Told Before Charged
Proves every customer heard about the change before they felt it.
The job
Checks from customers' own words that every group heard about a price, fee or rule change before it affected them. It sends a catch-up notice as soon as "nobody told me" appears, and gives compliance timestamped proof of notice for each group.
The moment
During a price change, a timeline for each customer group checks that people heard about the change before it reached their bill.
At 03:10, a day before the announcement email, the first "why was I charged $15 more?" appears from customers in billing cycle 3.
The owner of the change is alerted and nine posts are flagged as charged before being told. A catch-up notice goes to that group.
The timestamped proof for the regulator shows a 41-minute gap between the first surprised customer and the correction.
What it does
- Register the comms plan
- Fire the catch-up notice
- Add the explanation to macros / helpdesk KB
- Build the Notice Proof
- Open breach verbatims
What you see
A comms timeline per segment with red breach pins, a launch-week watch, and a Notice Proof certificate
What it moves
The share of "nobody told me" complaints for each price change against its agreed limit, the number of customers charged before being told, and minutes from the first surprise to the catch-up notice.
Built for
- Finance
- CX leaders & VoC
- Compliance, complaints & legal
