One of New York City’s largest taxi medallion management and leasing companies had recently upgraded its voice network and migrated to a new telecom carrier. The service delivery and installation of the new voice circuits were riddled with issues. To complicate matters the carrier started billing several months ahead of service activation. The client had grown increasingly frustrated with the carrier’s lack of communication and responsiveness to their questions. They enlisted aid with resolving the premature billing error.
Result: Details of the failed service delivery and the client’s contracts were collected and reviewed. A significant breakdown was identified relating to the porting of the client’s services. Working with the new carrier’s provisioning, order management, billing and account management teams, the matter was resolved. As a result, the overcharge was credited back to the client.
