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Invoicing customers for Customer Support

[Music] thank you for calling metrobus this is chalene how can i help you today you tell me i'm looking at my statement and you see that you guys charge my credit card for 67.81 when i initially signed up for a 40 plan guess what my bank charged me for an overdraft fee this is ridiculous if i know that you lied to me i should have chosen global phone instead very very disappointing i've been with you guys for so many years now i've started my account and post paid and decided to switch over prepay and i want you to cancel my account completely i don't want to deal with this again oh i'm so sorry about this i can't blame you if you'll feel that way it's really surprising that you've been charged six to seven eighty one instead of just forty dollars it's a huge amount of money and i want to make sure that this will be taken care of today by the way let me have your name so i can address you properly my name is lyndon marone and you better do something about this today or i'll change carriers i understand linda and it won't let you go and listen until this is a resolve and i want to make sure that i'll be able to track all the details of your account so i could come up with the best resolution for you today may have your mobile number and your four digit pin please mobile number is 607-598-6992 pin is 0.903 thank you all right so uh linda was able to pull up your account details i've seen that he initially created the account through our metrobus tour last december the 21st and the plan that was graded for you was the 65 dollar unlimited plan so it includes unlimited calls tax and data the additional 2.81 cents that was charged is coming from the taxes wait so this 65 plan is unlimited what about the 40 i thought 40 dollars is unlimited that's what the salesperson told me last time oh i apologize for the confusion the 40 plan has unlimited calls and checks but the data is not unlimited you'll only get five gigs of data for forty dollars uh linda we have four different plans we have a thirty dollar plan the cheapest that we have it has unlimited calls and tax but it doesn't have a data on it then the forty dollar plan that has unlimited calls and tax with five gigs of data a fifty dollar plan with unlimited costs and tax and 15 gigabytes of data and lastly the 65 plan with unlimited calls texts and data so let me make sure that i understand it correctly the salesperson told you that the 40 plan has unlimited calls tax and data is that correct well actually to to be honest with you i'm not sure he's telling me a bunch of different things and you don't remember if the forty dollar plan includes unlimited beta but i'm pretty sure it has a limited call syntax okay that's all right uh if i may ask how do you usually use your phone in terms of data in terms of data well i use facebook a lot i watch netflix a lot check my email and play some games too well that's quite a lot so uh do you think that the five gigs of data for forty dollars would be enough for you no i don't think it would work i'll stay with the current plan i have right this plan is really perfect for you since you've got so many activities that requires data and with this 65 unlimited plan you won't need to worry about running out of data got it so to confirm you'd like to stay with your 65 limited plan so i'll keep it as it is for you no changes should be made correct that's right alrighty so well do you have any other questions for me today no julian so uh i'll pay 65 per month for the unlimited plan and 2.81 cents for the taxes correct yes that's correct linda expect no other charges in your account every month aside from the 67.81 and uh by the way i have a good news for you i understand that you've been with us for so many years now you started your account with post paid and switched over prepaid so the good news about it is once you've reached your third month it does your next bill will have a five dollar discount on it so instead of paying sixty five dollars for the plan it only be sixty dollars and once you've reached your ninth month with prepaid you'll get an additional five dollar discount so instead of paying sixty dollars you'll only need to pay fifty five dollars wow that's awesome this is a lot cheaper than what i've paid before in post bay exactly also i've seen that your credit card is currently not enrolled in autopay i'm glad to let you know that if you decided to enroll your credit card in o2pay you'll get an additional five dollar discount on your bill every month so let's say you decided to enroll your credit card in o to pay today you'll automatically get the five dollar discount on your next billing cycle so instead of paying 67.81 you'll only need to pay 62.81 oh seriously how all right do you have the metroboost app on your phone yes i do i downloaded it last time awesome kindly tap that app for me log in with your metro boost account and let me know once you're in the home page okay okay i'm in all right so on the upper left corner you'll see the hamburger icon or the three horizontal lines correct yes i see it okay tap that for me all right now i see feed data checker payment account my devices shop now and sign out perfect now click on payment okay now it says your next payment is due in 27 days available balance is zero then below it says add funds and the below add funds have you seen the option to turn on the autopay oh yeah i do all right so if you're ready to set up your own pay today you'll just need to turn on the autopay option key in your credit card information and save it okie dokie i'll edit later because i'm not at home right now and i'll be using a different card for the o to pay okay not a problem you already noticed that so it'll be easy for you exactly well thank you so much for letting me know all this good stuff you're welcome linda and i appreciate you partnering with me today to make sure that everything is clear in terms of your plan details and i'm glad that i was able to give you a walkthrough on how to set up autopay so you can take advantage of discount that comes with it so would there be anything else that i could further assist you with today no honey you've been very helpful you bring back the confidence that i have with metrobus that i thought i lost when i started getting these unexplainable charges but debate everything is so clear for me and now i understand how the plan works and i don't have any further questions oh you just don't know how happy i am linda thank you for giving me the chance to bring back your trust with us and if you don't have any further questions thank you so much for being the best part of metro bears have a good one bye you two dear bye [Music]