Complaint Handling
Narrative: The customer is upset that their dispute was found in the merchant favor. Reasserted dispute and explained to customer we will need evidence to support their dispute.
Does this require a complaint be logged? What level?
Yes - Level 1
Does not require supervisor intervention and all actions were taken.
Narrative:
The customer's transaction is being declined, transferring to T2 Fraud.
Does this require a complaint be logged? If so, what level?
No this would be an invalid Complaint - BAU no customer dissatisfaction or request for manager
Narrative:
The customer requested a supervisor because they have reasserted their dispute twice and they feel we're not on their side. Transferred to Fraud T2.
Does this require a complaint be logged? If so, what level?
Yes - L2 [escalation required]
Narrative: Customer called in re a dispute outcome.
Cx said what merchant advertised was not what was sent to them.
Cx said it is a scam.
Does this require a complaint? If so, what level?
Yes - L1 complaint - no supervisor intervention here, just reassertion required with detailed notes on findings & conversation with the customer.
Narrative: Cx expressed frustration and annoying with the process of that dispute and that it feels like the bank is not taking the word of their customers seriously and being overlooked. They have been fighting this charge for months and it feels like the bank doesn't care. The cx has outlined what has happened with everything and how the charge wasn't made. I also did see that there was no evidence needed email sent back out or any follow up. I believe that this needs to be examined further.
What steps should the agent take here?
The agent should transfer to T2 Fraud & Log an L2