Handling Call Detail Billing Disputes-1725
Introduction
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 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
- When the issue is related to our equipment or wiring:
- Offer the Service Protection Plan to customers who do not subscribe
Article ID: 253
Created: February 2, 2024
Last Updated: February 2, 2024
Author: [shekhar.bhanot@teamhgs.com]
Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=253