NBS Customer Contact Sheet ZRT-251109-0001 Account 505858-77 | Customer CUS-2025-2723 | Handler Kathleen Jones Channel In-branch | Service Billing | Ref AC-86755 | Generated 09 Nov 2025 Customer details Name M. Paula Matthews Address Flat 92j Harris lights Scotthaven, Perth and Kinross G3B 7PN Phone (0808) 157 0596 (primary) +44(0)115 4960098 (secondary) Email holmesdale@virginmedia.com Account & preferences Plan Mobile Essentials 20GB Callback window 10:00-12:00 Consent No marketing consent on file Follow-up by 22 Nov 2025 Interaction notes Customer accepted temporary payment plan; details recorded and emailed. Confirmed chargeback timeline and advised on evidence to upload. Set reminder to verify meter read submission before next billing cycle. Customer confirmed receipt of recent statement and no disputed items. Customer asked about roaming; confirmed cap and daily fair-use policy. Activity log Timestamp Status Channel Owner Action 30 Oct 2025 14:18 Awaiting Docs Branch Leigh Johnson-Pollard Scheduled engineer follow-up for connection quality. 09 Nov 2025 12:42 Awaiting Docs Branch Dr Diane Shah Scheduled engineer follow-up for connection quality. 27 Oct 2025 13:40 Escalated Email Jack Warner Updated contact preferences per request. 04 Nov 2025 09:09 Awaiting Docs App Ellie Reid-Atkins Updated contact preferences per request. 13 Oct 2025 15:15 Open Branch Barry Woods Scheduled engineer follow-up for connection quality. 16 Oct 2025 14:16 Awaiting Docs App Charlene Murray Scheduled engineer follow-up for connection quality. 12 Nov 2025 15:09 Pending Email Marie Wilson-Blake Explained next billing cycle and direct debit timing. 03 Nov 2025 13:47 Open Branch Colin Robinson Provided tariff comparison and noted acceptance. 24 Oct 2025 15:10 Closed Email Chelsea Hodgson Scheduled engineer follow-up for connection quality. 14 Nov 2025 13:13 Closed Phone Hayley Holmes-Rose Scheduled engineer follow-up for connection quality. 21 Oct 2025 12:53 Awaiting Docs Web chat Janice Williams Shared evidence upload link and retention policy. 22 Oct 2025 10:19 Awaiting Docs App Hugh Brown Scheduled engineer follow-up for connection quality. 29 Oct 2025 11:57 Escalated Email Kate Shaw-Shaw Scheduled engineer follow-up for connection quality. 11 Nov 2025 13:41 Pending Email Francis Potts-Morgan Provided tariff comparison and noted acceptance. 14 Nov 2025 15:16 Open Email Shaun Butler Reviewed account history and verified identity. 31 Oct 2025 12:54 Pending Branch Alan Richards Provided tariff comparison and noted acceptance. 14 Nov 2025 11:57 Open Branch Miss Judith Herbert Shared evidence upload link and retention policy. 13 Nov 2025 15:20 Open Web chat Hannah Skinner Confirmed replacement card dispatch via secure mail. Document trail - Documents emailed to: holmesdale@virginmedia.com - Customer confirmed identity via standard verification steps. - Handler added summary to CRM and marked follow-up reminder. NBS Customer Contact Sheet YNI-250917-0002 Account 870148-80 | Customer CUS-2025-3122 | Handler Mohammad Crawford Channel Phone | Service Direct debit setup | Ref QE-91056 | Generated 17 Sep 2025 Customer details Name Mr Gavin Davies Address 2 Whitehead tunnel Taylorborough, Hertfordshire TQ74 6UQ Phone +448081570427 (primary) +44131 496 0748 (secondary) Email dorothy64@yahoo.co.uk Account & preferences Plan Smart Energy Saver Callback window 10:00-12:00 Consent Full marketing consent Follow-up by 23 Sep 2025 Interaction notes Outlined steps for checking usage in the mobile app and downloading statements. Advised that new broadband router will arrive within three to five working days. Set expectation that engineering follow-up may require access window. Set reminder to verify meter read submission before next billing cycle. Captured preferred callback time and added note to avoid lunchtime hours. Activity log Timestamp Status Channel Owner Action 24 Aug 2025 10:52 Escalated Email Sian Hussain-Franklin Reviewed account history and verified identity. 