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Energy & Utilities

Billing Dispute Resolution

账单争议解决

A customer has received an unexpectedly high utility bill and is contacting customer service to understand the charges and dispute a potential error.

客户收到了异常高的公用事业账单，正在联系客服以了解费用并质疑可能存在的错误。

对话

聆听并跟进对话

1
Emily (Female)
Hello, my name is Emily. I'm calling about my utility bill. I just received it, and it's much higher than usual.
您好，我叫艾米丽。我打电话是关于我的水电费账单。我刚收到账单，比平时高很多。
2
John (Male)
Good morning, Emily. I can certainly help you with that. Can I please get your account number so I can look up your details?
早上好，艾米丽。我当然可以帮您处理。请您告诉我您的账户号码，以便我查询您的详细信息。
3
Emily (Female)
Certainly, it's 123456789. The amount due is nearly double what I usually pay. I don't understand why.
当然，是123456789。应付金额几乎是我平时支付的两倍。我不明白为什么。
4
John (Male)
Thank you, Emily. Let me pull that up for you. Okay, I see your account. It looks like your consumption for the past billing cycle was significantly higher than the previous month.
谢谢您，艾米丽。我来帮您查一下。好的، 我看到您的账户了。看起来您上个账单周期的用量比前一个月高了很多。
5
Emily (Female)
Significantly higher? That's really strange. My habits haven't changed, and I haven't been using any new appliances. Is there a chance there's been a mistake with the meter reading?
高很多？这真的很奇怪。我的习惯没有改变，也没有使用任何新电器。有没有可能是抄表出了差错？
6
John (Male)
That's a valid concern, Emily. While meter errors are rare, they can happen. I can arrange for a meter re-reading for you. There might be a small fee if the reading is confirmed to be accurate.
这是个合理的担忧，艾米丽。虽然抄表错误很少发生，但确实有可能。我可以为您安排一次重新抄表。如果确认读数准确，可能会收取少量费用。
7
Emily (Female)
A re-reading sounds good. I'd rather pay a small fee than this enormous bill for no reason. How long would that take?
重新抄表听起来不错。我宁愿支付少量费用，也不愿意无缘无故地支付这笔巨额账单。这需要多长时间？
8
John (Male)
Typically, a re-reading is completed within 3 to 5 business days. Once we have the new reading, we'll adjust your bill accordingly if there's an error. Would you like me to schedule that for you?
通常，重新抄表会在3到5个工作日内完成。一旦我们有了新的读数，如果发现错误，我们会相应地调整您的账单。您希望我为您安排吗？
9
Emily (Female)
Yes, please. That would be a great help. And what about the current bill? Do I still need to pay it by the due date?
是的，请。那会很有帮助。那目前的账单呢？我还需要在到期日之前支付吗？
10
John (Male)
No, if we're scheduling a re-reading due to a dispute, we can put a temporary hold on the high portion of the bill. You'll only be required to pay the average amount you'd normally pay for now. We'll send you an updated statement after the re-reading. Does that sound acceptable?
不，如果我们因争议而安排重新抄表，我们可以暂时冻结账单中较高的部分。您目前只需支付您通常支付的平均金额。重新抄表后，我们会给您寄送一份更新的账单。这听起来可以接受吗？
11
Emily (Female)
Yes, that's much better. Thank you so much for your help, John. I really appreciate it.
是的，这好多了。非常感谢您的帮助，约翰。我真的很感激。
12
John (Male)
You're very welcome, Emily. We'll be in touch once the re-reading is complete. Have a great day!
不客气，艾米丽。重新抄表完成后我们会与您联系。祝您有个愉快的一天！

词汇

对话中的必备词汇和短语

utility bill

A bill for services like electricity, water, or gas provided by a public utility company. Use this when discussing payments for home services.

由公共事业公司提供的诸如电力、水或燃气等服务的账单。在讨论家庭服务付款时使用此项。

account number

A unique number assigned to your customer account for tracking services and bills. Always provide it when contacting customer service.

