Below are the most common reasons for credit/adjustments requests, along with NTT Communications' policy on the various issues.
There are several causes for service disruption. Once a customer has determined there is a service outage, the proper steps should be taken to resolve the problem (including contacting our NOC at 1-877-688-6625). If the problem has been determined to be a NTT Communications network problem, a customer may then contact our Customer Billing Care center (via the above channels) with the case number assigned to them by the tech support team. A credit will then be issued for the service downtime. Neither a credit nor an adjustment will be made to an account if it is determined the service disruption was due to forces outside the NTT Communications network.
Credit requests based upon cancellation within a billing period are dependant upon the billing frequency. For quarterly or annual billing, credits may be issued for any full months remaining through the service dates listed. Because cancellations are effective the end of your current billing period, there will be no credits or adjustments made to monthly billing accounts.
Except for the rare instance where NTT Communications bills the customer directly, outages based on difficulties with the circuits, quality, and/or transmission rates of the phone lines are the responsibility of the applicable phone company and are not basis for a NTT Communications credit or adjustment. Also, NTT Communications does not issue credits or adjustments for long distance charges. It is the customer's responsibility to locate and use a local access number. NTT Communications is also not responsible for telephone charges arising from the number of connections attempted and/or made, whether local or long distance.
NTT Communications is proud to provide the necessary resources for access and Web hosting. Delay or non-use of purchased services is not a valid basis for credit. It is the customer's responsibility to cancel unwanted services. (See Account Cancellations.)
Please contact NTT Communications Customer Billing Care via the above channels at your earliest convenience if your account shows that you are being billed more than once for the same service.