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Customer Billing Education Package

General Dispute Information and Guidelines. Customer Billing Education Package. Billing Adjustment Request (BAR) Form RF-1461. BellSouth’s preferred submission form when disputing a claim. The BAR is divided into 5 sections. Carrier Dispute Section Disputing Carrier Contact Section

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Customer Billing Education Package

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  1. General Dispute Information and Guidelines Customer Billing Education Package

  2. Billing Adjustment Request (BAR) Form RF-1461 • BellSouth’s preferred submission form when disputing a claim. The BAR is divided into 5 sections. • Carrier Dispute Section • Disputing Carrier Contact Section • BellSouth Dispute Receipt Acknowledgement Section • Dispute Rejection Section • Billing Adjustment Response Section • Common Examples where BellSouth denied a claim during the initial review of the BAR: • Insufficient information on the dispute claim form • Inclusion of inaccurate information on the dispute claim form • Submitting a duplicate dispute claim form • Sending the dispute claim form to the wrong center • Complete details concerning the BellSouth BAR process and forms can be found in the Billing Dispute Resolution Guide which is located at: www.my.interconnection.bellsouth.com, select guides, then billing. Issue Date 11/03 2

  3. Billing Credit Appearance • Credits due to the customer following a Billing dispute resolution are posted in the ‘Detail of Adjustment Applied’ section of the monthly CABs invoice. • When a circuit is disconnected, the credit bills in the Other Charges and Credits (OC&C) section. Issue Date 11/03 3

  4. BILL PAGE 4/139 - SECTION 1/3 615 NXX XXXX XXX 01/08/03 13:34:09 ACCT CMND BDT 01/01/03 INV 03001 BILL NO 615 NXX XXXX XXX INVOICE NO N000000000-00000 BILL DATE JAN 01,2003 ACNA XXX PAGE 4 _________________________________________________________________________________________ * * * DETAIL OF ADJUSTMENTS APPLIED * * * INVOICE NO N000000000-00000 (CONT'D) Adjustment formileage DEC 26 02 ADJUSTMENT OF MONTHLY SPECIAL ACCESS (AKA BELLSOUTH SPA) CHARGES FROM AUG 01 01 THRU AUG 31 01 CUSTOMER AUDIT NUMBER XXXXXX-XX CIRCUIT NUMBER T4.HCGS.XXXXXX..SC CIRCUIT LOCATION 0003 1L5XX MILEAGE BANDS FROM 0 TO OVER 50, PER MILE DIRECTIONALITY: N/A INIT/PREV BILLED: PREV PREM/NONPREM IND: N/A REC/NONREC IND: NONREC INTERSTATE - TN - EC 5185 201.00CR DEC 26 02 ADJUSTMENT OF MONTHLY SPECIAL ACCESS (AKA BELLSOUTH SPA) CHARGES FROM JUL 01 01 THRU JUL 31 01 CUSTOMER AUDIT NUMBER XXXXXX-XX CIRCUIT NUMBER T4.HCGS.XXXXXX..SC CIRCUIT LOCATION 0003 1L5XX MILEAGE BANDS FROM 0 TO OVER 50, PER MILE DIRECTIONALITY: N/A INIT/PREV BILLED: PREV PREM/NONPREM IND: N/A REC/NONREC IND: NONREC INTERSTATE - TN - EC 5185 201.00CR   DEC 27 02 ADJUSTMENT OF MONTHLY SPECIAL ACCESS (AKA BELLSOUTH SPA) CHARGES FROM APR 01 02 THRU APR 30 02 CUSTOMER AUDIT NUMBER XXXXXXXX CIRCUIT NUMBER T4.HFGS.XXXXXX..SC CIRCUIT LOCATION 0001 Adjustment for LightGate® system HFSC7 LIGHTGATE 1(AKA BELLSOUTH SPA POINT TO POINT NETWORK 1 DS3 CAPACITY), HIGH CAPACITY, STABILIZED PLAN DIRECTIONALITY: N/A INIT/PREV BILLED: PREV PREM/NONPREM IND: N/A REC/NONREC IND: NONREC INTERSTATE - TN - EC 5185 1,590.00CR Examples of Bill Dispute Credits on Customer Bill Issue Date 11/03 4

