More than money at stake in small claims cases

When small business owner Luren J. Williams switched his long distance service to MCI in December, he thought he'd be saving a penny a minute.

So the Annapolis man was furious when the first monthly bills arrived reflecting a $20 minimum usage fee. The telemarketer who sold him on the deal never mentioned the charge, he said.

For five months he tried to switch back but kept getting the runaround from the customer service agents. Only after he threatened to take the telecommunication giant to court did MCI representatives agree to wipe the slate clean, he said.

But that wasn't enough. Mr. Williams wanted an apology. He...