1. Understand the customer query.
2. If possible, try to replicate the issue or request for evidence from customer.
3. Check Vodacom Spend Manager
4. Check Control point
4.1 Query ERD ( Subscriber & Accounts).
4.2 Query TPG ( Subscriber & Accounts).
5. If issue is not Unique check other customers.
6. Log Jira providing all information necessary.