For years, I watched businesses do what they were supposed to do: open the dispute, follow the steps, wait for updates, respond, wait again. And the pattern stayed the same slow and arduous.

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When people get stuck long enough, they become desperate to make progress. They push harder. They email more. They call more. They get frustrated—and worn down. Not because they’re unreasonable, but because they’re exhausted and don’t know what else to do.

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What finally became undeniable is this: the carrier’s dispute process is designed to handle a high volume of requests. That means your case often doesn’t have one accountable owner, updates stay generic, and there’s no clear next step. As a result, getting a correction to actually post to the bill when expected can be challenging.

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So, I started doing something different. I stopped accepting the scripted path and started asking the questions that actually determine whether anything will move. It’s easy to assume the person responding has the authority to approve your request. Often, they don’t. Most frontline reps are constrained by role, permissions, and process.

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That’s why I started asking: “Do you have the authority to approve X, if you wanted to?  If not, who does?”

Those questions were the beginning of what became my Customer Cost Recovery Process.

 

Experience that shows up in the work:    

• 35+ years in telecom billing and dispute resolution

• Served on the Channel Partners Advisory Board

• Board member, Women in the Channel (WIC)

• Member, CompTIA Telecom Advisory Council

• Owner of CRA Telecom (co-founded 1999; later became sole owner)

 

If you’re dealing with a telecom billing dispute that isn’t resolving, we can help.  

Well tell you what will move it and what won’t.  

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You’re a lot closer to resolution than you think.