Emma received her phone bill last week. She noticed that the amount was much higher than usual. The bill showed charges she did not recognize. Emma decided to call customer service to fix the problem. She found the phone number on the back of her bill. Emma dialed the number and waited for an answer. A recorded message said to press one for English. Then it asked her to enter her account number. Emma typed in her ten-digit account number carefully. The message said her wait time was about fifteen minutes. She put her phone on speaker and continued with her work. After twelve minutes, a customer service agent answered. The agent introduced himself as David. He asked how he could help her today. Emma explained that her bill was too high this month. She told him there were charges she did not understand. David asked for her full name and address to verify her account. Emma gave him all the information he needed. David said he would look at her account right away. He put her on hold for a few minutes. Emma could hear soft music playing while she waited. David came back on the line and apologized for the wait. He explained that he found the extra charges on her bill. There was a charge for international calls that Emma never made. David said this might be a billing error on their part. He told her he would remove the charge immediately. Emma felt relieved to hear this good news. She asked if she would receive a new bill. David explained that the correction would appear on her next bill. He also offered her a small discount for the inconvenience. Emma thanked him for being so helpful. David asked if there was anything else he could help with. Emma said she also wanted to know about cheaper plans. David described a new plan that could save her money each month. The new plan included more data and free international calls. Emma thought it sounded like a good deal. She asked David to change her to the new plan. David processed the change and confirmed her new monthly rate. He said the new plan would start from the next billing cycle. Emma wrote down all the important details in her notebook. David gave her a confirmation number for the changes. He reminded her to keep it for her records. Emma thanked David again for all his help. David wished her a nice day and ended the call. Emma was happy that her problem was solved so easily.
Calling Customer Service
English Story for Elementarys (A2)
This A2 English story is designed for elementarys learning English. It includes simple vocabulary and short sentences to help you improve your reading and listening skills. Click any word to see translations and hear pronunciation.
About this story
Emma calls customer service after noticing unexpected charges on her phone bill. A helpful agent named David identifies a billing error for international calls she never made and removes the charge. He also helps her switch to a cheaper plan with more benefits, leaving Emma satisfied with the quick resolution.
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