Question about user count on recent invoice
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Lornefield Pensions Administration: documents · Question about user count on recent invoice
Craig questioned a charge for additional users on an invoice. Bethan found a billing error and arranged for a corrected invoice.
What happened
What this says
Current to 10 Oct 26Craig questioned a charge for additional users on an invoice. Bethan found a billing error and arranged for a corrected invoice.
Problem: Craig flagged an unexpected charge for additional users, which was blocking his finance team's approval. Bethan investigated and confirmed the line was incorrect.
Handling: Bethan identified a BB-Demo billing error and arranged a corrected invoice immediately. The account had plenty of headroom at standard allocation.
Watch: First response took 461 minutes. Billing errors erode confidence in pricing accuracy.
Details
Updated 9 Oct 26Trail
created · Craig Paterson 19 Dec 2024 13:06Hi, I'm reviewing the invoice from December and I've got a question about one of the line items. It looks like there's a charge for additional users that wasn't on the previous invoice. I want to make sure I understand what's been billed and why. Can you walk me through it?- public_reply · Bethan Lister 19 Dec 2024 20:47Hi Craig, that's a good catch. Can you tell me what the additional users line says? I'll cross-check it against what we have on record for your account and make sure it's right. Thanks, Bethan
- public_reply · Craig Paterson 20 Dec 2024 14:51It says we're being charged for extra users beyond our standard allocation. I'm pretty sure we hadn't requested that, so I want to make sure there's not been a mix-up. We didn't need to go up.
- public_reply · Craig Paterson 23 Dec 2024 12:55Just following up on this – can you confirm whether that line should be there? It's blocking our finance team from approving the invoice.
- public_reply · Bethan Lister 23 Dec 2024 15:19My apologies, Craig – I've checked our records and that line shouldn't be on the invoice. There's been an error on our billing side. Your account is at the standard user allocation, which gives you plenty of headroom. I'm arranging for a corrected invoice to be issued straight away. Thanks for flagging it. Bethan
- status_change · 27 Dec 2024 23:59