SALT LAKE CITY, Utah – (ABC 4 News) ABC 4 got results in helping a Salt Lake City man get relief from a $270.00 mistake on his phone bill. "I was so surprised,” said Jim Jiang as he looked at his January phone bill from Qwest Communications. Jiang got a $270.00 charge for something called “Time-Additional Increment-During Normal Hours,” whatever that means. "No dates, no any detail, just tell me it's something technical service charge,” Jiang said. After the shock wore off Jiang said he spent nearly an hour on hold with the customer service department at Qwest but he said they refused to work with him. "This is totally not right, it is your billing mistakes and I hang up phone and call you guys [ABC 4] for help.” In Jiang's behalf ABC 4's Robert Walz spent nearly two hours on the phone trying to speak with anyone from Qwest but couldn't get past the recorded messages. I was able to leave a message with the media relations department. Walz's next call went to his contacts at the Utah Division of Consumer Protection. Fortunately for phone customers, utilities like Qwest are regulated by the state of Utah. Walz invited Mr. Jiang to visit our newsroom to see what we cold do to help him. "Lets come over to my desk and I will show you what I've found," said Walz, who showed Jiang the state website that explained the process to file a complaint with the Utah Public Service Commission. Once the PSC receives the complaint they contact the utility. If that doesn't bring results they set up a mediation session. If the matter isn't resolved Mr. Jiang could take his complaint before the commission meeting and seek redress. But he feared that process would take to much time. "So my billing is due in the next ten days,” Jiang said. “So should I pay or not pay? If I refuse to pay what kind of action will they lay on me?" But Jiang had no need to fear. A few hours after he left our studio Walz got a call from Qwest Media Relations Director Mark Moizen. “It was an accidental mistake on the billing and we’ve taken care of it,” Moizen said. Apparently the wrong code got plugged in and Jiang got billed for services he didn’t order. Moizen said that Qwest cares deeply about their customers, and they do their best to resolve problems before they reach the Public Service Commission complaint process. Moizen said that any Qwest customers with questions should call 1 800-249-1111. If they do not get their problem resolved he said they should ask for a supervisor or manager. “We have removed the $270.00 charge from Mr. Jiang’s bill and apologize for the miscue,” Moisen said. Copyright 2009 Newport Television LLC All rights reserved. This material may not be published, broadcast, rewritten, or redistributed.