12 Sep 2025 15:17 Escalated Phone Charlie Nicholson Provided tariff comparison and noted acceptance. 19 Aug 2025 15:15 Escalated App Lynne Parkin Raised internal ticket for address propagation check. 03 Sep 2025 12:41 Open Phone Ricky Clarke-Walton Confirmed replacement card dispatch via secure mail. 17 Sep 2025 12:08 Closed Branch Dr Robert Davies Explained next billing cycle and direct debit timing. 16 Sep 2025 15:15 Closed Email Miss Andrea Harrison Provided tariff comparison and noted acceptance. 27 Aug 2025 14:12 Closed Web chat Thomas Powell Reviewed account history and verified identity. 25 Aug 2025 15:02 Awaiting Docs Email Beth Boyle Raised internal ticket for address propagation check. 07 Sep 2025 10:01 Closed Branch Mrs Eileen Dawson Confirmed replacement card dispatch via secure mail. 26 Aug 2025 13:54 Pending Branch Dawn Carter Reviewed account history and verified identity. 01 Sep 2025 15:02 Escalated Phone Mrs Jill Waters Shared evidence upload link and retention policy. 18 Sep 2025 11:02 Awaiting Docs Phone Dale Fox-Sanderson Updated contact preferences per request. 28 Aug 2025 08:52 Closed Branch Ryan Bishop Updated contact preferences per request. 21 Sep 2025 15:06 Escalated Branch Leanne Parker Confirmed replacement card dispatch via secure mail. 10 Sep 2025 09:06 Escalated Web chat Dr Brandon Akhtar Reviewed account history and verified identity. 02 Sep 2025 13:50 Open Phone Katherine Giles-Waters Confirmed replacement card dispatch via secure mail. 07 Sep 2025 14:13 Pending Branch Donna Kemp Provided tariff comparison and noted acceptance. 01 Sep 2025 11:50 Pending Branch Mr Elliott Richards Raised internal ticket for address propagation check. Document trail - Documents emailed to: dorothy64@yahoo.co.uk - Customer confirmed identity via standard verification steps. - Handler added summary to CRM and marked follow-up reminder. NBS Customer Contact Sheet LRL-250331-0003 Account 447017-47 | Customer CUS-2025-3956 | Handler Dr Hazel Smith Channel App secure message | Service Billing | Ref FF-45351 | Generated 31 Mar 2025 Customer details Name M. O'Brien Address Studio 2 Diana ranch New Tracey, North Ayrshire KA4 4NY Phone +44(0)289018215 (primary) (0115)4960994 (secondary) Email jack46@gmail.com Account & preferences Plan Mobile Essentials 20GB Callback window 08:00-10:00 Consent No marketing consent on file Follow-up by 07 Apr 2025 Interaction notes Advised that new broadband router will arrive within three to five working days. Explained SIM swap process and confirmed porting date with customer. Advised customer to retry app login after password reset email is received. Set reminder to verify meter read submission before next billing cycle. Explained that address change can take one cycle to reflect on statements. Activity log Timestamp Status Channel Owner Action 02 Apr 2025 13:55 Open Branch Susan Green Confirmed replacement card dispatch via secure mail. 12 Mar 2025 13:05 Closed Branch Martyn Ahmed Provided tariff comparison and noted acceptance. 16 Mar 2025 13:13 Escalated Email Jade Rees Shared evidence upload link and retention policy. 13 Mar 2025 10:58 Awaiting Docs Email Abdul Andrews-Harrison Reviewed account history and verified identity. 