Billing Dispute Resolution Guide

printer ready guide

Table of Contents

Revision History

Purpose

Audience

Introduction

Billing Dispute: Common Errors

Billing Adjustment Request (BAR) Form

Wireless Usage Dispute Form

Conclusion

Appendix - Billing And Collection Contact & Escalation Matrix

Appendix - Mass Disputes

Appendix - Acronym List

Wireless Usage Dispute Form


		Navigation Tip

This guide contains information about submitting billing disputes to BellSouth. From the links provided, click on the topic of your choice.

Wireless Usage Dispute Form Overview

CLEC Contact Information

Dispute Details

Reason/Details

BST Resolution

Wireless Usage Dispute Form Overview

The BellSouth Dispute Form (RF-1253) is BellSouth's preferred submission form when disputing Wireless Usage minutes. Disputes on usage may arise as a result of discrepancies between the Wireless Service Provider's and the BellSouth's recorded minutes of use. A service representative will investigate wireless usage disputes in a similar manner as disputes submitted via the BAR form. When filling out the Usage Dispute Form, the step-by-step instructions found within the sections below should be followed. A printable copy of the Usage Dispute Form can be found here.

CLEC Contact Information

The carrier disputing the charge completes the CLEC Contact Information section. The fields in this section provide BellSouth with the information it needs regarding the CLEC placing the dispute.

Fields:

Field Name


Field Name	Customer Name
Required Field	Yes
Field Description	Complete name of the Customer sending the claim.
Common Error(s) and Resolution for Field	Error: Entering a Customer Name that is either outdated or has not been updated in the BellSouth Billing Systems. Explanation/Resolution: If a customer name changes, BellSouth records must be updated. The customer should use the full Customer Name, without abbreviations, in order for BellSouth to successfully process the dispute.


Field Name	Date
Required Field	Yes
Field Description	The date the dispute is sent to BellSouth. Field Format: MM-DD-YYYY
Common Error(s) and Resolution for Field	Error: Entering the date in the incorrect format. Explanation/Resolution: BellSouth Billing systems for wireless process dates in the format MM-DD-YYYY. Verify that the date is correctly formatted before submitting the BAR.


Field Name	Customer Contact
Required Field	Yes
Field Description	Complete name of the person sending the dispute to BellSouth or a designated company contact.
Common Error(s) and Resolution for Field	Error: N/A Explanation/Resolution: N/A


Field Name	Telephone #
Required Field	Yes
Field Description	Complete phone number of the person/carrier sending the dispute to BellSouth or a designated company contact number.
Common Error(s) and Resolution for Field	Error: Providing an invalid phone number. Explanation/Resolution: If an e-mail address is not sent, BellSouth will use the phone number to contact the carrier. If the phone number is invalid, BellSouth has no recourse for the disputed claim.


Field Name	Fax #
Required Field
Field Description	Complete fax number of the person/carrier sending the dispute to BellSouth or a designated company contact number. This will be the same fax number that BellSouth will send the response to when the dispute investigation is complete, if an e-mail address is not provided.
Common Error(s) and Resolution for Field	Error: Providing an invalid fax number. Explanation/Resolution: If an e-mail address or phone number are not provided, BellSouth will use the fax number to contact the carrier. If the fax number is invalid, BellSouth has no recourse for the disputed claim.

Dispute Details

The carrier disputing the charge completes the Dispute Details section. The fields in this section provide BellSouth with the information it needs to process the claim.

Field Name

Billing Account/Club Number


Field Name	Billing Account/Club Number
Required Field	Yes
Field Description	The Billing Account or Club Number on the bill of the dispute in question.
Common Error(s) and Resolution for Field	Error: Providing an invalid Billing Account / Club Number. Explanation/Resolution: BellSouth uses the Billing Account/Club Number to gain access to the bill in question. The carrier should verify that the number entered is correct.


Field Name	Earning Number
Required Field	Yes
Field Description	The Earning Number on the bill for the dispute in question.
Common Error(s) and Resolution for Field	Error: Providing an invalid Earning Number. Explanation/Resolution: The Earning Number is used during the analysis of the bill. The carrier should verify that that Earning Number entered is valid.


Field Name	Bill Date
Required Field	Yes
Field Description	Bill Date on the bill for the dispute in question. Format: MM-DD-YYYY
Common Error(s) and Resolution for Field	Error: Entering the date in the incorrect format. Explanation/Resolution: BellSouth Billing systems for wireless process dates in the format MM-DD-YYYY. Verify that the date is correctly formatted before submitting the BAR.


Field Name	Dispute Type
Required Field	BellSouth Provided Field
Field Description	The types of wireless dispute types.
Common Error(s) and Resolution for Field	Error: N/A Explanation/Resolution: N/A


Field Name	$ Amount
Required Field	Yes
Field Description	Amount disputed in U.S. Dollars. Format: $1,234.56
Common Error(s) and Resolution for Field	Error: N/A Explanation/Resolution: N/A


Field Name	Page #
Required Field	Yes
Field Description	Page Number where the dispute appears on the bill.
Common Error(s) and Resolution for Field	Error: N/A Explanation/Resolution: N/A


Field Name	Item #
Required Field	Yes
Field Description	The item number being disputed.
Common Error(s) and Resolution for Field	Error: Entering an incorrect or invalid item number. Explanation/Resolution: The carrier should verify that the item number they enter is consistent with the item number on the bill for the item being disputed.

Reason/Details

The Reason/Details section allows the carrier to provide additional information to BellSouth regarding the dispute. This information may include, but is not limited to, the following:

Invoice Date(s)
Page Number(s)
Order Numbers
Itemized list of disputed charges

BST Resolution

BellSouth is responsible for completing the BST Resolution section. After comparing the dispute claim against its records, BellSouth makes a decision to accept or deny the claim. This section provides the carrier with information regarding the decision.

Field Descriptions:

The links below provide additional information on the fields contained within the BST Resolution section of the Wireless Usage Dispute Form.

Field Name

Date Resolved

Processed By

(Area Code) Telephone Number

Credit $

Debit $

Amount of Adjustment $

Sustained

Other

Remarks


Field Name	Date Resolved
Required Field	Yes
Field Description	The date the dispute was resolved. Format: MM-DD-YYYY


Field Name	Processed By
Required Field	Yes
Field Description	The name of the BellSouth service representative who processed the dispute.


Field Name	(Area Code) Telephone Number
Required Field	Yes
Field Description	The telephone number of the service representative who processed the dispute.


Field Name	Credit $
Required Field	No
Field Description	Amount of the credit in U.S. Dollars Format: $1,234.56


Field Name	Debit $
Required Field	No
Field Description	Amount of the debit in U.S. Dollars Format: $1,234.56


Field Name	Amount of Adjustment $
Required Field	Yes
Field Description	Amount of the Adjustment in U.S. Dollars Format: $1,234.56 If no adjustment is to be made, then $0.00 will appear in this field.


Field Name	Sustained
Required Field	No
Field Description	A description will be given as to why the bill is sustained, meaning no adjustment was made to the bill based on the dispute.


Field Name	Other
Required Field	No
Field Description	Additional comments on the adjustment, made by the service representative will appear in this field.


Field Name	Remarks
Required Field	No
Field Description	Any remarks the service representative has with regard to the claim will appear in this field.