对不正确账单/收费提出异议
Disputing an Incorrect Bill/Charge
顾客发现水电费账单、银行对账单或服务发票上出现意外或不正确的收费，需要联系公司进行澄清或更正。
对话轮次
10
预计时长
5 分钟
场景
投诉申诉
完整对话内容
以下是该情境的完整英语对话，包含中英文对照和重点解析
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学习者
第 1 轮
Hi, I'm calling about a discrepancy on my latest utility bill.
English
你好，我打电话是想问一下我最近水电费账单上的一个出入。
中文翻译
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Service Representative
第 2 轮
Certainly, I can help you with that. Could you please provide your account number?
English
当然，我很乐意为您服务。请您提供一下您的账号好吗？
中文翻译
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学习者
第 3 轮
Yes, it's 8765-4321. I noticed a charge for 'Premium Service Upgrade' that I definitely didn't sign up for.
English
好的，是8765-4321。我注意到有一笔‘高级服务升级’的费用，我绝对没有申请过这项服务。
中文翻译
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Service Representative
第 4 轮
Thank you. Let me pull up your account. Hmm, I see the charge here. It was added on October 15th. Is it possible someone else in your household authorized this?
English
谢谢。我查一下您的账户。嗯，我看到这笔费用了。它是在10月15日添加的。您家里的其他人有没有可能授权了这项服务？
中文翻译
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学习者
第 5 轮
No, absolutely not. I'm the only person who handles our services and I'm positive I never made such a request. This is clearly an incorrect charge.
English
不，绝对没有。我是唯一处理我们服务的人，我非常确定我从未提出过这样的请求。这显然是一笔错误的费用。
中文翻译
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Service Representative
第 6 轮
Understood. I apologize for the inconvenience. It looks like there might have been an error in our system. I'm going to initiate a dispute for this charge and remove it from your bill.
English
我明白了。对此给您带来的不便，我深表歉意。看起来我们的系统可能出现了错误。我将对此笔费用发起争议，并将其从您的账单中移除。
中文翻译
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学习者
第 7 轮
Thank you, I appreciate that. Will I receive a revised bill, or will the credit just appear on my next statement?
English
谢谢，我很感激。我会收到一份修改后的账单吗，还是这笔抵扣会直接显示在我的下期账单上？
中文翻译
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Service Representative
第 8 轮
The credit will appear on your next statement, and you'll also receive an email confirmation of this correction within 24 hours. Is there anything else I can assist you with today?
English
抵扣将出现在您的下一期账单上，您也会在24小时内收到此更正的电子邮件确认。今天还有其他我可以帮助您的吗？
中文翻译
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学习者
第 9 轮
No, that's all for now. Thanks for your help!
English
没有了，暂时就这些。谢谢你的帮助！
中文翻译
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Service Representative
第 10 轮
You're welcome. Have a great day!
English
不客气。祝您有个美好的一天！
中文翻译
🎯
对话学习完成
结合右侧的词汇和句型解析，加深理解和记忆
重点词汇
discrepancy
不一致
A discrepancy is a difference or mistake between what you expected and what actually happened, often used when talking about bills or accounts.
中文解释
不一致是指您预期与实际发生之间差异或错误，通常用于谈论账单或账户时。
charge
费用
A charge is an amount of money you are billed for a service or product; in complaints, it refers to an unexpected fee on your statement.
中文解释
费用是为您提供的服务或产品收取的金额；在投诉中，它指的是对账单上的意外费用。
authorized
授权的
To authorize means to give official permission for something; here, it questions if someone approved the service addition.
中文解释
授权意味着给予某事物的正式许可；在这里，它质疑是否有人批准了服务的添加。
incorrect
不正确
Incorrect means wrong or not accurate; used to describe a mistake like an wrong fee on a bill.
中文解释
Incorrect 意思是错误的或不准确的；用于描述像账单上错误的费用这样的错误。
dispute
争议
A dispute is a formal challenge to a charge or decision, often starting a process to fix an error in billing.
中文解释
争议是对收费或决定的正式挑战，通常启动修复计费错误的过程。
inconvenience
不便
An inconvenience is a trouble or annoyance caused by a problem; companies use this when apologizing for service issues.
