Forty percent need support for billing

Four in ten consumers have contacted customer support to fix a billing problem, making it the most common billing issue alongside limited control over payment timing.

“Four in 10 consumers have had to contact customer support to resolve a billing problem”

Younger customers hit hardest

Fifty-two percent of Gen Z and 49% of millennials have experienced billing problems requiring customer service, compared with just 26% of baby boomers and seniors.

“Fifty-two percent of Gen Z consumers and 49% of millennials have experienced billing breakdowns requiring customer service”

Common billing problems pile up

Thirty-three percent struggle to understand bills, 32% encounter unexpected fees, and 31% are unsure if payments went through or face processing delays.

Self-service options rarely available

Seventy-seven percent of providers offer payment extensions, but only 15% let customers access them without calling support. Seventy percent allow date selection, but just 31% offer it self-service.

“Seventy-seven percent offer payment extensions or grace periods, yet just 15% make them available through self-service”

Providers underestimate the problem

Only 5% of providers rate their support team's billing resolution as below ideal, while 14% of consumers do. Just 10% of providers invest in post-payment and issue resolution.

“Only 5% rate their own support team's ability to resolve billing issues as below ideal. Fourteen percent of consumers rate providers below ideal”

Billing problems delay actual payments

Twenty-six percent of consumers have delayed payment until a dispute was resolved, and 23% deliberately delayed paying due to dissatisfaction, creating revenue timing issues.

“Twenty-six percent of consumers have delayed a payment until a billing dispute was resolved”