Complaint Handling / 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 Root Cause?
Closed with Explanation
Action: Explain product feature or self service tips
Narrative:
The customer's transaction is being declined, transferring to T2 Fraud.
Is this a valid/invalid complaint and why?
Invalid Complaint - BAU no customer dissatisfaction or request for manager
Narrative: The customer wants to speak to a manager, because their transaction keeps declining.
T2 Fraud marked the transaction as non-fraud and asked customer to reattempt.
When closing this complaint, what would you select for the Resolution?
Closed with Non-Monetary Action
Action: Case/Inquiry Creation/Resolution
Narrative:
The customer requested a supervisor because they want their interest waived. I told the customer I could not waive more than $25. Transferred to T2.
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 - Interest was charged correctly
Narrative:
The customer requested a supervisor because they want their interest waived. I told the customer I could not waive more than $25. Transferred to T2.
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 they had a missed call from us. T1 transferred to T2.
T2 agent reviewed notes from Tech confirming issue and 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
Tip: You won't actually be able to close it unless a CIM is in the JIRA ticket field.
The customer was transferred to Fraud T2 to review an ATO restriction. T2 Fraud removed the ATO restriction after verifying the TNP.
What is the identified error?
No bank error
The customer was transferred to Fraud T2 to review an ATO restriction. T2 Fraud removed the ATO restriction after verifying the TNP.
What is the Resolution?
Closed with Non-Monetary Relief
Action: Unlock the account/Remove the restrictions