27 Mar 2025 10:56 Awaiting Docs Email Geoffrey Norris Explained next billing cycle and direct debit timing. 01 Mar 2025 14:56 Pending Web chat Gerald Summers Reviewed account history and verified identity. 27 Mar 2025 10:55 Closed Phone Christian Davies Provided tariff comparison and noted acceptance. 05 Apr 2025 11:11 Pending App Ryan Brown Provided tariff comparison and noted acceptance. 05 Mar 2025 08:58 Pending Branch Maria Thorpe-Patel Explained next billing cycle and direct debit timing. 01 Apr 2025 12:12 Closed Phone Miss Zoe Cox Explained next billing cycle and direct debit timing. 11 Mar 2025 11:07 Pending Web chat Terence Byrne Updated contact preferences per request. 09 Mar 2025 09:03 Open Web chat Mr Max Hall Reviewed account history and verified identity. 16 Mar 2025 10:01 Pending Web chat Dr Sam Crawford Shared evidence upload link and retention policy. 25 Mar 2025 13:09 Open Branch Georgia May Scheduled engineer follow-up for connection quality. 30 Mar 2025 12:04 Pending Web chat Toby Barker Shared evidence upload link and retention policy. 05 Apr 2025 10:40 Pending Web chat Dr Clifford Patel Shared evidence upload link and retention policy. 28 Mar 2025 11:00 Awaiting Docs Email Hazel Stewart Confirmed replacement card dispatch via secure mail. 10 Mar 2025 14:55 Open App Dr Bernard Fry Explained next billing cycle and direct debit timing. Document trail - Documents emailed to: jack46@gmail.com - Customer confirmed identity via standard verification steps. - Handler added summary to CRM and marked follow-up reminder. NBS Customer Contact Sheet AKV-250928-0004 Account 813652-27 | Customer CUS-2025-1164 | Handler Janice Tomlinson Channel In-branch | Service Tariff review | Ref RJ-18437 | Generated 28 Sep 2025 Customer details Name Benjamin W. Address 9 Graeme harbor Juneshire, East Lothian N18 2EE Phone +44114 4960807 (primary) +441154960423 (secondary) Email rhobbs@zoho.com Account & preferences Plan Mobile Essentials 20GB Callback window 08:00-10:00 Consent Consent for service updates only Follow-up by 30 Sep 2025 Interaction notes Noted that account security questions were successfully verified on the call. Provided reassurance that credit score is unaffected by the requested change. Customer prefers communication via email; removed SMS marketing flag. Advised customer to clear cache before retrying secure messaging. Ran affordability check; customer accepted standard repayment schedule. Activity log Timestamp Status Channel Owner Action 11 Sep 2025 11:49 Closed Email Owen Thomas-MorganUpdated contact preferences per request. 14 Sep 2025 13:05 Pending App Elizabeth Walsh Reviewed account history and verified identity. 23 Sep 2025 10:07 Open Branch Mary O'Neill Explained next billing cycle and direct debit timing. 31 Aug 2025 10:41 Awaiting Docs App Ms Paige Lane Reviewed account history and verified identity. 19 Sep 2025 13:17 Escalated Email Dylan Jones Provided tariff comparison and noted acceptance. 26 Sep 2025 11:54 Awaiting Docs Email Holly Wright Reviewed account history and verified identity. 04 Sep 2025 12:58 Closed Email Dr Jay Allen Updated contact preferences per request. 22 Sep 2025 15:20 Awaiting Docs Branch Damian Page Raised internal ticket for address propagation check. 19 Sep 2025 09:04 Closed Email Joyce Gough Raised internal ticket for address propagation check. 10 Sep 2025 10:06 Closed Phone Dr Victoria Kennedy Reviewed account history and verified identity. 21 Sep 2025 14:06 Pending Branch Keith Lee Raised internal ticket for address propagation check. 18 Sep 2025 14:12 Escalated App Mitchell Wilkinson Scheduled engineer follow-up for connection quality. 