Intermediate Listening Practice

Ryan: Good morning, this is Ryan at Brightwell Energy. How can I help you?

Helen: Hello. I'm calling about my latest bill. I've just received it and the amount seems much higher than usual. I'd like someone to explain it, please.

Ryan: Of course. Can I start with your account number?

Helen: Yes, it's 7-7-4-2-0-1-8.

Ryan: Thank you. And can I confirm the name on the account?

Helen: Helen Driscoll.

Ryan: Lovely. I've got your account here. You're calling about the January bill, is that right?

Helen: That's right. It says I owe a hundred and ninety-two pounds. My bill is normally around eighty or ninety. I haven't done anything differently, so I don't understand where that figure has come from.

Ryan: Let me have a look. Right, so it looks like the billing period is longer than usual this time. It covers about six weeks instead of the normal month, because the previous bill was issued a bit late on our end. That accounts for some of the increase.

Helen: Some of it. But even for six weeks, a hundred and ninety-two seems too high.

Ryan: I can see that the unit rate went up in December. You should have received a notification about that in November.

Helen: I may have done. I get a lot of emails from you. But even with a rate increase, the numbers don't add up. I've been careful with my heating this winter. I haven't had it on more than usual.

Ryan: I understand. Let me check how the reading was taken. Right, so this bill is based on an estimated reading, not an actual one.

Helen: That's the part I don't understand. I've been submitting my own readings every month through the app. I submitted one on the second of January, so there should be a real figure for that period.

Ryan: You're right. I can see your submitted readings here. It does look like the system used an estimate instead of the reading you provided. I'm not sure why that happened.

Helen: So the bill is based on a number your system made up, not the number I actually gave you.

Ryan: It appears that way, yes. I'm sorry about that. It shouldn't have happened.

Helen: Can you recalculate it using my actual reading?

Ryan: I can request that, but I'm not able to do it myself on the phone. I'll need to raise it with the billing team and they'll issue a corrected bill. That normally takes about five to seven working days.

Helen: Five to seven days. And in the meantime, the bill is due in ten days. Am I expected to pay the wrong amount and then wait for a refund?

Ryan: No, I can put a hold on the payment due date while the query is open. That way you won't be chased for it or charged any late fees.

Helen: Please do that. I don't want a letter telling me I haven't paid when the reason I haven't paid is that the bill is wrong.

Ryan: Completely understand. I've put the hold on now. You won't receive any payment reminders while this is being looked at.

Helen: Thank you. Can I ask, is there any reason the app readings aren't being used? I've been submitting them specifically to avoid this kind of thing.

Ryan: There shouldn't be a reason. The app submissions should feed directly into the billing system. It may have been a one-off error, but I'll flag it so the team can check.

Helen: I'd appreciate that. This is the second time something like this has happened. Last year I had a bill that was estimated too high and it took over a month to sort out.

Ryan: I'm sorry to hear that. I'll make a note of that on your account as well, so the team has the full picture.

Helen: All right. So to be clear, someone will recalculate the bill using my actual reading, and I don't need to pay anything until that's done.

Ryan: That's correct. You'll receive a corrected bill by email once it's been processed.

Helen: Good. Thank you, Ryan. I hope it's a bit quicker this time.

Ryan: I hope so too. Is there anything else I can help with?

Helen: No, that's everything. Thank you.

Ryan: Thank you for calling. Have a good day.