Dialogue/Story
Regina: Hello, this is Horizon. My name is Regina. How may I help you today?
Bob: I’m calling to dispute my bill. There’s a billing error.
Regina: Let me take a look at your statement. Your last bill was $650 and it is past due.
Bob: It’s past due because this is the third time I’ve called to report the problem, but my bill still hasn’t been corrected. My bill is normally $65 a month.
Regina: I’m looking at your account and I don't see a record of any previous calls about this problem.
Bob: I called last week and the week before. Look, I just want to get this sorted out so I can pay my bill before my service is disconnected.
Regina: I understand. Your bill may reflect changes you’ve made to your usage plan, such as upgrading to a more expensive plan.
Bob: I’ve made no changes to my usage plan. I’ve had the same plan for eight months.
Regina: Your bill may also reflect overage charges if you went over your allotted minutes or data.
Bob: I haven’t gone over my limit. Can my case be escalated so that I can speak with a supervisor?
Regina: Certainly, sir. Let me have a supervisor call you back when she’s available.
Bob: Will that be today?
Regina: I can’t tell you that, sir.
Bob: I just hope she calls me back before my service is [call ends].
Script by Dr. Lucy Tse
Category: Daily Life
Complete Transcript
Glossary
What Else Does It Mean?
Culture Note
Comprehension Questions Note
