Quick texts
A customer has a bank representative on the line. What is the QT you need to use?
Cash App {Voice - Third Party on Call}
Hello! I was waiting for a refund from a Gas station, but when it came into my account, Cash App took it for my borrow.
Not a complaint
Voice - PII
True or false.
When a merchant refunds a transaction it can take up to 14 business days for Cash App to receive and process the refund.
False. 14 calendar days is not the same as business.
Product type for Card Dispute
Cash App Card
Jonathan mentions to the advocate that Uber has already released the funds. We can notice that the transaction is still pending. Which QT fits best in this situation?
Cash App {Card - Auth/Void ETA}
I’ve always received my Direct Deposit on Thursdays. Why my DD is not here then?
Not a complaint!
True or false.
We can provide information to a sponsored account about their sponsor's activity
False. This is P1 Policy violation
Karen mentioned to the customer that it may take up to 45 calendar days to review and resolve their claim. Is the time frame the correct one?
Yes.
Product type for Paper Money Deposits
Banking
A customer contacts Support asking about a missing direct deposit that was scheduled to be settled for a recent federal holiday. This Qt needs to be used to address their concerns.
Cash App {Direct Deposit - Holiday Impact}
I was talking to an agent before you, he was not being so nice to me, but anyway, can you help me now please?
Yes!
True or false.
When verifying a customer, they mentioned that their legal name is Mike Butera. However, we can notice that Regulator is showing their VLN as Michael Angelo Butera. We can successfully verify this customer then.
True, Mike is the shortened name of Michael.
True or False.
If a hotel transaction has been pending more than 30 calendar days, we still need the documentation to void the pending amount.
False.
We need to apply this tag is inquiring about or dissatisfied with a limitation of their Cash App account.
Account Limitation, Restriction, Suspension, or Closure.
After flagging a complaint, if the customer pushes back on or is dissatisfied with the resolution you’ve provided and you're unable to provide a different response Which QT you need to use?
Cash App {Complaints - Matter Closed - NFI}
Why can't I send a payment to my mom? She really is in a hurry for that money. That doesn't help me, so that means I can't use your app then.
Yes!
True or False.
If you get a case that is incorrectly transferred to House 2, you're still expected to own it.
True
How much does a customer can withdraw for an ATM per ATM transaction which can be used in a single day?
$1,000.
Primary for a customer that claims that an agent they've talked about before provided a different resolution than us.
False, Unclear, Confusing Information or Representations
A transaction is showing as "Declined (Suspected Fraud). After investigation, the customer's account is hard linked to a Denylisted account or an account with a negative balance. We need to use this QT:
Cash App {Card Declined - Suspected Fraud - Card Not Available}
I am an older person that needs medicine, I can die at any moment, but still I am waiting for my money to be refunded. I am not feeling good.
Not a complaint!
A documentation to void a hotel transaction is required to meet the following:
-Date of the authorized transaction
-Merchant name, contact info, or logo
And what's the last one?
$0 balance on the final bill
True or false. A customer cannot receive their cash card on a Saturday or Sunday
False.
Apply this tag if you are unable to address the complaint yourself and must transfer the support case to a Specialty Team
Explanation of the Circumstances