue to be a problem as more and more agents are accepting either
partial or end-to-end responsibility for service segments provided by vendors.
Agent
misfeasance occurs when a supplier orders or assumes responsibility for service
segments provided by several different carriers or vendors, and then fails to
exercise responsibility for those services. Examples may include:
-Local
lines ordered and installed by equipment vendor or IXC. (In the event those
lines are no longer needed, the agent is nowhere to be found to cancel the
unused lines and services!)
-Excessive
or sub-optimum facilities installed
-Promises
of credits or changes that fail to materializeTelecom
billing errors will never disappear. However, even a little knowledge in what
kinds of errors to look for can go a long way in reducing telecom expenses.