Billing Dispute
Advanced English listening exercise ยท Customer Service
Transcript
Customer: I noticed a charge of forty-nine ninety-nine on my credit card statement from your company, but I did not authorize this purchase. Agent: I understand your concern. Let me investigate this for you. Can you provide me with the last four digits of the card that was charged? Customer: It ends in 4523. Agent: Thank you. I can see the charge was made on March second for a yearly software license renewal. It appears your annual subscription auto-renewed. Customer: I was not aware it would renew automatically. I thought the subscription ended last year. Agent: I understand the confusion. According to our records, the auto-renewal was enabled when you initially signed up. I can process a full refund for this charge. The refund will appear on your statement within five to seven business days. Customer: Yes, please process the refund. And make sure it does not happen again. Agent: Absolutely. I have cancelled the auto-renewal and processed your refund. You will receive a confirmation email shortly. Is there anything else I can help with? Customer: No, that resolves everything. Thank you for your help.
Comprehension questions
- What was the charge amount?
- How long for the refund to appear?
- What action did the agent take regarding the auto-renewal?