Purpose:
Help customers locate the detailed breakdown and identify which category increased the total.
Steps:
- Confirm the billing month.
- Review sections: plan fee, usage charges, add-ons, device installment, taxes/fees.
- Compare month-over-month: highlight which line item changed.
What to ask the customer (if needed): the line item name and amount, and whether it’s recurring.
When to escalate: customer claims fraud/unauthorized usage or requests adjustment.