user Zoe has entered room
analyst Kathrine has entered room
Kathrine>
Thank you for choosing TWC Live Chat. I will be your analyst today, how may I be of assistance?
Zoe>
Hi, thank you. I have a billing question.
Kathrine>
I'll be more than happy to assist you with that. Can you please provide the phone number, name, address (including apartment number) of the account you would like addressed?
Zoe>
Sure. The phone number is XXX-xxx-xxxx, the name is Zoe Xxxxxx, and the address is XXX _____ St. #XX.
Kathrine>
Thank you for that information, who am I speaking with?
Zoe>
This is Zoe Xxxxxx.
Kathrine>
Mr. Xxxxxx, for security reasons, I would need the account number.
Zoe>
Sure. XXXXXXXXXXXXXXXX
Kathrine>
I have the account open now. You mentioned you have a billing question?
Zoe>
The question I have is, I paid my bill online this month because I've been out of town, and the friend who is housesitting for me just emailed to let me know that my service was disconnected.
Zoe>
I re-checked my records of the online payment transaction, and I discovered that the payment got credited to my OLD TWC account.
Zoe>
I moved on June 1st, and it looks like the old account is still linked to my online account.
Kathrine>
The account number & address you gave me matched the one on our database. Are you located at a different address now?
Zoe>
No. The old account number is slightly different -- it's XXXXXXXXXXXXOOOO
Kathrine>
Can you provide me with the old address too?
Zoe>
Sure. The old address is YYY W. Yth St., Apt. YY
Kathrine>
The acct# ending with XXXX is linked to Xxxxxx St address.
Zoe>
Yes, that's correct.
Kathrine>
The order was processed for the account transfer but was never completed. I will take care of that right now. I will also adjust the date so it will be disconnected on the same date you got your services installed at the new location. Everything else will be transferred automatically to the new account.
Zoe>
Okay.
Kathrine>
I will restore the service today too for Xxxxxx St.
Zoe>
Thank you!
Kathrine>
Service already restored for Xxxxxx St account. It might take about 5 more minutes for everything to come back on. I already completed the move-transfer account from Yth St. address.
Zoe>
Okay, that sounds fine. Thank you!
Kathrine>
Everything is taken care of Mr. Xxxxxx. Is there anything else I can assist you with?
Zoe>
No, thank you, you've been very helpful. Is there a confirmation number for these changes?
Kathrine>
No confirmation number since no order was opened by me although I have noted your account regarding the transactions for their reference.
Kathrine>
You can just tell the representative for future reference that you have spoken to me at this time. I have saved all the information there already.
Zoe>
Great, thank you!
Zoe>
Have a good evening. Again, you've been very helpful. What a relief to have this taken care of.
Kathrine>
Do you also want to try the movie channel TMC on your account? We have it free for 1 month as a promotion right now.
Zoe>
No, thank you. Not at this time.
Kathrine>
Not a problem.
Kathrine>
Thank you for choosing TWC Live Chat. I'm glad that I was able to assist you today with your concern(s). Enjoy the rest of your day.
Zoe>
You too. Goodbye.
Kathrine>
Thank you for choosing TWC Live Chat. I will be your analyst today, how may I be of assistance?
Zoe>
Hi, thank you. I have a billing question.
Kathrine>
I'll be more than happy to assist you with that. Can you please provide the phone number, name, address (including apartment number) of the account you would like addressed?
Zoe>
Sure. The phone number is XXX-xxx-xxxx, the name is Zoe Xxxxxx, and the address is XXX _____ St. #XX.
Kathrine>
Thank you for that information, who am I speaking with?
Zoe>
This is Zoe Xxxxxx.
Kathrine>
Mr. Xxxxxx, for security reasons, I would need the account number.
Zoe>
Sure. XXXXXXXXXXXXXXXX
Kathrine>
I have the account open now. You mentioned you have a billing question?
Zoe>
The question I have is, I paid my bill online this month because I've been out of town, and the friend who is housesitting for me just emailed to let me know that my service was disconnected.
Zoe>
I re-checked my records of the online payment transaction, and I discovered that the payment got credited to my OLD TWC account.
Zoe>
I moved on June 1st, and it looks like the old account is still linked to my online account.
Kathrine>
The account number & address you gave me matched the one on our database. Are you located at a different address now?
Zoe>
No. The old account number is slightly different -- it's XXXXXXXXXXXXOOOO
Kathrine>
Can you provide me with the old address too?
Zoe>
Sure. The old address is YYY W. Yth St., Apt. YY
Kathrine>
The acct# ending with XXXX is linked to Xxxxxx St address.
Zoe>
Yes, that's correct.
Kathrine>
The order was processed for the account transfer but was never completed. I will take care of that right now. I will also adjust the date so it will be disconnected on the same date you got your services installed at the new location. Everything else will be transferred automatically to the new account.
Zoe>
Okay.
Kathrine>
I will restore the service today too for Xxxxxx St.
Zoe>
Thank you!
Kathrine>
Service already restored for Xxxxxx St account. It might take about 5 more minutes for everything to come back on. I already completed the move-transfer account from Yth St. address.
Zoe>
Okay, that sounds fine. Thank you!
Kathrine>
Everything is taken care of Mr. Xxxxxx. Is there anything else I can assist you with?
Zoe>
No, thank you, you've been very helpful. Is there a confirmation number for these changes?
Kathrine>
No confirmation number since no order was opened by me although I have noted your account regarding the transactions for their reference.
Kathrine>
You can just tell the representative for future reference that you have spoken to me at this time. I have saved all the information there already.
Zoe>
Great, thank you!
Zoe>
Have a good evening. Again, you've been very helpful. What a relief to have this taken care of.
Kathrine>
Do you also want to try the movie channel TMC on your account? We have it free for 1 month as a promotion right now.
Zoe>
No, thank you. Not at this time.
Kathrine>
Not a problem.
Kathrine>
Thank you for choosing TWC Live Chat. I'm glad that I was able to assist you today with your concern(s). Enjoy the rest of your day.
Zoe>
You too. Goodbye.
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