Standard Billing Cycle

• Monthly billing in advance for plan fees
• Usage charges (overages, international calls) billed in arrears
• Invoice generated 5 days before due date
• Payment due date: 15 days from invoice date
• Billing cycle cannot be changed more than once per year

Invoice Delivery Methods

• Email invoice (PDF): Default method, sent to registered email address
• SMS notification: Alert sent when invoice is ready with link to view
• Postal mail: Available upon request ($2/month paper billing fee)
• Self-service portal: Always available for download, 24-month history

Invoice Components

Accepted Payment Methods

Payment Channels

• Self-service portal/Mobile app: 24/7, immediate processing
• Customer service hotline: IVR or agent-assisted, 24/7
• Retail stores: During business hours, immediate receipt
• Authorized payment agents: Varies by location
• Auto-pay: Automatic deduction on due date

Benefits

• $5/month discount on bill
• Never miss a payment or due date
• No late fees
• Email notification 5 days before payment
• Can cancel anytime

Enrollment Process

1. Customer provides credit card or bank account details
2. Verify payment method with authorization/micro-deposit
3. Select auto-pay date (due date or custom date)
4. Review and confirm auto-pay terms
5. Enroll in system (effective next billing cycle)
6. Send confirmation email with enrollment details
7. First auto-payment processed on next due date

Auto-Pay Management

• Update payment method: Anytime via self-service portal
• Cancel auto-pay: Must be done 5 days before due date to take effect
• Failed auto-pay: Customer notified immediately, 7 days to make manual payment
• Discount applied: Starts from first successful auto-payment

Payment Processing Times

Payment Confirmation

• Immediate SMS confirmation for online payments
• Email receipt sent within 1 hour
• Transaction reference number provided
• Updated balance visible in self-service portal
• Payment history maintained for 24 months

Late Payment Timeline

Restoration After Suspension

1. Customer makes full payment (balance + late fees + reactivation fee)
2. Payment confirmed and posted to account
3. Service reactivation requested in system
4. Service restored within 2-4 hours
5. Confirmation SMS sent when service is active
6. Customer should restart device to reconnect to network

Eligibility for Payment Plans

• Outstanding balance over $100
• Customer in good standing (no history of broken arrangements)
• Maximum arrangement: 3 months
• Available once per 12-month period
• Cannot be combined with other promotions or discounts

Payment Arrangement Process

1. Customer explains financial hardship or reason for request
2. Review account history and eligibility
3. Calculate payment plan options (2 or 3 installments)
4. Present arrangement terms: dates, amounts, late fee waiver
5. Get customer agreement and commitment
6. Set up payment plan in system with scheduled auto-reminders
7. Send confirmation email with payment schedule
8. Monitor and send reminders before each due date

Payment Plan Example

Broken Payment Arrangements

• If payment missed: 3-day grace period with reminder
• After grace period: Arrangement cancelled, full balance due immediately
• Late fees reinstated
• Service suspended until payment received
• Not eligible for new arrangement for 6 months

Common Dispute Reasons

• Unrecognized charges
• Incorrect usage calculations
• Service outages or quality issues
• Promotional pricing not applied
• Charges after service cancellation

Dispute Resolution Process

1. Customer explains disputed charges with specific details
2. Verify account and locate disputed transaction(s)
3. Review billing records, usage logs, and system notes
4. Investigate with technical/billing team if needed (escalation)
5. Explain findings to customer within 3-5 business days
6. If dispute valid: Issue credit/adjustment immediately
7. If dispute invalid: Provide detailed explanation with evidence
8. Document all findings and resolution in customer notes

Service Credits

Credit Application

• Credits applied to next billing cycle
• Cannot be paid out as cash refund
• Reflected on next invoice as "Service Credit" line item
• Customer notified via email when credit applied
• Credits expire if account cancelled (must be used while active)

Refund Eligibility

• Overpayment or duplicate payment
• Service cancelled mid-cycle (pro-rated refund)
• Promotional credit exceeds final bill
• Device return within 14-day cooling-off period

Refund Process

1. Verify refund eligibility and calculate amount
2. Confirm customer's preferred refund method
3. Submit refund request to billing team
4. Processing time: 7-14 business days
5. Refund issued to original payment method
6. Customer receives email notification when processed

Refund Methods

• Credit card: 7-10 business days to appear on statement
• Bank account: 10-14 business days
• Cheque (if original method unavailable): 14-21 business days
• Account credit (if customer prefers): Immediate

Common Questions

• "Why is my bill higher this month?" - Check for usage overages, one-time charges, or plan changes
• "What is this charge?" - Identify specific line item and explain service/usage
• "When is my payment due?" - Provide due date and payment options
• "Can I get an itemized bill?" - Available via self-service portal with call/SMS details

Bill Explanation Best Practices

1. Start with total amount due and due date
2. Break down charges by category (plan, add-ons, usage, one-time)
3. Explain any unusual or high charges first
4. Show month-over-month comparison if available
5. Highlight any credits or discounts applied
6. Clarify taxes and fees (explain they're mandatory)
7. Offer to email detailed breakdown if needed