A fraudulent charge on my phone bill - but where's the credit? [telecom]

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Bernice Lu has a fraudulent charge on her Verizon Wireless bill, and she can't seem to get rid of it. Did she call Jamaica and run up a $291 bill, or is this a misunderstanding?

By Christopher Elliott

Q: I have a fraudulent charge on my bill from Verizon Wireless for an international call I never made. I called Verizon's customer-service department, which put me on hold to consult with its fraud department. A representative claimed that I had called Jamaica and talked for 121 minutes.