Monthly invoice shows $14,200 instead of the contracted $12,500. Customer requesting clarification on the additional charges.
OM
Olivia MartinezMay 28, 09:15 AM
Hi, I'm having trouble with our monthly invoice. The amount charged doesn't match what we agreed on in our enterprise contract. We were quoted $12,500/month but this month's invoice shows $14,200. Can someone look into this?
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Sarah ChenMay 28, 09:32 AM
Hi Olivia, thank you for reaching out about this. I can see the discrepancy you're referring to. Let me pull up your contract details and the latest invoice to investigate. I'll have an update for you within the hour.
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Sarah ChenMay 28, 10:05 AMInternal
Internal note: Checked with billing team — the $1,700 overage is from 3 additional user seats added on May 12th. Need to verify if Olivia's team authorized this or if it was an admin error on our side.
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Sarah ChenMay 28, 10:15 AM
Hi Olivia, I've investigated the charge. It appears that 3 additional user seats were added to your account on May 12th, which accounts for the $1,700 difference. Could you check with your team if someone requested these additional seats? If this was unintentional, I can reverse the charges and remove the seats.
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Olivia MartinezMay 28, 02:30 PM
Ah, I just checked with our IT admin and it looks like they did add those seats for our new hires. My apologies for the confusion! However, I thought additional seats were supposed to be prorated — we only used them for half the month. Can we get a prorated charge instead?
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Sarah ChenMay 28, 03:10 PM
Absolutely, Olivia! You're right — enterprise contracts do include prorated billing for mid-cycle changes. I've submitted a billing adjustment for $850 (half-month proration for the 3 seats). You'll see a credit on your next invoice. Is there anything else I can help with?