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First of all, your mother joined up with our service on the 15th of April 2016. This is several years ago, five years ago at this point, the regulations regarding the contract back then were that it was the customer’s responsibility to contact the company involved. We advised your mom at the time that the contract would end in April 2017. On the bill, we issued on the 17th of April 2017. We showed that the contract ended on 14, then from the 15th onwards, she was on our standard rate.
Let me see if I have this straight. You’re saying that her bills are going up and up and up. The bills are increasing due to the actual increase in usage over the last few years. However, once the rates are set, the rates don’t change that regularly. It’s down to really the usage.
For example, just on the usage shutter at your mother’s flat alone, in 2021, her usage increased and peaked at an average of eight, no, sorry, that’s five units per day, in 2020. Her peak was at 12 units today, and in 2019, or peak was six units a day. It’s now been three years. So we’ve been tracking this stuff.
Not only are we sending specific communications once a year, but we’re also saying on every bill, but we also send out that she’s not on contract, at a at a request at any time from customer service, we could explain to her that that’s non-contract because she would have seen when the contract ended that that’s what she would move to. It is just the case of rinse and repeats in this situation. Because I did explain all this to your mom.
She just really does want to speak to someone else, though. I wish it were otherwise, but it is what it is. Let’s just pop back to her and explain that the supervisors are happy to take over the call, then come back to me and transfer through the regulations changed in 2019. From 20 onwards, we should have contacted the customer, your mom, once per year to advise that on the anniversary of the contract and in she needed to contact us regarding a new contract.
At that point, it was your mom’s responsibility to contact us and ask for the contracts. I’m looking over the notes on your account. And when your mother has been in contact with ourselves. It looks like it looks as though she sent us a check for 500 bucks American and the problem is we needed that in euros. We would really like to call her to discuss this. We can call tomorrow between 12 or 1 PM or would two o’clock be better? Just for the record. The main issue your mom has is she is that she feels that the contract and rates should be amended back for the last four years to 2017. Is that correct?
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