billing

1- If customer suspended due to TE bill not paid and we found that customer paid it

Direct customer to technical support

• Cst must visit our branch

• Agent will press on adjust status on matrix

2- Balance fraction could be with maximum

• 1 LE

• 2 LE

• 3 LE

3- Corporate one invoice customers could reactivate the service through 111 in case we found free resource on their accounts

• True

• False

4- Customer could make early renewal as per his request through customer service 111 after verification only

• True

• False

5- We can compensate customer In case of he/she recharged by mistake in case he/she didn’t consume any from recharged quota

• True

• False

6- Customer can control auto renewal “Visa “service “enable or disable it via

• Mobile APP/ E-care

• Branches

• I report request

7- Incase customer following his payment which done through Electronic machines and balance didn’t appear on BSS, and we didn’t found outage on I report tool then we should

• Inform customer to wait 24 Hours and create SR

• Inform customer to wait 24 Hours and create TT

• 48 Working hours excluded Fridays and Saturdays only (official vacations included)and create TT

8-In case customer made early renewal and package removed by mistake through root operator we will

• Create request on I report tool

• Create TT with SLA 1 Hour

• Create TT with SLA 3 WD

9- In individual cases compensation after solving blocked case from matrix we must check

Matrix logs (Get Cutoff/ Re-connection )

• Usage through Query CDR

• All previous answers

10- Customer could pay subscription fees through Fawry and payment will appear on BSS

• On spot

• Within 1 Day

• Within 2 Days