25 Sep 2025 08:57 Awaiting Docs Phone Adam Cox Updated contact preferences per request. 28 Sep 2025 10:08 Escalated Branch Ashleigh Wade-Gray Confirmed replacement card dispatch via secure mail. 03 Sep 2025 09:43 Closed Branch Gail Perkins Provided tariff comparison and noted acceptance. 19 Sep 2025 11:04 Pending App Mr David Davies Scheduled engineer follow-up for connection quality. 02 Sep 2025 14:48 Pending Phone Ann Hussain Provided tariff comparison and noted acceptance. 19 Sep 2025 09:54 Open Web chat Elizabeth Walsh Provided tariff comparison and noted acceptance. Document trail - Documents emailed to: rhobbs@zoho.com - Customer confirmed identity via standard verification steps. - Handler added summary to CRM and marked follow-up reminder. NBS Customer Contact Sheet UKF-250117-0005 Account 391682-17 | Customer CUS-2025-2633 | Handler Lydia Berry Channel Email | Service Direct debit setup | Ref HJ-92687 | Generated 17 Jan 2025 Customer details Name M. O'Brien Address Studio 33 Ryan drives Finchbury, Lincolnshire L82 1HA Phone +44(0)1414960972 (primary) +44191 496 0661 (secondary) Email zgallagher@gmail.com Account & preferences Plan Mobile Essentials 20GB Callback window 18:00-20:00 Consent No marketing consent on file Follow-up by 21 Jan 2025 Interaction notes Customer requested confirmation of address update and next bill delivery window. Explained overdraft alert thresholds and confirmed notifications are active. Customer prefers communication via email; removed SMS marketing flag. Checked signal status for postcode and noted minor degradation overnight. Captured preferred callback time and added note to avoid lunchtime hours. Activity log Timestamp Status Channel Owner Action 01 Jan 2025 10:42 Pending Phone Amy Smith Scheduled engineer follow-up for connection quality. 20 Jan 2025 13:54 Awaiting Docs Email Patricia Hancock Explained next billing cycle and direct debit timing. 09 Jan 2025 14:06 Closed App Jacob Smith-Perry Scheduled engineer follow-up for connection quality. 31 Dec 2024 12:06 Escalated Email Dr Leonard Nash Reviewed account history and verified identity. 09 Jan 2025 14:48 Escalated Branch Marilyn Taylor Reviewed account history and verified identity. 04 Jan 2025 09:56 Open Branch Mrs Georgina Cox Confirmed replacement card dispatch via secure mail. 03 Jan 2025 14:42 Open Web chat Jenna Gregory Explained next billing cycle and direct debit timing. 18 Dec 2024 09:53 Pending Web chat Joanna Lewis Provided tariff comparison and noted acceptance. 09 Jan 2025 08:50 Pending Phone Mr Francis Farmer Scheduled engineer follow-up for connection quality. 16 Jan 2025 10:58 Pending Phone Natalie Manning Scheduled engineer follow-up for connection quality. 18 Jan 2025 12:05 Closed Branch Robin Murray Scheduled engineer follow-up for connection quality. 05 Jan 2025 15:05 Awaiting Docs Branch Jacob Short Raised internal ticket for address propagation check. 15 Jan 2025 12:55 Open App Tina Carroll Scheduled engineer follow-up for connection quality. 07 Jan 2025 10:46 Open Email Jasmine Henderson Shared evidence upload link and retention policy. 16 Jan 2025 13:57 Open Email Justin Sheppard-O'Connor Shared evidence upload link and retention policy. 21 Jan 2025 12:17 Escalated Email Terry Stevens Updated contact preferences per request. 12 Jan 2025 09:16 Awaiting Docs Branch Amy Wright Scheduled engineer follow-up for connection quality. 