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Customers also have the Telephone Disclosure and Dispute Resolution Act of 1992 (TDDRA) to lean on if we do not make provisions of our own.
My recommendation for future incidents is that we implement a couple of policies to help thwart disputed charges from occurring. We can have customers set up a password in order to access the 900 number prefix, if they so choose. Another policy that would help is to give customers the ability to choose 900 number blocking so that unwanted 900 numbers will not go through. We can also make it a regular practice to set up an alert process when calls are made just to confirm that the customer has authorized the call(s)...
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