Identified Error
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
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 Error?
Closed with Explanation
Action: Explain product feature or self service tips
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
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
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*
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
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
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 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