Complaints
A Concern or a grievance regarding a bank product or service, or employee conduct
What is a complaint ?
The first piece of information we need to get authenticated an account
What is first and last name?
The client called in about a blocked card ,
You see there is an active DCMON alert Upon reviewing transactions the client has stated she never authorized a declined 9.99 apple.com charge
What is confirmed fraud no claim ?
Our main system that everything is housed in
What is CEW/Synergy Web?
Katie placed an order with amazon for a long black dress. She received a short purple dress.
What is problem with the merchandise or service ?
The client say, "Wow that was quick, last time I waited for an hour to speak to an agent ."
What is wait time ?
The order in which we use the authentication tokens
What is left to right , top to bottom ?
The client called in about a blocked card, You see there is an active DCMON alert. Upon reviewing transactions, The client has confirmed the alerted transactions are all valid
What is activity valid -Add DR?
The recourse we use for information before we reach out to a coach/SCA/TM
What is solution center ?
Jose was at target. The debit card was initially declined at the time of payment and the client paid in cash. The transaction also posted to the debit card.
What is Paid by other means ?
"I feel like I am always talking to you guys, I can never use my card .Why do you guys keep doing this t me "?
What is card block/ decline frustration?
This ask the client to log in directly to their BOA account for verification
What is Digital ID?
Client has no fraud on their account but are worried about the recent compromised at Target since they shop there a lot.
What is compromise-transactions-valid-reissued card?
This is the system we use to track and Rush cards
What is Staci?
Elena had a student music plan while she was in collage. Since she was graduating ,the plan was going to go up, so decided she didn't want it anymore .A couple months later they were still charging her account.
What is Cancelled a Reoccurring Billing?
"The previous agent said I didn't have to replace my card because the fraudulent transactions were declined"
What is Misinformed-Employee did not set correct expectations?
A Way a client can come in authenticated
What is Erica ?
The client responded to the fraud alert through the mobile app since they did not recognize any transactions and wanted to secure their account as soon as possible. The alert is still there.
What is confirmed fraud -Card already Reissued ?
You review DCMON alerts, replace card, and verify transactions here
What is Flash?
Client is calling in because he has 2 charges for $30 at Circle K. You can see two were approved. He stated he passed his card twice because the cashier told him it didn't go through the first time.
What is Billed more than once for a single transaction?
"I'm tired of trying to log in to my mobile app and said my information is incorrect"
What is Login-Rest Credentials ?
Step after the client fails all available authentication tokens
What is refer to the financial center ?
Mia has called in twice today to get her card unblocked Both times, the agents has stated that she could use her card with confidence place this to ensure her card is completely good to go .
What is Activity valid -Add DQ
We use this to help prevent Override Turned Fraud
What is RIG?
Erica purchased a sweater that is too large and went back to the store to return the item. The cashier issued a refund with a timeframe of 7 business days. It has now been 10 business days but no credit was recived.
What is Did Not Receive Credit ?