FAQ > Billing and Payments > How Long Does It Take to Resolve a Billing Dispute?

The time it takes to resolve a billing dispute can vary depending on the complexity of the issue and the specific circumstances. However, V4 Consumer is committed to addressing disputes as quickly and efficiently as possible. Here’s what you can generally expect:

1. Initial Response Time

Immediate Acknowledgment: Once you report a billing dispute, you should receive an acknowledgment from V4 Consumer’s Billing Support Team, typically within 24 to 48 hours. This acknowledgment will confirm that your dispute has been received and is being investigated.

2. Investigation Process

Simple Disputes: For straightforward issues, such as incorrect charges or minor billing errors, the investigation and resolution process can usually be completed within 3 to 5 business days.
Complex Disputes: More complex disputes, such as those involving multiple billing cycles, detailed account reviews, or technical issues, may take longer—usually between 7 to 14 business days. During this time, the Billing Support Team may need to liaise with other departments to fully understand and resolve the issue.

3. Communication During the Process

Updates: V4 Consumer’s support team will keep you informed of the progress of your dispute. If the investigation takes longer than initially expected, you should receive updates about the status and any additional steps that may be required.
Additional Information: If the support team needs more information from you to resolve the dispute, they will contact you promptly. Providing any requested information quickly can help speed up the resolution process.

4. Resolution and Confirmation

Resolution Timeframe: Once the dispute is resolved, you will be notified of the outcome. For most disputes, this notification will come within the initial 7 to 14 business day window.
Billing Adjustments: If the dispute is found in your favour, any necessary adjustments, credits, or refunds will be applied to your account immediately or by your next billing cycle.
Final Confirmation: You will receive a final confirmation that the dispute has been resolved and any adjustments have been made.

5. Follow-Up

Check Future Bills: After the dispute is resolved, it’s a good idea to carefully review your next few bills to ensure that the issue has been fully addressed and no further errors occur.
Contact Support If Needed: If you feel that the resolution was not satisfactory or if the issue persists, don’t hesitate to follow up with the Billing Support Team.