  5. BILL PAGE 8/68 - SECTION 1/3 407 XXX XXXX XXX 01/08/03 14:04:35 ACCT CMND BDT 01/04/03 INV 03004 BILL NO 407 XXX XXXX XXX INVOICE NO N0XXXXXXXX-XXXXX BILL DATE JAN 04,2003 ACNA XXX PAGE 8 _________________________________________________________________________________________________________ * * * DETAIL OF ADJUSTMENTS APPLIED * * * INVOICE NO N0XXXXXXXX-00000 (CONT'D) DEC 24 02 ADJUSTMENT OF MONTHLY SPECIAL ACCESS (AKA BELLSOUTH SPA) CHARGES Adjustment for special access FROM NOV 10 02 THRU DEC 09 02 CUSTOMER AUDIT NUMBER xxxxxxxxxxxxxxx CIRCUIT NUMBER 209 T1ZF POPACTLCODE COCLLICLODE DIRECTIONALITY: N/A INIT/PREV BILLED: PREV PREM/NONPREM IND: N/A REC/NONREC IND: NONREC INTERSTATE - FL - EC 5191 7.50 DEC 24 02 ADJUSTMENT OF MONTHLY SPECIAL ACCESS (AKA BELLSOUTH SPA) CHARGES FROM NOV 10 02 THRU DEC 09 02 CUSTOMER AUDIT NUMBER xxxxxxxxxxxxxxx CIRCUIT NUMBER 207 T1ZF POPACTLCODE COCLLICLODE DIRECTIONALITY: N/A INIT/PREV BILLED: PREV PREM/NONPREM IND: N/A REC/NONREC IND: NONREC INTERSTATE - FL - EC 5191 7.50 INVOICE NO N04xxxxxxx-xxxxx DEC 19 02 ADJUSTMENT FOR TRANSFER OF BALANCE FROM DEC 19 02 THRU DEC 19 02 CUSTOMER AUDIT NUMBER xxxxxxxxxxxx Transfer of Balance adjustment DIRECTIONALITY: N/A INIT/PREV BILLED: PREV PREM/NONPREM IND: N/A REC/NONREC IND: NONREC NONJURISDICTIONAL - FL - EC 5191 183.65CR -------------- TOTAL OF PENALTY CREDIT ADJUSTMENTS . . . . . . . . . . . . . . . . . 0.00 Detail of Adjustments TOTAL OF ALL OTHER ADJUSTMENTS . . . . . . . . . . . . . . . . . . . . . . 180.00 TOTAL CREDIT ADJUSTMENTS APPLIED . . . . . . . . . . . . . . . . . 183.65CR TOTAL DEBIT ADJUSTMENTS APPLIED . . . . . . . . . . . . . . . . . . . . . . .363.65 TOTAL ADJUSTMENTS APPLIED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180.00 Examples of Bill Dispute Credits on Customer Bill (cont) Issue Date 11/03 5

  6. Examples of Bill Dispute Credits on Customer Bill (cont) BILL PAGE 136/1284 - SECTION 1/3 770 N10 0002 002 01/08/03 14:17:27 ACCT CMND BDT 12/10/02 INV 02344 BILL NO 770 NXX XXXX XXX INVOICE NO N10XXXXXXX-XXXXX BILL DATE DEC 10,2002 ACNA XXX PAGE 136 __________________________________________________________________________ * * * DETAIL OF ADJUSTMENTS APPLIED * * * INVOICE NO N10XXXXXXX-XXXXX (CONT'D) NOV 14 02 ADJUSTMENT OF MONTHLY SPECIAL ACCESS (AKA BELLSOUTH SPA) CHARGES Adjustment for Switched DS1 FROM DEC 10 01 THRU JAN 09 02 CUSTOMER AUDIT NUMBER xxxxxxxxxxxxxx CIRCUIT NUMBER 8001 T1ZF POPCLLICODE COCLLICODE CIRCUIT LOCATION 0001 TEFHG SWITCHED LOCAL CHANNEL - DS1 (AKA BELLSOUTH SWA DS1) (1.544 MBPS) DIRECTIONALITY: N/A INIT/PREV BILLED: PREV PREM/NONPREM IND: N/A REC/NONREC IND: NONREC INTRASTATE - GA - EC 5192 - EF 114.07CR Issue Date 11/03 6