中文解释
不便是由问题引起的麻烦或烦恼；公司用这个词来为服务问题道歉。
initiate
发起
To initiate means to start or begin a process, like starting a complaint review for a bill error.
中文解释
发起意味着启动或开始一个过程，比如启动对账单错误的投诉审查。
credit
贷项
A credit is an amount of money subtracted from your bill to correct an overcharge; it reduces what you owe.
中文解释
贷项是从您的账单中扣除的金额，用于更正多收费；它减少了您欠的金额。
重点句型
"Hi, I'm calling about a discrepancy on my latest utility bill."
"你好，我打电话是关于我最近的公用事业账单上的一些不一致。"
重点句型
语法解析
This is a polite way to start a complaint call. 'Discrepancy' highlights the issue, and 'utility bill' refers to services like water or electricity. Use this to introduce a problem clearly without being rude.
中文解析
这是开始投诉电话的一种礼貌方式。“不一致”突出了问题，“公用事业账单”指的是水电等服务。使用这个来清楚地介绍问题，而不会显得无礼。
"Could you please provide your account number?"
"请提供您的账户号码。"
重点句型
语法解析
This is a common request in customer service. 'Could you please' makes it polite. Use this when you need identification details to help the customer.
中文解析
这是客服中的常见请求。'Could you please' 使它礼貌。当您需要识别细节来帮助客户时，使用这个。
"I noticed a charge for 'Premium Service Upgrade' that I definitely didn't sign up for."
"我注意到有一笔“Premium Service Upgrade”的费用，我绝对没有注册。"
重点句型
语法解析
This sentence explains the specific problem. 'I noticed' shows observation, and 'definitely didn't' adds emphasis on denial. Useful for describing unexpected fees in disputes.
中文解析
这个句子解释了具体问题。“I noticed”显示观察，“definitely didn't”添加了否定的强调。在争端中描述意外费用很有用。
"Is it possible someone else in your household authorized this?"
"有可能您的家庭中其他人授权了这个吗？"
重点句型
语法解析
This questions possible causes politely. 'Is it possible' softens the inquiry. Use in service roles to gather more info without accusing the customer.
中文解析
这句话礼貌地询问可能的原因。'Is it possible' 缓和了询问。在服务角色中使用，以收集更多信息而不指责客户。
"No, absolutely not. This is clearly an incorrect charge."
"不，绝对不是。这显然是一个错误的收费。"
重点句型
语法解析
'Absolutely not' strongly denies something. 'Clearly' emphasizes the obvious mistake. This pattern is great for firm but polite rejections in complaints.
中文解析
‘绝对不是’强烈否认某事。‘显然’强调明显的错误。这种模式非常适合在投诉中进行坚定但礼貌的拒绝。
"I apologize for the inconvenience. I'm going to initiate a dispute for this charge."
"很抱歉给您带来不便。我将为此笔费用发起争议。"
重点句型
语法解析
This shows empathy and action. 'I apologize for' is a standard apology phrase. 'Initiate a dispute' means starting the correction process. Use to reassure customers during resolutions.
中文解析
这显示了共情和行动。'I apologize for' 是一个标准的道歉短语。'Initiate a dispute' 意味着启动更正过程。在解决过程中使用以安抚客户。
"The credit will appear on your next statement, and you'll also receive an email confirmation."
"积分将出现在您的下一个对账单中，您还将收到一封电子邮件确认。"
重点句型
语法解析
This explains next steps clearly with 'and' connecting details. 'Credit' and 'confirmation' assure the fix. Useful for ending complaints by outlining what happens next.
中文解析
这使用 'and' 连接细节清晰地解释了后续步骤。'Credit' 和 'confirmation' 保证了修复。通过概述后续发生的事情，有助于结束投诉。
"Is there anything else I can assist you with today?"
"今天还有什么我可以帮助您的吗？"
重点句型
语法解析
A standard closing question in service calls. It invites more help. Use this to check if the issue is fully resolved before ending the conversation.
中文解析
服务通话中的标准结束问题。它邀请更多帮助。在结束对话前使用此问题检查问题是否完全解决。