23 Dec 2024 09:17 Closed Branch Jordan Morris Shared evidence upload link and retention policy. Document trail - Documents emailed to: zgallagher@gmail.com - Customer confirmed identity via standard verification steps. - Handler added summary to CRM and marked follow-up reminder. NBS Customer Contact Sheet DGF-241222-0006 Account 702938-61 | Customer CUS-2024-2045 | Handler Nicholas Jones-Marshall Channel Email | Service Address change | Ref YJ-23332 | Generated 22 Dec 2024 Customer details Name Frank Hooper Address 0 Donna underpass New Naomiborough, Merionethshire G1A 8JG Phone 0306 9990568 (primary) 0151 496 0665 (secondary) Email carlfoster@mail.com Account & preferences Plan Mobile Essentials 20GB Callback window 10:00-12:00 Consent Consent for service updates only Follow-up by 25 Dec 2024 Interaction notes Outlined steps for checking usage in the mobile app and downloading statements. Explained SIM swap process and confirmed porting date with customer. Checked signal status for postcode and noted minor degradation overnight. Ran affordability check; customer accepted standard repayment schedule. Reminded customer to destroy old card once replacement arrives. Activity log Timestamp Status Channel Owner Action 26 Nov 2024 14:49 Closed Email Zoe Evans Explained next billing cycle and direct debit timing. 10 Dec 2024 13:45 Open Email Mrs Sylvia Watson Provided tariff comparison and noted acceptance. 23 Dec 2024 10:17 Closed Branch Teresa Ellis Scheduled engineer follow-up for connection quality. 20 Dec 2024 08:56 Closed Phone Richard Cunningham-Woods Explained next billing cycle and direct debit timing. 27 Nov 2024 08:49 Escalated App Elliott Gill Explained next billing cycle and direct debit timing. 05 Dec 2024 14:05 Closed App Laura Morris Updated contact preferences per request. 15 Dec 2024 13:11 Awaiting Docs Web chat Ross Webster Raised internal ticket for address propagation check. 08 Dec 2024 13:49 Pending Phone Mrs Eileen Pratt Provided tariff comparison and noted acceptance. 26 Nov 2024 13:10 Escalated App Mr Philip Davies Confirmed replacement card dispatch via secure mail. 11 Dec 2024 13:45 Pending Web chat Gregory Ellis Raised internal ticket for address propagation check. 18 Dec 2024 10:20 Closed App Marion Allan Scheduled engineer follow-up for connection quality. 27 Dec 2024 13:08 Awaiting Docs Phone Mr Garry Hart Scheduled engineer follow-up for connection quality. 18 Dec 2024 14:42 Pending Email Ms Samantha Stone Confirmed replacement card dispatch via secure mail. 28 Nov 2024 08:49 Pending App Dr Lee Ali Updated contact preferences per request. 02 Dec 2024 12:07 Open Phone Jordan Bell-Baker Provided tariff comparison and noted acceptance. 01 Dec 2024 09:03 Pending Email Bradley James Raised internal ticket for address propagation check. 19 Dec 2024 14:10 Open Phone Bryan O'Donnell Raised internal ticket for address propagation check. 13 Dec 2024 10:11 Open App Sian Powell Scheduled engineer follow-up for connection quality. Document trail - Documents emailed to: carlfoster@mail.com - Customer confirmed identity via standard verification steps. - Handler added summary to CRM and marked follow-up reminder. NBS Customer Contact Sheet NVI-251228-0007 Account 421256-62 | Customer CUS-2025-2410 | Handler Jason Fowler Channel Email | Service Card replacement | Ref SI-50717 | Generated 28 Dec 2025 Customer details Name Molly Wilkinson Address 841 Robertson fort West Abbiechester, Essex S0B 7SY Phone +44151 4960173 (primary) 0306 999 0058 (secondary) Email reevesjoanne@zoho.com Account & preferences Plan Smart Energy Saver Callback window 10:00-12:00 Consent No marketing consent on file Follow-up by 31 Dec 2025 Interaction notes Outlined steps for checking usage in the mobile app and downloading statements. Highlighted upcoming change to terms and conditions; customer acknowledged. Captured preferred callback time and added note to avoid lunchtime hours. Advised customer to clear cache before retrying secure messaging. Confirmed new direct debit mandate reference with the customer. Activity log Timestamp Status Channel Owner Action 30 Dec 2025 09:19 Escalated Web chat Mr Jeremy Griffiths Scheduled engineer follow-up for connection quality. 