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BILLING

Billing 1

CR screen - credit limit

Billing 2 How we bill 1 Billing Cycle = approximately 30 days ex: July 5 to Aug 4 1st bill = 2 months, virgin media bills in advance so your first bill will cover 2 months worth of bill, will be generated 15 days after installation ex: intall date = july 5 1st bill coverage = 05/07/26 - 04/09/26 - 2months generation of first bill = 20/07/36 - 15 days 2nd bill coverage = 05/09/26 - 04/10/26 generation of first bill = 20/08/36

in vm bill before services = pay before services

25 nov = 10 dec = 25 nov to 24 jan 27 25 nov to 24 dec 10 jan 25 jan to 24 feb 27

18 sept = 3 Oct = 18 sept to 17 nov 3 nov 18 nov to 17 dec

07 nov = 22 nov = 07 nov - 06 jan 22 dec 07 jan - 06 feb

10 sept = 25 sept = 10 sept - 9 nov 25 oct 10 nov - 9 dec

Prorate ex: 28 june - last biil = 18 july to 17 aug = £40 next bill = 28 july = 18 aug to 17 sept = £40

added £25 of tnt sport added per daily aug 25 to 17 sept = 24 days next bill = 28 aug = 18 sept to 17 oct = £85 that is because there is a prorate of 20 pounds since we added it in the middle of your billing cycle your additional service of ---

25/30 = £0.833 x 24 = £20

next bill = 28 sept = 18 oct to 17 nov = £65 (added £25 of tnt sport added per daily aug 29 to 17 oct = )

due date is 20 days after bill generation, due to emailing, which is delivered directly into their home which takes up to 7 to 10 days, sending of check is another 7 to 10 days blue bill = not yet due red bill = not paid late payment charge = 7 pounds and 50 pence 1st unpaid ex: £40 per month, next month payment = £40+40+7.50 = £87.5 2nd unpaid after 50 days = restricted/soft disconnection = 20 half of the month, £87.5 + 20 = £102.5 120 disconnection = 4 months

Billing 3 Billing cycle - cv > f10 > bill date

Disconnection Rocket Science - Process when should you log a disconnection when do you disconnect - disconnection follows a 30days minimum notice should be followed - maximum of 60 days i can book a disconnection at 6 months so we can reschedule it you can call us again before the 30 to 60 days before your desired cancelation date

AA - Personal Reasons/ Change of circumstance AB - Prize, Expensive AC - Product Features, unsatisfied AD - Service, Complicated billing, rude agents, call backs not made AF - Right to cancel, 14th day cooling off period, recontract existing customer, 30 days notice, no disconnection fee, AJ - Faults, exhaust all option AS - Never Installed, active acc but failed to install equipment, exception to disconnection rule if AS can disconnect after 24hrs AX - 14-day guaranteed cancelation, new customers, 7 days notice, if they declined 7 days can offer 24hrs disconnection, no disconnection fee,

*tell coach every time you make a cancel that did not reach the 30 days minimum immediately, within 24hrs

BILLING 4

LATE PAYMENT FEE -is a charge right after the due date -the company applies 7.50 pounce. -don't charge fee on ongoing cancellation

one time charges OTC

Other charges on the 1st virgin media

Unexpected charges on monthly bill -1.50 p=for paper billing if you choose your bill to be posted -7.50= late payment fee shows on your current bill -10.00= miss an appointment with one of our engineers for any reason 99.95= to activate replacement-such as new Wi-Fi hub or Wi-Fi pods

Equipment returns charge

Reconnection fee -25.00= for disconnecting costumers who has his equipment in their possession. -applicable within 30 days of cancellation -after or more than 30 days they will be treated as new costumers

before you cancel -open the ICOM screen=CT screen =====PRESS==EDF Calculator

COMMON SAMPLE what if the customer complaints? -complaint happens when the costumer is unsatisfied or unacceptable

WHEN TO LOG COMPLAINTS -every instance dissatisfaction ===should be logged and resolved during the initial call where possible ===expression of dissatisfaction directly relating to a business wide annual price rise. ===the dissatisfaction is the regarding the differences bet. new and existing costumer pricing. ===the dissatisfaction is related to bill or package price shock. ===if you are unable to resolve the dissatisfaction within 24 hours, it will be assigned to a Team Manager, and it must be resolved within 48 hours. ===further actions are required to reach a resolution bec. the costumer is not satisfied that the complaint is resolved. ===the customer requests a complaint to be raised to OFCOM, ADR, DEADLOCK, DSAR, ICO AND OTHERS ------if the complaint isn't resolving the complaint direct to OFCOM ===the dissatisfaction is related to FCA regulated product ===the dissatisfaction relates to an install construction compliant or issue

When Discount is expired. =since you're a long-term costumer and you want to accept offer from other services, you're not going to get the best discount, we would offer now

CJM (complaint) -CJM SCREEN

agent feedback when you give feedback instead of pressing the complaint

direct complaint -I'm going to OFCOM -I want to talk to your manager -I had call you multiple times -I never got a supervisor call me

AGENT RESPONSE: -I'll raise a complaint for you, -how would you like to receive an update regarding this complaint? is it via email or call? (THEN: get his updated email or mobile number) -Your complaint is about the e.g "price rise" -continue the conversation after you raise and talked about the complaint ===REMEMBER: still do your AER and/or PROBING QUESTIONS before you continue your conversation

ARE YOU HAPPY TO CLOSE THE COMPLAINT? close -when the client is satisfied or happy -close it on your own -send a resolution then; -close case -escalate to another manager costumer is not satisfied or unhappy -advice to the client to be active or open 24-48 hours