  7. Useful Information on Disputes and the Dispute Process Dispute Process The dispute process begins when the customer sends the dispute form (RF-1461) and is successfully received by BellSouth. It then steps through the validation and investigation stages and ends at the dispute resolution and BellSouth Account Receivable Management. Generally disputes are resolved within 60 days from receipt of the claim and the CLEC/Carrier is notified of the resolution. The email address for submitting billing disputes to BellSouth for Access services is: Birmingham: ACATS.Disputes@BellSouth.com Atlanta: BillAccess.Disputes@BellSouth.com The URL to directly find what may be needed concerning Billing & Collections is : http://www.interconnection.bellsouth.com/forms/html/billing&collections.html Statute of Limitations Purpose – Used to determine appropriate timeframes for applying billing adjustments. Interstate services: 2 years for Access Billing Disputes Intrastate services: varies by state for Access Billing Disputes AL 3 years MS 3 years FL 5 years NC 3 years GA 4 years SC 3 years KY 5 years TN 6 years LA 3 years Government Services: 6 years Issue Date 11/03 7

  8. Disputing a Disconnected Circuit • An ASR number, BellSouth order number or PON number is needed when submitting a dispute on a disconnected circuit. The FOC from the install order would also be helpful when submitting a dispute for a disconnected circuit. • Sending in a SUP 1 to cancel an install ASR that has already been completed does not disconnect a circuit. A new ASR is needed to disconnect an in-effect circuit. Issue Date 11/03 8

  9. Invalid PON • Before issuing a dispute for a PON that is invalid, check BellSouth’s Common Access Front End (CAFÉ) system. • CAFÉ will provide initiator information for the PON in question and possibly clear up any issues related to the circuit in question without sending in a dispute. Issue Date 11/03 9

  10. BellSouth or Customer CFA • To determine if a circuit is riding BellSouth or customer purchased facilities, access BellSouth’s Common Access Front End (CAFÉ) system. • CAFÉ will provide information for any customer purchased facilities. • BellSouth facilities will not be found in CAFÉ. Issue Date 11/03 10

  11. ASR Clarification Policy • When an ASR is placed in clarification, the initiator must respond to the clarification issues within 10 days or the ASR is automatically cancelled by BellSouth. If the ASR was issued to disconnect a circuit, the cancelling of the ASR will cause the circuit not to be disconnected. The circuit is not disconnected via the ASR cancellation process. • . Issue Date 11/03 11

  12. Ongoing Records Reconciliation • BellSouth regularly performs audits of our Billing database. In certain instances, if it is determined that circuits are billing incorrectly, the cost for a particular circuit may increase. This increase in billing should not be automatically disputed. • The OC&C section of your bill will show the effective date of the change. Issue Date 11/03 12

  13. ASR Supplements (SUP) • A supplement is a modification of an order to correct, change, cancel or partially cancel a pending service order. • An entry on the ASR will indicate the reason for the supplement. • The SUP field will contain one of the following entries: • 1 – Cancel – Pending order to be cancelled in it’s entirety • 2 - New Due Date – Pending order requires a change of due date • 3 – Other – Any other changes to the order • 4 – Corrections – Request is being issued to correct a previous request for which confirmation has not been received • A Firm Order Confirmation (FOC) is sent to the customer on all accepted supplements. Issue Date 11/03 13

  14. Design Change Charge • The design change charge applies on a per order, per occurrence basis. • A design change charge of $39.93 will apply per order, per occurrence for each design change. The design change charge is in FCC 1, Section 5.3 (C)(3). The USOC is H28. • This charge will appear in the OC&C section of your CABs bill. Issue Date 11/03 14

  15. Due Date Changes • The Access Service Order due date is changed via a supplement. The new due date may not exceed the original due date by more than 30 calendar days. • If the customer’s requested due date is more than 30 calendar days after the original due date, the customer has 2 options: • Cancel the order and reissue with appropriate changes • Accept billing of the order, effective on the 31st calendar date after the original due date. • A service date change charge of $31.60 will apply per order, per occurrence for each due date changed. The service date change charge is in FCC 1, Section 5.3 (C)(1)(e). The USOC is OMC. • This charge will appear in the OC&C section of your CABs bill. Issue Date 11/03 15

  16. Cancellations • Partial - Any decrease in the number of ordered Special Access Service channels or Switched Access Service lines or trunks will be treated as partial cancellation. Each circuit that is removed will be billed full cancellation charges for the applicable circuit. This charge will appear in the OC&C section of your bill. • Complete – A customer may cancel an access order on any date prior to the due date. Issue Date 11/03 16

