Verizon to Credit Accounts $90 M for Mistaken Data & Web Charges

Verizon Wireless is going to refund customers who were billed data charges incorrectly--to the sum of $90 million next month.  15 million Verizon subscribers who did not have data plans were billed for data on their cell phones that they did not initiate.  Billing errors were caused by the software built into their phones.  Another wrong charge was for web access.  Verizon charges a minimum usage fee of $1.99 for web access.

Verizon Wireless customers will have credit applied to their accounts--mostly ranging from $2.00 to $6.00.  It turns out that the FCC was investigating wireless carriers for "Bill Shock." 

"We're gratified to see Verizon agree to finally repay its customers," Michele Ellison, FCC Enforcement Bureau Chief, said in a statement.  "But questions remain as to why it took Verizon two years to reimburse its customers and why greater disclosure and other corrective actions did not come much, much sooner.  The Enforcement Bureau will continue to explore these issues, including the possibility of additional penalties to ensure that all companies prioritize the interests of consumers when billing problems occur."

Verizon's Statement:

Verizon Wireless values our customer relationships and we always want to do the right thing for our customers.

In October and November, we are notifying about 15 million customers, through their regular bill messages, that we are applying credits to their accounts due to mistaken past data charges.  We will mail former customers refund checks.  In most cases, these credits are in the $2 to $6 range; some will receive larger credits or refunds.

As we reviewed customer accounts, we discovered that over the past several years approximately 15 million customers who did not have data plans were billed for data sessions on their phones that they did not initiate.  These customers would normally have been billed at the standard rate of $1.99 per megabyte for any data they chose to access from their phones.  The majority of the data sessions involved minor data exchanges caused by software built into their phones; others involved accessing the web, which should not have incurred charges. We have addressed these issues to avoid unintended data charges in the future.

Verizon Wireless issue credits to customers from time to time based on regular review and monitoring.  When we identify errors, we remedy them as quickly as possible.  Our goal is to maintain our customers' trust and ensure they receive the best experience possible.