30 Dec 2025 11:02 Awaiting Docs Web chat Joseph Green Raised internal ticket for address propagation check. 13 Dec 2025 10:14 Pending App Lynn Hawkins Scheduled engineer follow-up for connection quality. 03 Dec 2025 11:06 Escalated Phone Aimee Elliott Updated contact preferences per request. 26 Dec 2025 11:49 Escalated Email Dr Jason Hill Updated contact preferences per request. 21 Dec 2025 14:05 Closed Email Mr Brett Smith Shared evidence upload link and retention policy. 01 Dec 2025 13:13 Awaiting Docs Web chat Matthew Walker Reviewed account history and verified identity. 22 Dec 2025 14:54 Awaiting Docs Branch Dr Danielle Smith Shared evidence upload link and retention policy. 30 Nov 2025 11:44 Pending Phone Louis Carroll Explained next billing cycle and direct debit timing. 16 Dec 2025 09:43 Pending App Ann Parkinson Raised internal ticket for address propagation check. 17 Dec 2025 10:11 Pending Email Suzanne Simpson Provided tariff comparison and noted acceptance. 21 Dec 2025 15:01 Pending Branch Brandon Moore-Spencer Explained next billing cycle and direct debit timing. 12 Dec 2025 15:04 Open App Dr Brenda McDonald Provided tariff comparison and noted acceptance. 05 Dec 2025 12:52 Closed Phone Simon Griffiths-Burns Shared evidence upload link and retention policy. 30 Dec 2025 10:57 Escalated Email Arthur Wright-Bryan Shared evidence upload link and retention policy. 06 Dec 2025 13:13 Closed App Georgia Dean Confirmed replacement card dispatch via secure mail. 12 Dec 2025 12:43 Escalated Email Mitchell Morris Raised internal ticket for address propagation check. 23 Dec 2025 11:01 Pending Branch Annette Smith-MorganReviewed account history and verified identity. Document trail - Documents emailed to: reevesjoanne@zoho.com - Customer confirmed identity via standard verification steps. - Handler added summary to CRM and marked follow-up reminder. NBS Customer Contact Sheet LES-250316-0008 Account 742119-73 | Customer CUS-2025-3234 | Handler Craig Thompson Channel Phone | Service Tariff review | Ref TM-32541 | Generated 16 Mar 2025 Customer details Name Dorothy Gray Address Flat 39 King points Douglasburgh, Bedfordshire WS6 7GB Phone +44(0)1632 960 944 (primary) +44(0)1914960596 (secondary) Email bethany02@zoho.com Account & preferences Plan Everyday Banking Current Callback window 10:00-12:00 Consent No marketing consent on file Follow-up by 21 Mar 2025 Interaction notes Explained difference between fixed and variable tariff and captured preference. Reassured customer that no fees apply for issuing a replacement card. Confirmed new direct debit mandate reference with the customer. Identity verified with full name, postcode, and date of birth. Ran affordability check; customer accepted standard repayment schedule. Activity log Timestamp Status Channel Owner Action 25 Feb 2025 12:08 Open Email Samantha Ashton Provided tariff comparison and noted acceptance. 17 Mar 2025 13:05 Awaiting Docs App Miss Holly James Provided tariff comparison and noted acceptance. 19 Mar 2025 15:13 Closed Branch Mrs Beverley Collins Shared evidence upload link and retention policy. 16 Mar 2025 09:59 Awaiting Docs Phone Dr Marcus Ellis Updated contact preferences per request. 17 Feb 2025 11:15 Awaiting Docs Branch Garry Watts Raised internal ticket for address propagation check. 