The Federal Communications Commission?s Enforcement Bureau is holding Verizon Wireless responsible for paying a record $25 million payment to the U.S. Treasury for mystery fees the company charged its customers over the last several years.

The payment is the largest in FCC history and the settlement concludes the agency?s 10-month investigation into these overcharges. In addition to Verizon Wireless?s payment to the Treasury, the company will immediately refund a minimum of $52.8 million to approximately 15 million customers and ensure that consumers are no longer charged the mystery fees. 

?Today?s consent decree sends a clear message to American consumers: The FCC has got your back,? said Julius Genachowski, chairman of the FCC, Washington. ?People shouldn?t find mystery fees when they open their phone bills ? and they certainly shouldn?t have to pay for services they didn?t want and didn?t use. In these rough economic times, every $1.99 counts.

?Today?s settlement also includes strong FCC oversight and accountability to ensure that Verizon Wireless fully repays what they owe to their customers and puts new measures in place to improve customer service,? he said.

?Thanks to the hard work of Michele Ellison and the many dedicated public servants in the Enforcement Bureau, millions of Verizon Wireless customers will finally receive the refund and the peace of mind they deserve.?

Background
The Enforcement Bureau began investigating Verizon Wireless in January after large numbers of consumer complaints and press reports about unexplained data charges. 

The investigation focused on ?pay-as-you-go? data fees ? charges of $1.99 per megabyte that apply to Verizon Wireless customers who do not subscribe to a data package or plan.

The investigation found that approximately 15 million pay-as-you-go customers were overcharged for data usage over the course of three years, from November 2007.

According to the settlement, the mystery fees from Verizon Wireless were caused by:

? Unauthorized data transfers initiated automatically by applications built into certain phones

? Accessing certain Web links that were designated as free-of-charge such as the Verizon Wireless mobile Web homepage

? Unsuccessful attempts to access data when there was insufficient network coverage to complete the requested data transfer

? Unwanted data transfers initiated by third parties and affecting customers who had content filters installed on their phones.
 
Empowering and protecting consumers
This action is part of the FCC?s ongoing commitment of empowering and protecting consumers.

Earlier this month, as part of its Consumer Empowerment Agenda, the FCC proposed rules to prevent bill shock.

To ensure that all affected consumers are repaid and the mystery fee issue is resolved, Verizon Wireless has agreed to key consumer protection measures:

No more mystery fees: Verizon Wireless must cease charging customers the incorrect fees. 

Immediate repayment of 15 million customers: Customers who have been identified by Verizon Wireless as being potentially being overcharged for data usage will receive refunds.

Right to appeal: Verizon Wireless?s repayment obligations are not capped at the estimated $52.8 million in refunds identified by the company. Customers who do not receive a refund but believe they had unauthorized data charges have a right to appeal, receive a good-faith review, and reach resolution within 30 days. Verizon Wireless is required to disclose any unresolved complaints to the FCC.

Commitment to offer data blocks on request: Verizon Wireless must offer data blocks to any customer who seeks to avoid data charges on his or her bill. 

Improved customer service: Verizon Wireless must launch several new customer service initiatives to provide more information and more options to consumers. These include:

? Plain-language explanations of ?pay as you go? data charges and data plans, and the available tools to reduce those charges

? An online video tutorial to help consumers understand their bills

? Enhanced training on pay-as-you-go data charges to Verizon Wireless?s customer service representatives who interface directly with consumers and respond to consumer questions or complaints.

Data Charge Task Force: Verizon Wireless must create a Data Charge Task Force, staffed by specially trained customer service experts who will monitor and resolve data charge complaints and other data charge-related issues going forward. The Task Force will issue regular reports to the FCC so the agency can ensure compliance.

Strong accountability and compliance monitoring: Verizon Wireless must submit periodic reports to the FCC on its refund, training, and customer service initiatives, including information on specific complaints, to ensure the company?s compliance going forward.

?Mystery solved: today's settlement with Verizon Wireless is about making things right and putting consumers back in the driver?s seat,? said Michele Ellison, chief of the FCC?s Enforcement Bureau, Washington.  

?Today?s settlement requires Verizon Wireless to make meaningful business reforms, prevent future overcharges, and provide consumers clear, easy-to-understand information about their choices," she said.

"I am gratified by the cooperation of the Verizon Wireless team in the face of these issues, and pleased they are taking the high road.?

Final take
Giselle Tsirulnik is senior editor of Mobile Marketer
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