Controlling telecom expense is no small task, especially with rapidly changing technology and complex regulatory charges. Ecova recently began working with a new client with multiple Integrated Services Digital Network (ISDN) Primary Rate Interface (PRI) facilities in Kansas. As part of our review, the Ecova auditing system flagged excess charges for the Kansas Universal Service Fund (KUSF) on multiple accounts.
Telecom Analyst Laura Hansche opened a dispute with the local exchange provider for the 19 excess charges on each PRI. Over the course of several months, Laura escalated the issue multiple times and spoke with the fund administrators to gain additional documentation to win the dispute. In August 22 of this year, the provider notified Laura that she was in fact correct regarding the error and the billing system would be updated to correct the miscalculation. The provider also committed to having the issue resolved in October and to credit overcharges back to when this fee was established on January 13, 2010. That’s over 2 and a half years worth of a refund! And, since the issue is a global problem impacting all PRI customers from this provider in Kansas, credits back to all overcharged clients will be issued by the end of 2013. This is a wonderful result for both Ecova clients and even non-Ecova clients, who will benefit from identification of this error.
The Kansas fee is a great example of Ecova’s winning combination of people, process and technology. Our technology first identified the error. Our process quantified the error and provided the roadmap to a positive outcome, and the tenacity of our people led to successful resolution. This is the kind of effort we undertake daily on behalf of all of our clients to address their resource management needs.