27 Feb 2025 10:06 Pending App Dr Tony Hudson Raised internal ticket for address propagation check. 07 Mar 2025 09:40 Open Branch Ms Annette Archer Scheduled engineer follow-up for connection quality. 26 Feb 2025 08:56 Open App Patricia Robson Shared evidence upload link and retention policy. 15 Feb 2025 12:46 Closed App Miss Samantha BrownProvided tariff comparison and noted acceptance. 12 Mar 2025 14:00 Escalated Branch Jennifer King Raised internal ticket for address propagation check. 02 Mar 2025 13:14 Closed App Mrs Carly Cooper Explained next billing cycle and direct debit timing. 13 Mar 2025 10:59 Escalated Email Dean Ward Shared evidence upload link and retention policy. 14 Mar 2025 11:06 Escalated App Brenda Richardson Shared evidence upload link and retention policy. 19 Feb 2025 15:03 Open App Dr Suzanne Craig Confirmed replacement card dispatch via secure mail. 20 Mar 2025 15:00 Open Email Lynn Hart Scheduled engineer follow-up for connection quality. 19 Feb 2025 12:00 Closed Branch Kieran Dale Raised internal ticket for address propagation check. 26 Feb 2025 10:55 Open Branch Natalie Johnson Updated contact preferences per request. 24 Feb 2025 11:04 Awaiting Docs Branch Mr Donald Adams Explained next billing cycle and direct debit timing. Document trail - Documents emailed to: bethany02@zoho.com - Customer confirmed identity via standard verification steps. - Handler added summary to CRM and marked follow-up reminder. NBS Customer Contact Sheet CPB-250401-0009 Account 523223-45 | Customer CUS-2025-7800 | Handler Gillian Parry-Leonard Channel Web chat | Service Address change | Ref WU-55601 | Generated 01 Apr 2025 Customer details Name Charles Cole Address 555 Storey island South Maxville, Denbighshire L8G 1SA Phone +44118 4960931 (primary) +44161 4960722 (secondary) Email staceypalmer@btinternet.com Account & preferences Plan Assured Home Insurance Callback window 18:00-20:00 Consent Full marketing consent Follow-up by 06 Apr 2025 Interaction notes Reassured customer that no fees apply for issuing a replacement card. Walked customer through recent usage spike and agreed to monitor for 14 days. Confirmed new direct debit mandate reference with the customer. Checked signal status for postcode and noted minor degradation overnight. Captured preferred callback time and added note to avoid lunchtime hours. Activity log Timestamp Status Channel Owner Action 04 Mar 2025 08:56 Closed Email Mr Patrick Thomas Reviewed account history and verified identity. 03 Apr 2025 09:19 Open App Barry Potter Raised internal ticket for address propagation check. 05 Apr 2025 14:07 Escalated Branch Amy Curtis-Rowley Provided tariff comparison and noted acceptance. 17 Mar 2025 14:46 Open Email Tony Stevens Shared evidence upload link and retention policy. 03 Apr 2025 15:00 Closed Branch Guy Harris Shared evidence upload link and retention policy. 05 Apr 2025 14:41 Open Email Daniel Robinson-Stevenson Shared evidence upload link and retention policy. 02 Apr 2025 12:41 Escalated App Miss Naomi King Scheduled engineer follow-up for connection quality. 26 Mar 2025 12:43 Pending Email Holly Rogers Provided tariff comparison and noted acceptance. 31 Mar 2025 08:46 Escalated Phone Luke Howard Updated contact preferences per request. 02 Mar 2025 14:05 Open App Paula Hicks Reviewed account history and verified identity. 21 Mar 2025 11:51 Pending Branch Mrs Denise Jackson Confirmed replacement card dispatch via secure mail. 04 Apr 2025 13:49 Escalated App Alan Grant-Pugh Shared evidence upload link and retention policy. 24 Mar 2025 10:01 Open Email Kerry Wilson Updated contact preferences per request. 