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SUCCESS STORIES –  THE RIGOROUSNESS OF THE ANALYSIS: Refund of 144.460€ for invoice errors

Telefónica assumes the refund of 144.460€ for errors detected by Lean Focus in the regularization of 2-year fixed telephone bills already closed by one of our customers.

With expenses of 450.000€ and 465.000€ in 2 consecutive years for calls from landlines and equipment and services related to voice telephony and ADSL, our client at the pharmaceutical sector proposes us the possibility of re-examining all invoices for that period.

Despite the fact that the billing for those years was regularized, revised and accepted, it was decided to review all the invoices again, separating the voice and ADSL services from the data services (macrolans, symmetrics and links) and the mobile telephony services that are in another contract.

When analyzing one by one the more than 16 million voice calls from landlines and the 12,000 contracted services related to voice and ADSL lines, although there are small discrepancies, no errors are found that motivate the reopening of the file.

Since part of the services are under a concerted billing scheme, the reconciliations are reviewed. The subscriptions made when regularizing national and international calls, as well as quotas of voice equipment and associated services are checked and certified, that unless there are minimal discrepancies, the invoices and subsequent subscriptions are in accordance with the agreement.

However, it is in the analysis of ADSL service reconciliations and associated fees, and after several days of separating and grouping one by one the more than 3.000 contracted services and products, that different recovery criteria are observed given the random grouping of the different services. Having a very atomized set of headquarters, users and case studies, and given that they are contracting their own services and third parties, they proceed to group them creating consumption patterns that fit the reality. It is then, and after analyzing and trying to understand the criteria of grouping of services and possible applications of tariffs by the operator, that there are observed discounts possibly badly applied and services that could be duplicated in their billing.

After several checks and meetings with the client, the complaint is presented to the operator, with the client’s agreement, denying it meeting weeks later.

The three of us, after a marathon meeting of almost three hours, it is presented to the operator a comprehensive detail of errors, demonstrating the reasons that have caused the discrepancies in billing. After eight months of complaining, Telefónica acknowledges the final refund of 72.967€ and 71.493€ in compensation for errors in reconciliation of invoices from previous years.

Although 148.559€ was being claimed, 4.099€ more than the operator calculated, it was decided to accept the refund.


Refund amount obtained by Lean Focus