Charged twice for a dining table, second time this has happened; called two days ago with no resolution.
INT-1002 · Call · Inbound · Faisal Q · 23 Oct 2026, 2:35 pm · 3:08
Transcript
Speakers separated from the stereo channels
1 sensitive detail (card, Aadhaar or phone numbers) hidden automatically.
- Agent0:00
Acme Living, this is Meena speaking.
- Faisal Q0:03
I was billed twice for my dining table. This is the second time it has happened.
- Faisal Q0:10
I called on Tuesday and was told it would be fixed in 24 hours. Nothing.
- Agent0:17
I can see both debits. I'm raising this to our finance team as urgent.
- Faisal Q0:24
I don't want another ticket number. When will I get my money?
- Agent0:30
The reversal will reach your bank within five to seven working days.
- Faisal Q0:36
Send it back to the same card, [card ending 1111].
Listen Score
How this interaction counts
- Complaint
- Repeat on the same topic within 72 hours
Fixing what caused this lifts your score every time it would have happened.
Call QA
Handled by Rahul · scored 87%
- Greeted with their name and the brandYes
- Confirmed the order before discussing itYes
- Acknowledged how the customer feelsNot yet
- Offered an option or alternativeYes
- Gave a clear resolution date Corrected by a reviewerYes
- Did not ask for card or Aadhaar numbersYes
- Checked if anything else was neededYes
Tags
- Type
- Complaint
- Journey stage
- Purchase
- Function
- Finance
- Process
- Payments
- Topic
- Charged twice
- Product
- Dining
- Emotion
- Angry
- Urgency
- Urgent
- Automatable
- 20%
Question pack answers
Each answer links to its evidence
- Core · Repeat contact?Yes, second call in 48 hours95%Evidence at 0:10
- Core · Churn riskHigh84%Evidence at 0:24
- Compliance · Agent gave a clear resolution date?Yes90%Evidence at 0:30
- Compliance · Apology offered?No78%Evidence at 0:17