Advice for helping a customer
I have a customer who has had duplicate billing for text messages on every bill. Every month he comes in and we get him a credit back, but I'm sure it's annoying for him to deal with on a monthly basis. I'm not kidding, that each month without fail his text messages come up wrong. He's paying for media basic and doesn't even use 200 of the messages. On the bill, it show a section for MB text and pay per use text. Usually it will have a few under each title. He's stationed in El Paso and i'm wondering if the messages might be getting bounced off Juarez Mexico and thus getting the pay per use rate instead of his package. I've added ICR to his account, hoping that will alleviate the problem. Any other ideas?
(Wow, a productive use fo...
(continues)
(Wow, a productive use fo...
(continues)
...
Telegence markets are notorious for sms billing errors. Look in the "billing issues log" in CSP to see if there is a billing issue like that in your area. if you don't find anything there, file a trouble ticket. or call customer service and have them do it.
...
If you're in the store, call CS and have them take pff the Text pay per use, if they can...unless it's already been done.
...
Thanks guys. I was on the phone filing a trouble ticket right after I posted that just to cover all the bases. I know originally it was a double SOC issue, one with MEB1 and another TMI1. The PPU SOC was stuck in a group section or something. The billed txts on this bill may have just been a carry over from the previous problem... just... "blah". Great guy, I'm glad he comes in a lot, I just want him to have a more positive experience with us.
...
oh grief i could imagine the issue trying to remove duplicate soc codes when dulpicate soc codes already exist in group level and sub level...
...