  17. Relief MSA Pricing • BellSouth has received pricing flexibility relief from the FCC in certain Metropolitan Statistical Areas (MSA) in the BellSouth 9 state region. • Pricing Flexibility MSAs are divided into 2 categories – • Full Service Relief and Limited Service Relief. • Full Service Relief MSAs have qualified for relief for all elements of service and are priced in Section 23 of the FCC Tariff 1. The Full Service Relief MSAs are listed in Section 23.2.A.1. • Limited Relief MSAs have qualified for relief for all elements of service except local channels between a LEC and customer premise. The Limited Relief MSAs are listed in Section 23.2.B.1. • Non Pricing Flexibility rates can be found in the applicable tariff section for that product, e.g. Special Access Services in Section 7. •  Relief MSAs are coded on the Invoice CSRs as: • RLFS N - non relief / limited relief • RLFS Y - relief Issue Date 11/03 17

  18. Rate Zone Pricing • Special Access DS1, DS1 Diverse, SMARTRing® Service and LightGate® Service are organized into three pricing zones as approved by the FCC. The pricing zone assignments for each serving wire center is specified in the NECA 4 tariff. • In the NECA 4 “Serving Wire Center V & H Coordinate Information” for each state, under the “Office Type” column, look for: Code “PA” = Rate Zone 1 “PB” = Rate Zone 2 “PC” = Rate Zone 3 • Special Access interoffice channels, which terminate in different zones will be billed at the higher rate. • Rate zones are coded on the CABs Invoice CSRs as: RZN 1 – rate zone 1 RZN 2 – rate zone 2 RZN 3 – rate zone 3 Issue Date 11/03 18

  19. Relief Pricing and Rate Zones shown on a CSR 601 N01 xxxx xxx 09/08/03 07:31:37 ACCT CMND ---SERVICE AND FEATURES--- SVC ACTVTY ESTBL :QTY :CODE : DESCRIPTION :TAX: AMOUNT :DATE 080502 CLS M1.HCGS.xxxxxx..SC/NC HCE- 080502* /SSP/PIU 100 080502 1 XDH1X /SED 08-05-02 080502* 080502 CKL 1-125 S CONGRESS ST, JACKSON, 080502* MS/LSO 601 352/ZNEA/NCI 04DS6. 44/POI JCSNMSxxxxx/CFA 103 T3Z 1 JCSNMSxxxxx OXFRMSMAK41 /ACTL 2/ZNHC/RMKR (A) /TAR 439,758 080502 1 HTN /SED 08-05-02 080502* 080502 CKLT 2-OXFRMSMA/TAR 158,781 080502* 080502 1 SHNCA /SED 08-05-02/RLFS N/MSAI MOA 2 080502* INTER MS - EC 5184 100% X 1 X 12.00 12.00 080502 CKL 3-1 REBEL DR, UNIVERSITY, MS 080502* /SN -------------- /LSO 662 234 /NCI 04DU9.1SN/TAR 158,781 080502 1 TMECS /SED 08-05-02/RZN 3/RLFS N 2 080502* /MSAI MOA INTER MS - EC 5184 100% X 1 X 155.00 155.00 080502 0 1L5XX /SED 08-05-02/RZN 3 080502* 080502 1 CCOEF /SED 08-05-02 080502* 080502 24 S25EX /SED 08-05-02/EXR 4 080502* INTERSTATE SUBTOTAL - MS - EC 5184 167.00 USOC – SHNCA in non-relief area USOC – TMECS in rate zone 3, non-relief area Issue Date 11/03 19

  20. Billing Factors • PIU – Percent Interstate Usage • The application of the PIU factor on an ASR is for the NRCs associated with that particular ASR, with the exception of switched T1s. The reported PIUE will be used to rate the local channel, mileage and muxing NRCs. • PLF – Percent Local Facility • The PLF is the percentage of intrastate use of switched dedicated transport and/or local interconnection transport that is jurisdictionally local. • PLU – Percent Local Usage • The PLU is the percentage of intrastate terminating usage that is jurisdictionally local. • Additional information on Jurisdictional Report Requirements may be found in BellSouth’s FCC 1, Section 2.3.10 (A) Issue Date 11/03 20

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