High-Utility Consumer Disputes — Ep 2: Overcharged Bill Contestation | English B1-B2
Shadow this lesson: play a line, pause, and repeat it out loud — matching speed and intonation.
Conversation Script
Representative
Thanks for holding, I can see you're calling about a charge on your account.
Customer
Yeah, I was charged almost double what my plan usually costs this month.
Representative
Let me pull up your billing history so we can figure out what happened.
Customer
Okay, because I definitely didn't sign up for any extra services this time.
Representative
Wait, I see it now. There's a data overage fee added on the fifteenth.
Customer
That's strange, since I've never gone over my data limit before.
Representative
Honestly, it looks like the system might have miscalculated your usage this cycle.
Customer
Seriously? So this could just be a glitch on your end, not something I did?
Representative
Exactly, and I'm sorry for the confusion this must have caused you.
Customer
No worries, but I'd really like that overage fee removed from my bill.
Representative
I can go ahead and issue a credit for the full amount right now.
Customer
That would be great, and will it show up before my next payment is due?
Representative
It should appear within two business days, well before your due date.
Customer
Perfect, I really appreciate you sorting this out so quickly for me.