Identified Error
Resolution
Complaint Handling
100
The customer is upset that their payment is on hold. T1 transferred to T2, T2 reiterated OTB holds and how to avoid them in the future. When closing this complaint, what would you select for the Identified Error?
No bank error
100
The customer is upset that their payment is on hold. T1 transferred to T2, T2 reiterated OTB holds and how to avoid them in the future. When closing this complaint, what would you select for the Resolution?
Closed with Explanation
Action: Explain product feature or self service tips
100
What is the difference between Duplicate of & Repeat of, when linking cases in UD?
Where can you find this information?
Duplicate of is a complaint for the same issue that has an active complaint that was created earlier than current complaint.
Repeat of is a complaint for the same issue as a completed complaint (within 60 days)
200
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 Identified Error?
No Bank Error
200
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*
200
The customer called on October 7th and was advised she was enrolled in CAP. It is now 11/3 and she see's that she was charged interest iao $89.20, and is showing past due. After validating the error what would you do?
Confirm an L2 is logged for Advocacy
300
Customer unable to order a physical card. They have an open Tech complaint and said the had a missed call from us. T1 transferred to T2.
T2 agent walked CX through troubleshooting steps provided in Service Action notes & customer was able to order the card. When closing this complaint, what would you select for the Identified Error?
System Error [L2 can only be closed if there is already a JIRA ticker & Archer entered by the tech team]
300
Customer unable to order a physical card. They have an open Tech complaint and said the had a missed call from us. T1 transferred to T2.
T2 agent walked CX through troubleshooting steps provided in Service Action notes & customer was able to order the card. When closing this complaint, what would you select for the Resolution?
Closed w/ Explanation
Action: Explain product feature or self service tips
300
Narrative: CX is needing more information about their account closure. The closure reason shows Closed by Issuer - Other.
What would you do in this situation?
- Review AA letter
- Provide reason on AA letter. If letter does not state reason, they can request documentation within 60 days > Log L2.
400
The customer is upset & requested a manager. 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
400
The customer is upset & requested a manger. 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
400
The customer is calling in to report an error with their payment. They are showing 2 payments and they only remember making one. How would you help this customer?
Offer to cancel payment.
If cancel payment option is unsuccessful:
SAY THIS: "At this time we are unable to cancel your payment; however, the additional payment could be applied to your balance or show up as a credit on your card. If you need further assistance your bank can also help you."
EXAMPLE: (if customer questions why their payment couldn't be canceled): "The payment process with your bank has already started and we are unable to cancel at this time."
DO NOT CREATE A PAYMENT ERROR CASE