Complaints
Customer states they are dissatisfied with the way the Wallet behaves/shows information. What do you do?
Listen to customer concerns and provide empathy. Ask probing questions to determine if there are any troubleshooting steps to offer, and create a level 1 complaint.
RA: Create a complaint received through phone or chat
2-Way Communications Sent
View the transactions in AUI to check if a 2-way communication was sent at the time of the decline. Advise customer to tap on the transaction in the Wallet and reply with "Y" or "Yes" to allow them to retry their transaction.
Note: Some customers will not receive a notification of the decline if their notifications are off.
RA: Transaction Decline
Suspicious Activity
This does not warrant an automatic transfer to Fraud. Service the account as normal.
Paper Statements
Advise customer that as a digital bank with a focus on being eco-conscious, we do not send out paper statements unless requested on a month-by-month basis. Confirm their email and offer to send their statements. Create a L1 complaint with the category set for "New Feature Request" and subtype "Other new feature request."
Try saying: "While we don't have that available as a feature just yet, it'd be a great feature to have! I'm definitely putting that in as a new feature request!"
Customer states they want somebody who speaks English in America.
Assure the customer that you speak English fluently and are an American citizen. Do not tell them your full name or the city you live in. Assure them that if you are unable to assist them for any reason, you will transfer them to a supervisor.
(If customer becomes more hostile or insists on being transferred, remind them you cannot guarantee an agent without an accent, but that all agents speak fluent English.)
Customer states they are unable to add their bank account in the Wallet. What's the best way to assist the customer?
Offer the customer ways to complete the action either online or in the Wallet by providing the steps, first by confirming their iOS version. Be sure to phrase this in a friendly way that does not make the customers feel offended. Walk customer through the steps, but offer to complete it for them.
RA: Link new payment method
Information Mismatch Decline
It seems the information you provided to make the transaction does not match our records. Please reattempt the transaction with the correct information and you should no longer have this issue.
No Wallet Access
This customer does not have access to the Wallet. Service account as normal, but inform them some actions can be completed on Card.Apple.Com if they ask.
Change Payment due date
The Apple Card offers a streamlined experience by having the payment due date set at 11:59pm ET on the last day of every month and CANNOT be changed.
Why did I get a text saying that somebody is using my card in California at the Apple Store?
What are all these Apple Services? Who is Apple.Com/Bill? These aren't supposed to come to my credit card!
Inform customer that they are charges for Apple Services, either subscriptions or in-app purchases. Let them know that since we do not work for Apple, we cannot view their subscriptions or cancel them. What we can do is dispute them if they are unauthorized, or transfer to Apple Support to change their default payment method for their subscriptions. Create a L1 complaint if applicable.
Note: New cardholders often find out the hard way that the Apple Card becomes the default payment method in the Wallet upon being added. Advise customer to tap, hold, and drag the card they DO want to be their default payment method to the front of the other cards in the Wallet. This will change their default in Apple Pay, but not their subscriptions.
There is no RA for this one, but it can be found in the Apple Card FAQ's under: How do I see details about an Apple Services transaction?
Network Declines are caused by ___
Cash-like transactions, transactions that go against the terms and conditiond, and any transactions that facilitate the transfer of funds from the Apple Card to anything other than a merchant for a purchase are blocked by default, including cash-advances and wire-transfers. Advise the customer that it is not a service yet provided by the Apple Card, but that it would be a great feature to have. Submit a L1 complaint.
RA: Transaction Decline, Network Decline
TCAP
This customer is in the Temporary Customer Assistance Program. Transfer to Collections.
Digital Balance Transfers
Digital balance transfers are not a service provided nor supported by the Apple Credit Card. Other cards may offer the ability to transfer the Apple Card balance to another account. This action will not show in the customer's Apple Card account and they will still be required to pay, unless their other institution sends a check. The Apple Card cannot have other balances transferred to it.
RA: Acceptable Payment Methods
Customer states they need a payment plan/cannot pay their bill, but does not qualify for CAP or have a transferrable status applied.
Provide empathy and assure them you understand that what they're going through is very difficult, but try to focus on a positive. Rather than say "we have nothing to offer you," try approaching it with "while your account is not eligible right now, I recommend contacting us again in a few weeks to re-check your eligibility." Create a L1 complaint if applicable.
Customer is claiming they were discriminated against by a previous agent.
Listen to the customer and take this very seriously. Write down all details the customer provides and submit it as a L2 complaint. Be sure to provide empathy and assure them this will be escalated directly to a supervisor.
Transfer to Tier 2.
RA: Create a complaint received through phone or chat
Account Status
There are multiple account statuses that cause declines. Always check the status center to view account statuses and search them using the Account Status RA to advise customer on their next steps. Transfer if applicable.
Delinquent
Customer has missed two or more payments in a row and is considered delinquent. Transfer to Collections.
Reopen Closed Account
Reopening closed accounts is not a service provided. Advise the customer to reapply.
RA: Close account (requested by customer)
This causes the customer's credit line to decrease after a large payment and without prior warning.
Check in credit line past requests to see if there have been any proactive credit limit increases done by the system. If so, advise the customer an email was sent out at the time of the decrease to alert them of the change.
Provide empathy and offer to resend the email after confirming their email address. Advise the customer the Card monitors their credit history not just with the Apple Card, but also everything on their credit report. Advise the customers to check their credit reports online and dispute any inaccuracies with the credit reporting bureaus directly.
Customer is shouting, using abrasive language, or an excessively rude/mocking tone.
Advise the customer that you are here to help, but if they cannot keep the call professional, you will need to transfer them to another specialist to continue.
If customer does not adjust their behavior, transfer to Tier 2. Create L2 complaint.
RA: Handle threatening individuals
Ghost transaction
For transactions that do not show in the Wallet, inform the customer that there was an issue on the merchant's end when processing their request. Assure them there are no restrictions on their account, all of their cards are active and available, and provide their available credit. Advise them to retry their purchase with another payment method or to contact the merchant.
Note: When completing some online purchases, often on websites hosted in foreign countries, they require a MasterCard 3D Secure code. Apple Card does not participate in 3DS and these likely will not show as declines in Wallet or AUI. As such, the customer may need to utilize a different payment method to complete the transaction.
Apple ID Recovery
This account status can be found in the following RA: Remove "Apple Account Recovery" restricted account status. This means the customer reset their Apple ID password or used the Find My Phone feature.
This status can be removed by T1 agents.
Resurgent Account
This account has been transferred and can no longer be serviced by Goldman Sachs Bank USA. Advise the customer to reach out to Resurgent Acquisitions LLC and provide the phone number for Resurgent. Create a non-customer complaint if needed.
RA: Resurgent Change of Ownership
Customer states that if we do not remove the negative mark on their credit report, they will harm themselves.
Immediately tell a team lead and keep the customer talking. Try to find information about where they are located and keep the information handy for your Team Lead. Provide empathy and try to connect with the customer emotionally to de-escalate the situation.
Example: "I understand how upsetting this is; I'd be upset too. I know I can't get you the results you were hoping for, but I'm putting in a complaint for you. The more information you can give me, the better."