Identified Error
The customer wants to speak to a manager, the previous agent told them they qualified for the promo but they opened their card prior to the start date. T2 apologizes for the misinformation and creates an inquiry. When closing this complaint, what would you select for the Identified Error?
Agent Error
The customer wants to speak to a manager, the previous agent told them they qualified for the promo but they opened their card prior to the start date. T2 apologizes for the misinformation and creates an inquiry. When closing this complaint, what would you select for the Resolution?
Closed with Non-Monetary Action
Action: Case/Inquiry Creation/Resolution
What is the amount you can submit for a Reimbursement credit, without Manager approval?
$100
Advocacy T3 Handle a reimbursement request
Creating a statement inquiry what needs to be included?
-Statement Date: Enter the statement month/year in question
How would you find the latest APR.
The customer is upset that they were charged interest. They said they were told if they bought the phone with the Apple Card they could set up installments and it would be interest free. T1 transferred to T2, T2 was able to manually convert the transaction to monthly installments which automatically adjusted the interest. What would be the Identified Error? Why?
No bank error
The customer requested a supervisor because they want their interest waived. I told the customer I could not waive more than $25. T2 spoke to the customer and explained why the trailing interest was charged and offered to waive $25 but explained they would not be able to waive anything additional. Customer accepted. When closing this complaint, what would you select for the Resolution?
Closed with Monetary Relief
Action: Reimbursement of Fees*
The customer requested a supervisor because they want their interest waived. I told the customer I could not waive more than $25. T2 spoke to the customer and explained why the trailing interest was charged and offered to waive $25 but explained they would not be able to waive anything additional. Customer requested to speak to manager. What Right Answers article would you utilize to resolve this complaint. What action would you take?
Right Answer Article: Advocacy T3 handle request for courtesy credit.
If eligible you can create a case to P&R for courtesy credit
What should be offered when submitting a statement inquiry?
Formal Dispute
Customer purchased an iPhone through apple without a carrier and thought it was on monthly installments. Can we convert?
YES!
Pro Tip: If it is the first time they have requested a conversion
The customer is upset that they were charged interest. They said they were told if they bought the phone with the Apple Card they could set up installments and it would be interest free. T1 transferred to T2, T2 was able to manually convert the transaction to monthly installments which automatically adjusted the interest. What would be the Resolution?
Closed with Monetary Relief
Action: ACMI Conversion with Interest Credit
Narrative field is NA or vague. What would the issue category be?
Review interaction notes to identify what the issue category should be.
Best practice: Copy & paste interaction notes in your resolution notes
What is the action required under "Complaint is related to a transaction dispute" in the 2nd box of the table.
Customer is requesting to reassert or qualify dispute
Action: Follow Reassert or qualify transaction dispute
If unable to reassert or qualify dispute (click to expand)
If Ben and Jerry had a Co-owned account. Ben decided to open a personal account causing the co-owned account to be closed. Jerry claims the account was closed in error. Is this a true ACIE and how would you solve this complaint?
Answer is No
Use the FCC article- closed by issuer other- Send letter
Customer has contacted you to withdraw a transaction dispute. The option to withdraw is not available. What is the next step?
Create "Transaction Dispute Escalation" case
Proactive credit limit decreases- What article do you use to explain this to the customer?
JOB AID | FAQs for Proactive Credit Limit Decreases