Recalculating charges correctly when something went wrong: bulk rerates, complaint-driven rerates, duplicate usage and disaster relief.
A tariff or configuration error affected many customers.
A customer disputes usage charges.
The same event was charged twice, or should not have been charged.
Charges are waived for customers in an affected area and period.
Define the affected customers, period and usage.
Agree scope and financial impact.
Pull the original usage records.
Recalculate with the corrected tariff or rules.
Check old vs new charges.
Post adjustments and explain them on the next bill.
This page describes generic industry practice and public standards. It is not based on, and does not describe, any particular vendor's product or operator's systems.