Knowledge Article: Excess Charges on Customer Account

Article ID

KA-001

Category

Billing / Account Charges

Issue

A customer reports excess or unexpected charges on their account.

Symptoms

• Unexpected fees deducted
• Duplicate charges
• Customer disputes charges
• Refund request

Possible Causes

• Standard service fees
• Duplicate processing
• Incorrect fee configuration
• Third-party or FX charges
• System error

Resolution Steps

1. Verify customer identity.
2. Review account and transaction history.
3. Confirm applicable pricing.
4. Check for duplicate transactions.
5. Validate whether charges are correct.
6. If incorrect, initiate refund/escalation.
7. Communicate findings to the customer.
8. Close the case after confirmation.

Escalation Criteria

• Multiple impacted customers
• High-value cases
• System-wide issue
• Approval required for refund

Required Information

Customer Name
Account Number
Case Reference
Transaction Date
Transaction Amount
Charge Amount
Supporting Evidence

SLA

Acknowledge within 4 business hours. Target resolution: 3–5 business days.

Related Articles

Duplicate Transactions
Refund Processing
Disputed Transactions