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 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
  
  
  • California, Oregon, Washington
  
  
  • DC Metro, Illinois, Massachusetts, New York, Pennsylvania
  
  
  • Grande Texas
  
  
  • enTouch Texas

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
  
  
  • California, Oregon, Washington
  
  
  • DC Metro, Illinois, Massachusetts, New York, Pennsylvania
  
  
  • Grande Texas
  
  
  • enTouch Texas