Disputing an Incorrect Bill/Charge
A customer notices an unexpected or incorrect charge on their utility bill, bank statement, or service invoice and needs to contact the company for clarification or correction.
顾客发现水电费账单、银行对账单或服务发票上出现意外或不正确的收费，需要联系公司进行澄清或更正。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
discrepancy
A discrepancy is a difference or mistake between what you expected and what actually happened, often used when talking about bills or accounts.
不一致是指您预期与实际发生之间差异或错误，通常用于谈论账单或账户时。
charge
A charge is an amount of money you are billed for a service or product; in complaints, it refers to an unexpected fee on your statement.
费用是为您提供的服务或产品收取的金额；在投诉中，它指的是对账单上的意外费用。
authorized
To authorize means to give official permission for something; here, it questions if someone approved the service addition.
授权意味着给予某事物的正式许可；在这里，它质疑是否有人批准了服务的添加。
incorrect
Incorrect means wrong or not accurate; used to describe a mistake like an wrong fee on a bill.
Incorrect 意思是错误的或不准确的；用于描述像账单上错误的费用这样的错误。
dispute
A dispute is a formal challenge to a charge or decision, often starting a process to fix an error in billing.
争议是对收费或决定的正式挑战，通常启动修复计费错误的过程。
inconvenience
An inconvenience is a trouble or annoyance caused by a problem; companies use this when apologizing for service issues.
不便是由问题引起的麻烦或烦恼；公司用这个词来为服务问题道歉。
initiate
To initiate means to start or begin a process, like starting a complaint review for a bill error.
发起意味着启动或开始一个过程，比如启动对账单错误的投诉审查。
credit
A credit is an amount of money subtracted from your bill to correct an overcharge; it reduces what you owe.
贷项是从您的账单中扣除的金额，用于更正多收费；它减少了您欠的金额。
关键句型
需要记住和练习的重要短语
Hi, I'm calling about a discrepancy on my latest utility bill.
This is a polite way to start a complaint call. 'Discrepancy' highlights the issue, and 'utility bill' refers to services like water or electricity. Use this to introduce a problem clearly without being rude.
这是开始投诉电话的一种礼貌方式。“不一致”突出了问题，“公用事业账单”指的是水电等服务。使用这个来清楚地介绍问题，而不会显得无礼。
Could you please provide your account number?
This is a common request in customer service. 'Could you please' makes it polite. Use this when you need identification details to help the customer.
这是客服中的常见请求。'Could you please' 使它礼貌。当您需要识别细节来帮助客户时，使用这个。
I noticed a charge for 'Premium Service Upgrade' that I definitely didn't sign up for.
This sentence explains the specific problem. 'I noticed' shows observation, and 'definitely didn't' adds emphasis on denial. Useful for describing unexpected fees in disputes.
这个句子解释了具体问题。“I noticed”显示观察，“definitely didn't”添加了否定的强调。在争端中描述意外费用很有用。
Is it possible someone else in your household authorized this?
This questions possible causes politely. 'Is it possible' softens the inquiry. Use in service roles to gather more info without accusing the customer.
这句话礼貌地询问可能的原因。'Is it possible' 缓和了询问。在服务角色中使用，以收集更多信息而不指责客户。
No, absolutely not. This is clearly an incorrect charge.
'Absolutely not' strongly denies something. 'Clearly' emphasizes the obvious mistake. This pattern is great for firm but polite rejections in complaints.
‘绝对不是’强烈否认某事。‘显然’强调明显的错误。这种模式非常适合在投诉中进行坚定但礼貌的拒绝。
I apologize for the inconvenience. I'm going to initiate a dispute for this charge.
This shows empathy and action. 'I apologize for' is a standard apology phrase. 'Initiate a dispute' means starting the correction process. Use to reassure customers during resolutions.
这显示了共情和行动。'I apologize for' 是一个标准的道歉短语。'Initiate a dispute' 意味着启动更正过程。在解决过程中使用以安抚客户。
The credit will appear on your next statement, and you'll also receive an email confirmation.
This explains next steps clearly with 'and' connecting details. 'Credit' and 'confirmation' assure the fix. Useful for ending complaints by outlining what happens next.
这使用 'and' 连接细节清晰地解释了后续步骤。'Credit' 和 'confirmation' 保证了修复。通过概述后续发生的事情，有助于结束投诉。
Is there anything else I can assist you with today?
A standard closing question in service calls. It invites more help. Use this to check if the issue is fully resolved before ending the conversation.
服务通话中的标准结束问题。它邀请更多帮助。在结束对话前使用此问题检查问题是否完全解决。