07 Mar 2025 11:57 Closed Email Jasmine Marshall Provided tariff comparison and noted acceptance. 02 Apr 2025 12:58 Pending Branch Connor Carter Updated contact preferences per request. 13 Mar 2025 10:47 Open Phone Diana Webb-Hall Provided tariff comparison and noted acceptance. 06 Mar 2025 12:58 Open Email Stuart Hughes Updated contact preferences per request. 27 Mar 2025 09:05 Open Email Nathan Kay Explained next billing cycle and direct debit timing. Document trail - Documents emailed to: staceypalmer@btinternet.com - Customer confirmed identity via standard verification steps. - Handler added summary to CRM and marked follow-up reminder. NBS Customer Contact Sheet FNY-250331-0010 Account 335213-13 | Customer CUS-2025-6939 | Handler Miss Debra Cole Channel In-branch | Service Card replacement | Ref PF-62609 | Generated 31 Mar 2025 Customer details Name Christopher Thomas Address 94 Wood trail Paynetown, Dundee City HX0 7AQ Phone (0141) 4960551 (primary) (0131) 496 0262 (secondary) Email christian10@virginmedia.com Account & preferences Plan Mobile Essentials 20GB Callback window 10:00-12:00 Consent No marketing consent on file Follow-up by 10 Apr 2025 Interaction notes Noted that account security questions were successfully verified on the call. Confirmed that marketing preferences have been updated in the CRM record. Captured consent to record call notes for internal quality review. Checked signal status for postcode and noted minor degradation overnight. Customer prefers communication via email; removed SMS marketing flag. Activity log Timestamp Status Channel Owner Action 05 Mar 2025 15:19 Open App Ms Aimee Harris Shared evidence upload link and retention policy. 03 Mar 2025 13:48 Open Branch Tracy Campbell Shared evidence upload link and retention policy. 29 Mar 2025 14:06 Closed Web chat Miss Victoria Cooper Raised internal ticket for address propagation check. 24 Mar 2025 08:42 Open Branch Mrs Josephine Ali Raised internal ticket for address propagation check. 17 Mar 2025 13:01 Awaiting Docs Email Katy Whittaker Scheduled engineer follow-up for connection quality. 04 Apr 2025 15:07 Pending Web chat Oliver Bennett Scheduled engineer follow-up for connection quality. 01 Mar 2025 13:53 Pending Web chat Eric Lee Reviewed account history and verified identity. 20 Mar 2025 13:54 Open Phone Geoffrey Williams Raised internal ticket for address propagation check. 24 Mar 2025 11:20 Escalated App Mohammad Graham Updated contact preferences per request. 08 Mar 2025 11:46 Awaiting Docs Phone Graeme Bird Provided tariff comparison and noted acceptance. 07 Mar 2025 14:40 Escalated Phone Darren Martin Raised internal ticket for address propagation check. 08 Mar 2025 14:58 Escalated Branch Patrick Stewart-Miles Explained next billing cycle and direct debit timing. 31 Mar 2025 12:54 Escalated Phone Mr Marc Gough Raised internal ticket for address propagation check. 17 Mar 2025 13:09 Awaiting Docs App Keith Burton Explained next billing cycle and direct debit timing. 28 Mar 2025 09:20 Pending Branch Dr Francis Mistry Updated contact preferences per request. 03 Apr 2025 11:52 Open Email Dr Anne Collins Confirmed replacement card dispatch via secure mail. 17 Mar 2025 11:00 Awaiting Docs Phone Dr Dominic White Explained next billing cycle and direct debit timing. 08 Mar 2025 13:59 Open Phone Mr Josh Ashton Raised internal ticket for address propagation check. Document trail - Documents emailed to: christian10@virginmedia.com - Customer confirmed identity via standard verification steps. - Handler added summary to CRM and marked follow-up reminder.