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Manage Billing Disputes for Energy & Utilities Customers
In the Contact Center Console, support agents can investigate, manage, and resolve billing disputes raised by customers. Agents start by logging a case for the verified customer account. The case includes information about the bill under dispute, the billing statement, and the corresponding statement line item.
The lifecycle of the billing dispute goes through the following stages:
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Initiated: The billing dispute case is open.
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Under investigation: The dispute case is being analyzed.
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Response proposed: A response has been sent to the customer.
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Resolved - No Action: The dispute is resolved with no further action. From this status, the case is automatically moved to Closed.
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Resolved - Meter Read / Rebill: A revised meter reading is captured and a request for a cancellation or rebill is issued to the backend billing system. After the billing system sends the confirmation, you can manually change the status to Closed.
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Resolved - Adjustment Requested: A financial adjustment to the customer’s account balance is required. You can send a request to the backend billing system for a balance adjustment. After you receive the updated account balance and a confirmation that the adjustment has been processed, manually close the ticket.
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Closed: The case is closed.
You can also put the billing account of the customer on Billing Hold until the dispute is resolved. As soon as the billing dispute case is created, the billing statement’s status field is set to Billing Dispute. After the case is closed, as part of the final state, the statement status is reverted back to Approved. The billing account status is set back to Active only if there are no more open billing dispute cases.
- Use the Identity Verification feature to verify the identity of the caller and launch the customer's accounts page.
- On the customer accounts page, select Billing tab and click Manage Billing Dispute.
- On the Create Case page, notice that the customer Account Name and Account Number are pre-populated.
- Specify the Priority of the billing dispute complaint.
- Enter a relevant Subject and provide a detailed Description of the billing dispute complaint.
- Optionally, you can select a Premises, a billing Statement, and a Statement Line item associated with the complaint.
- Click Submit.
- Click Finish.
