AYO RECHARGE WITH CARE: Premium deduction per calendar month per policy is 4GHC

Escalation Template

Can't Change Call Plan

Customer's Complaints:
Affected Msisdn:
Current Call Plan:
Desired Call Plan:
Error Message:

Can't Call

Customer's Complaints:
Account Balance:
Affected Msisdn:
Location Print Service Status:
Outgoing Call Status:
Error Message:
Location:
Duration Of Issue:

CAN'T CALL 100/IVR

Customer's Complaints:
Affected Msisdn:
Error Message:
Location:
Duration Of Issue:

Can't Receive Call

Customer's Complaints:
Affected Msisdn:
Error Message:
Location Print Service Status:
Duration Of Issue:
Location:
Alternative Number:

3rd Party Short code Deactivation

Customer's Complaints:
Affected Msisdn:
Vas Name or Code:
Amount Charged:
Date & Time Of Deduction:

Can't Call/Receive Call

Customer's Complaints:
Affected Msisdn:
Outgoing Call Status:
Location Print Service Status:
Error Message:
Duration Of Issue:
Location:
Call Forwarding Status:
Alternative Number:

General Payment Issue

Customer's Complaints:
Affected Msisdn:
Service Impacted:
Vendor Of The Service Impacted:
Date & Time Of Transaction:
Transaction Id:
Amount:

No Network Signal

Customer's Complaints:
Affected Msisdn:
Location Print Services Status:
Error Message:
Location:
Duration Of Issue:
Alternative Number:
Was Swap Done?

Can't Recharge Unavailable Voucher

Customer's Complaints:
Affected Msisdn:
Error Message:
Voucher Number:
Card Serial Number:
Amount:

Network Coverage Issues

Customer's Complaints:
Affected Msisdn:
Alternative Number:
Location:
Duration Of Issue:
Service Impacted e.g Voice or Data

Fraud Issue

Customer's Complaints:
Suspected Fraudulent Number:
Message Content:

Voice Quality

Customer's Complaints:
Affected Msisdn:
Location:
Duration Of Issue:
Alternative Number:

Can't Browse With MTN Modem

Customer's Complaints:
Affected Msisdn:
Modem Model No:
Modem IMEI No:
Error Message:
Contact Number:
Duration Of Issue:

Credit Dispute

Customer's Complaints:
Affected Msisdn:
Date & Time Of Deduction:
Amount Before Deduction:
Amount After Deduction:
Amount Missing:
Reason For Deduction:

Wrong Promotion Charge

Customer's Complaints:
Affected Msisdn:
Promotion Name:
Amount Charged:
Date Of Deduction:

Can't Send SMS

Customer's Complaints:
Account Balance:
Affected Msisdn:
Short Message MO/PP Status :
Error Message:
Location:
Duration Of Issue:

Momo Reversal

Customer's Complaints:
Sender No:
Wrong Recipient No:
Reverse To:
Amount:
Date Of Transaction:
Reason For Transfer:

Can't Receive SMS

Customer's Complaints:
Affected Msisdn:
Handset Type:
Short Message MT/PP Status:
Error Message:
Location:
Duration Of Issue:

Data Bundle Purchased on MoMo Not Received

Customer's Complaints:
Affected Msisdn:
Date/Time Of Transaction:
Transaction Id:
Amount Deducted:
Bundle Type:

Can't Subscribe For Data Bundle

Customer's Complaints:
Affected Msisdn:
Error Message:
Duration Of Issue:
Account Balance:
Desired Subscription:

Unable To Receive Notifications On MoMo

Customer's Complaints:
Affected Msisdn:
Duration Of Issue:

Can't Browse With Active Data Bundle

Customer's Complaints:
Affected Msisdn:
Subscription Date:
Data Remaining:
Error Message:
Bundle Type:

Can't Send Money Via MoMo Account

Customer's Complaints:
Affected Msisdn:
Error Message:
Duration Of Issue:

Can't Access momo Account

Customer's Complaints:
Affected Msisdn:
Error Message:
Duration Of Issue:

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