REFRESHER STAGE 2

What is the general turnaround time for billing investigations?

• 24 - 48 hours

• 3 - 5 business days

• 5 - 7 business days

• 8 - 10 business days

Which team handles voice and airtime billing investigations

• TS

• CC HELP DESK

• SPOC

• LNR

TRUE OR FALSE: Usage disputes where Voice / SMS / Data records are greater than 90 days old are eligible for a billing investigation.

• TRUE

• FALSE

What type of memo code should you use if the customer calls in in regards to a bill inquiries and dispute call?

• DSPT

• BILL

• CRED

TRUE OR FALSE: A customer can transfer their number to TELUS if their service is cancelled with their old service provider.

• TRUE

• FALSE

TRUE OR FALSE: Customers wishing to port their number over to TELUS are responsible for any termination fees with their old service provider if applicable.

• TRUE

• FALSE

Wireless to Wireless transfers can take up to ​ ​ (a)   to complete.

• 2.5 hours

• 1.5 hours

• 3.5 hours

• 4 hours

Inter-brand port take ​ (a)   in order to be completed.

• No time, they are instantaneous

• 30 mins

• 30 mins to 2h30 max

• None of the above

A number change with a landline to wireless transfer will take approximately ​ (a)   business hours.

• 12

• 24

• 36

• 48

At the time of WNP 2FA a client has ​ ​ (a)   minutes to respond to the SMS received before the port is cancelled.

• 90

• 30

• 60

• 120