1
Is the following a complaint? If so, what would you track it under?
“I wish your app had a dark mode.”
No. This is an aesthetic preference, not a grievance
Is the following a complaint? If so, what would you track it under?
"CAN YOU TURN YOUR VOLUME UP PLEASE?"
Not a complaint.
Is the following a complaint? If so, what would you track it under?
“I forgot my password and need help resetting it.”
Customer error, not dissatisfaction with Bank process.
Is the following a complaint? If so, what would you track it under?
“Your logo is too big on the credit card.”
No.
Branding/design feedback is not a complaint.
Is the following a complaint? If so, what would you track it under?
"Why are you calling me Oscar? My name is Otzark"
Yes. Client is alleging poor service.
Is the following a complaint? If so, what would you track it under?
"I spoke with Angie yesterday and told her I am working with Cordova Group, do you not have that in your notes?"
Is the following a complaint? If so, what would you track it under?
“Your website looks outdated.”
No. This is a design feedback, not related to service or employee conduct.
Is the following a complaint? If so, what would you track it under?
Every time I make a payment it never goes down because the interest rate is ridiculous.
Yes, the client is unhappy with their Interest.
Is the following a complaint? If so, what would you track it under?
"If I close my cards, the interest stops."
No, this is a statement.
Is the following a complaint, if so- what would you track it under?
“Your commercials are offensive. Why do you have those people on display?”
No, it is an opinion not a grievance about Bank products or services.
Is the following a complaint? If so, what would you track it under?
"I had asked you stop calling my baby daddy's phone number. Why are you still contacting me through here?"
Yes.
Is the following a complaint? If so, what would you track it under.
“The chairs in the waiting area are uncomfortable. I got in a car accident 6 years ago and my back is all messed up, it feels like these chairs make it worse.”
No, furniture comfort issues, not related to compliance or service delivery.
Is the following a complaint? If so, what would you track it under?
“I don’t like the font on my statement. It makes my eyes hurt”
No. This is a visual preference, does not impact functionality.
Is the following a complaint? If so, what would you track it under?
“The branch music is annoying. I don't understand why you need to play Christmas music every single day.”
No. This is an environmental preference, not a product/service issue.
Is the following a complaint? If so, what would you track it under?
"I thought I did the payment since the mobile app said it was sent, I accidentally sent it to the wrong account right?"
Yes, this is a complaint.
Is the following a complaint? If so, what would you track it under?
When I told Mr. Hanks that his account is 2 payments past due, he said that's not possible since he paid the account on Dec 1 and he has proof.
Yes, this is a complaint.
Is the following scenario a complaint? If so, what would you track it under?
Customer said every time he tried to use his cards they are blocked and he already paid his white card 8 days ago $200.00. Agent advises his cards are over the credit line and card 0000 is past due and that is the reason why are blocked.
Yes, Card Block Frustration - Account past due
Client said he received a letter on Nov 17 stating the account ending in 1111 is currently open. Agent was able to advice the account is closed.
Yes, this is a complaint since client is under the impression his account is still open.
Is the following a complaint? If so, what would you track it under?
"Ugh. I don't like your voice, can you connect me with someone else?"
Not a complaint, it's a preference.
Is the following a complaint? If so, what would you track it under?
"I was just trying to make a payment, why am I speaking to a human? I am confused."
Yes, this is a complaint.