Verizon: Consumers given immediate credit for disputed data charges

Verizon Wireless (NYSE:VZ) has told the Federal Communications Commission that it immediately credits consumers who call the operator to dispute third-party data charges. In a statement filed Apr. 18 in response to the FCC's investigation into bill shock, Verizon Director of Federal Regulatory Affairs Ann D. Berkowitz writes that Verizon's subscribers bills include a toll-free number to reach the third-party provider or the billing aggregator for that provider: "For example, a bill may state ‘If you have questions concerning this portion of your bill, please contact NAME at xxx-xxx-xxxx.'" Berkowitz explains. "In Verizon's experience, a significant number of customers contact Verizon about these charges. Through its First Call Resolution policy, if a customer calls Verizon to complain about a third-party charge, Verizon will give the customer an immediate credit of the amount in dispute."

Verizon Wireless also offers customers that complain about a third-party charge a free service called cramming block (or bill block) to block future data charges. Subscribers may request the block by calling or contacting Verizon via live chat. "In addition, Verizon is continuing to explore various approaches, including disallowing charges from third-party providers that employ certain marketing practices, to help ensure that customer bills do not contain unauthorized charges," Berkowitz notes. The statement adds that Verizon Wireless does not refer customers to the FCC, state-run public service commissions or the third-party providers in order to resolve billing disputes.

The Verizon Wireless statement echoes rival AT&T's (NYSE:T) own comments to the FCC. AT&T director Toni Acton told the commission last week that the operator's customer care representatives do not distinguish whether a subscriber is calling to simply ask about a third-party purchase or complaining about an unauthorized charge--therefore, AT&T does not track customer complaints of unauthorized charges at this level. "AT&T Mobility's general practice is to refund customers for third party billing purchases upon request, regardless of the reason behind the request," Acton states. "We advise customers that request a refund for third party content charges that their account will be credited for that purchase in the next billing cycle."

For more:
- read Verizon's letter to the FCC

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