It’s not unusual for a phone company to refuse to refund a customer for a billing error, even when it is at fault. Take the recent case of Brad Holman. The Florida man – who admits he wasn’t checking his monthly bills as closely as he should have been – discovered that AT&T had been overcharging him $60 per month since late last year.
After he took the time to decipher the itemized bill, he learned he was paying for a second family plan that he never subscribed to and didn’t want. When he contacted AT&T to report the error, he hit a brick wall – the company cited a policy and offered him $1,300, which was only half what it owed him. It took the intervention of a local news station to force AT&T to refund the full amount.
Sadly, Holman’s case isn’t unique. Some studies show that over 80 percent of businesses have errors on their telecom bills resulting in millions of dollars in overcharges each year. Often staff is too busy to perform thorough reviews of their bills, or find it difficult to wade through convoluted and confusing invoices.