SimpleBills EFB & True-Up Quiz
Quiz by Patrick Muaña
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- Q1
A resident received their final invoice and says, “Why is this bill so much higher than usual? This must be wrong!” Which response is best?
"We’ve sent the invoice already. You just have to pay it."
"This is because it includes your Estimated Final Bill. That’s just how it works."
"I understand this may look surprising. Let me walk you through the breakdown so you can see exactly why it looks higher this time."
60s - Q2
The EFB invoice is already generated, but the resident claims they have renewed their lease. Which response is best?
"Thanks for letting us know! While we can't remove the EFB now that the invoice is issued, you may request a True-Up to reconcile the charges once the actual bills arrive."
"You should have told us earlier."
"Once the invoice is out, we can't change it, so it stays that way."
60s - Q3
The property has cancelled, and the resident wants to do a True-Up. Which response is best?
"That’s not allowed because the property is no longer with us."
"We don’t have that option. You’ll have to talk to your landlord."
"We understand your concern, but since your property has transitioned to a new provider, True-Ups are no longer possible. We’ve coordinated this with your property team, and we suggest reaching out to your property."
60s - Q4
A resident demands a full explanation of how their EFB amount was calculated. Which response is best?
"Sure! We calculated the average daily usage from the last 90–120 days, then multiplied it by the number of days remaining on your lease to estimate your final charges."
"Just pay what’s shown. You’ll find out the actual amount later."
"It’s complicated, but it’s based on usage. That’s all."
60s - Q5
A resident insists they moved out early and shouldn’t be charged through the lease end date. Which response is best?
"If you moved out early, please provide a signed lease document showing the new end date, and we’ll take it from there."
"We can’t do anything unless you sent us an email earlier."
"The system uses the original lease, so there's no point in discussing this now."
60s