Billing errors cost customers plenty.

Figures from public utility commissions and the Federal Communications Commission (FCC) and State Public Utility Commissions show that billing complaints make up roughly one-third of all telecommuncations complaints. In 1998 alone, more than 60,000 consumers contacted the FCC expressing confusion, anxiety, and concern about their telephone bills. The high number of complaints is despite the fact that carriers have spent millions of dollars on upgrading their billing systems. But the systems have become so complex that many companies do not audit them. Although the customer is responsible for checking his bills for errors or for identifying better rates, many organizations don't have a clear idea of what their telecommunication expenditures are and how to audit and analyze them. "As a result, more and more mistakes are passing through unnoticed. For instance, we recently found a billing error for one company that resulted in a refund of more than $300,000. There was another error of $200,000, among many more. These were not intentional errors, but they do show that big mistakes are more common than many people think," says Richard Soultanian, co-president of National Utility Service, Inc. "Reviewing your monthly bills is more important than ever in today's deregulated market. There is generally not a clear indication as to which pricing arrangement is preferable or which provider offers the best terms and conditions."