Listening Practice for Intermediate & Advanced Students

(photo by "Credit-cards" by Lotus Head)

(photo by “Credit-cards” by Lotus Head)

Are you ever nervous when you have to talk on the telephone? It is one of the most difficult things to do in another language. Most communication in the real world is non-verbal, so when we talk on the phone, we have to rely only on words. This is difficult when English is not our first language!

Today, let’s practice listening to a telephone conversation. This is from a video by English with Elizabeth. In it, you can listen to a conversation about an incorrect charge on a credit card.

As you listen to the conversation, try to discover the reason Mariam is upset.

Listen carefully to the dialogue.


Do you know why she is upset?

Listen again, and fill in the blanks:

Customer Service: Hello, Visa Card services. Can I help you?

Mariam: Yes, I need to talk to someone about a _________ on my card.

Customer Service: Ok, I can help you with that. I need your _________and ____________ number.

Mariam: My name is Mariam Jones. My account number is _____________ _______ 5555

Customer Service: And for verification purposes, Mariam, could you please tell me the last four digits of your social security number?

Mariam: _____

Customer Service: Thank you. How can I help you today?

Mariam: There is a charge for $_______ dollars on my statement that I didn’t _______.

Customer Service: I see. I can help you with that. What’s the date of the ________________?

Mariam: It was made on January __________. The store is Acme Supermarket.

Customer Service: And you did not _________ at Acme that day?

Mariam: No, I didn’t.

Customer Service: Ok. I’m going to put your card on _________, and you will not be ___________ for the charge of $150. We’ll be sending you a new card in the _________. Is there anything else I can help you with today?

Mariam: How long will it take for me to get my new card?

Customer Service: Um, a week to 10 days.

Mariam: Ok, ______ _____ then thank you.

Customer Service: You’re welcome. Have a nice day.


We hope you never have to call about an incorrect charge on your credit card, but if you do, now you know what vocabulary you can use when you talk on the phone in English!

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