Handling Call Detail Billing Disputes-1725
Estimated Reading Time: 1 MinutesIntroduction
Customer Care Agents handle all call billing disputes- If a customer subscribes to another carrier for Regional / LD / International, they must contact that carrier for credit
Resolution Steps
Local, Regional and Long Distance Call Disputes
- Most phone customers have our Unlimited Local, Regional and Long Distance calling plan; credit is not necessary
- For customers requesting credit for calls due to call quality, troubleshoot and resolve the issue
- For issues related to our equipment or wiring, service credit may be negotiated
- Offer the Service Protection Plan to customers who do not subscribe
International Call Disputes
- Do not issue credit for calls under one minute; billing is triggered when an international connection is made and charges are valid
- Exception: test calls for International calling with an existing Trouble Call may be credited
- For customers requesting credit for calls due to call quality, troubleshoot and resolve the issue
- For customers who cannot call out, troubleshoot and resolve the issue
- When the issue is related to our equipment or wiring:
- Verify the international plan and associated charges
- Negotiate credit reach out to Floor Support with questions
- Offer the Service Protection Plan to customers who do not subscribe