分配给您的客户帐户的唯一号码，用于跟踪服务和账单。联系客户服务时始终提供它。

consumption

The amount of energy or water used during a period. In this context, it refers to how much electricity or utilities you used.

一段时间内使用的能源或水的量。在这种情况下，它指的是您使用的电力或公用事业的数量。

billing cycle

The regular period, usually a month, when your usage is measured and billed. It's important for understanding when bills are issued.

常规周期，通常为一个月，此时将测量并计费您的使用量。了解账单何时发出很重要。

meter reading

The measurement taken from a device that records your utility usage. Errors here can lead to incorrect bills.

从记录您的公用事业使用量的设备中获取的测量值。此处错误可能导致不正确的账单。

dispute

A formal disagreement or challenge to a bill or charge. Use it when you believe there's an error and want to contest it.

对账单或费用的正式分歧或质疑。当您认为存在错误并想提出异议时使用。

due date

The deadline by which payment must be made to avoid late fees. Always check this on your bill.

必须付款以避免滞纳金的截止日期。请始终在账单上检查此项。

temporary hold

A short-term pause or suspension on part of a payment. It's useful when resolving disputes to avoid immediate full payment.

支付部分的短期暂停或中止。在解决争议时有用，可避免立即全额支付。

关键句型

需要记住和练习的重要短语

I'm calling about my utility bill. I just received it, and it's much higher than usual.

This sentence is useful for starting a complaint about a bill. It uses simple present continuous for the action and comparative 'higher than usual' to express surprise. Use it when contacting service for unexpected charges.

这个句子用于开始对账单的投诉很有用。它使用简单现在进行时表示动作，并使用比较级 'higher than usual' 来表达惊讶。在联系服务部门处理意外费用时使用。

Can I please get your account number so I can look up your details?

A polite request for information in customer service. 'Can I please' makes it courteous, and 'so that' shows purpose. Useful for service reps or when you need to provide info yourself.

客服中礼貌请求信息。'Can I please' 使其礼貌，'so that' 显示目的。适用于服务代表或您需要自己提供信息时。

It looks like your consumption for the past billing cycle was significantly higher than the previous month.

Explains a bill issue factually. 'It looks like' softens the statement, and 'significantly higher' compares amounts. Good for discussing changes in usage patterns.

事实性地解释账单问题。'It looks like' 缓和了陈述，'significantly higher' 比较了金额。适合讨论使用模式的变化。

Is there a chance there's been a mistake with the meter reading?

Expresses doubt about an error politely. 'Is there a chance' is a soft way to suggest possibility, using present perfect 'has been' for recent events. Use when questioning potential mistakes.

礼貌地表达对错误的怀疑。'Is there a chance' 是一种柔和的方式来暗示可能性，使用现在完成时 'has been' 来表示最近的事件。在质疑潜在错误时使用。

I can arrange for a meter re-reading for you. There might be a small fee if the reading is confirmed to be accurate.

Offers a solution with conditions. 'I can arrange' shows ability to help, and 'if' clause explains possibilities. Practical for offering services in disputes.

提供带条件的解决方案。'我可以安排'显示出帮助的能力，而'如果'从句解释了可能性。在纠纷中提供服务时很实用。

Typically, a re-reading is completed within 3 to 5 business days.

Gives time expectations. 'Typically' means usually, and 'within' indicates a range. Use this to set realistic timelines in service interactions.

提供时间预期。「Typically」表示通常，「within」表示范围。使用此来在服务互动中设置现实的时间表。

We can put a temporary hold on the high portion of the bill.

Describes a payment relief option. 'Can put a hold on' uses modal 'can' for permission/ability. Helpful when negotiating bills during disputes.

描述一种支付宽限选项。'Can put a hold on' 使用情态动词 'can' 表示许可/能力。在争议期间谈判账单时很有帮助。

Thank you so much for your help. I really appreciate it.

Expresses gratitude strongly. 'So much' intensifies thanks, and 'really appreciate' shows sincere thanks. Always use at the end of helpful conversations.

强烈表达感激之情。「So much」加强了感谢，「really appreciate」显示诚挚的感谢。总是用于有帮助的对话结束时。