CCOT_ Work Instruction_Complaint Handling_Working Doc
This doc is split into four larger sections, True or False?
True! It is split into Complaint Handling, Complaint Intake, Investigations, and Closure.
What is the SLA for CFPB complaints?
For complaints received from the CFPB, 15 calendar days from notification by the CFPB.
Block and/or Cash App reserves the right to extend to 60 days in extenuating circumstances.
Which KA should agents be looking at when considering if PII is acceptable or not?
Voice – PII
Is QA is required to include the point deduction with our written feedback?
Are we considering Intake when scoring?
No
Which complaint types qualify for a streamline response?
Duplicate complaint, IDV/PII Mismatch (including sponsored accounts), NMI, and OSS.
What is the SLA for BBB?
• For initial complaints, 15 calendar days from receipt by the BBB.
• For responses rejected by the consumer, 7 calendar days from the receipt by the BBB.
If a customer's phone number matches, but was removed prior to the complaint being filed, is it acceptable PII?
No - PII is acceptable when it is current, or was present at the time the complaint was filed.
If a streamline response was accurately sent, would we still score Q12: Complaint Formal Draft Response as Pass?
Yes!
What date do we enter when creating the detached form?
We use the date that the complaint was received by Cash App.
Which IC article is commonly used by EC when filling out the CRF?
$Complaints Management - Tag Dictionary
What is the SLA for Pre-Lit?
• For Pre-Litigation demands and U.S. State Attorney General complaints, 60 calendar days from receipt of the notice, or as set by an agreed upon timeframe by both parties.
• For follow up questions regarding States Attorney General complaints, within 14 business days from receipt by the Agency, or the Agency’s specified timeframe as established in the notice.
If a customer is reaching out with an Identity Theft issue, do they still need to go through PII?
No - Complainants reporting identity theft often cannot pass standard PII checks, as they may not know the aliases on fraudulent accounts. For example, Non-Users reporting unsolicited Cash App Cards cannot be verified. In these cases, bypass the PII process and proceed with the complaint investigation as normal.
In which section would we score grammar issues in a response?
Trick question! There is not currently a space to score for this expectation. We may be including this in a future rubric, though.
Complaints received for other channels should be flagged in which Slack channel?
#cash-seller-ert
What are the requirements for considering a complaint a duplicate?
A duplicate complaint is one submitted after the original, through the same external agency, by or on behalf of the same consumer, with no new material issue or information. To be considered a duplicate, the complaint must come through the same channel (e.g., both through BBB or both through CFPB).
Important: Even if a consumer files the same complaint through multiple agencies or channels, each unique intake channel requires a full response.
What is the SLA for Banking Partner?
• Bancorp complaints: 5 business days
• Sutton Bank and all other banking partner complaints: 10 business days
PII escalations need to be escalated to which Slack channel?
#cert-internal-support
The Knowledge Defect for "Out of 15 calendar SLA prior to Investigation" only applies to which intake channel?
Regulatory
Are there EC specific Behavior Expectations (policy violations)?
No - but they are still beholden to the more common ones found in the Behavior Expectations KA.
PII can be included in Complaint Review Notes, true or false?
False!
Are we currently scoring towards usage of the CCOT Partnerships Rolodex?
No - while this is a resource that agents should be utilizing, it is not something that we would score towards at this time.
When are Modified Privacy Notices used?
When CCOT cannot fully verify a Complainant's PII but is reasonably certain they are the true account owner.
If a streamline response was sent when a formal response was required, which section would we score that in?
Complaint response draft requirements incomplete under Q:12
When looking at a case, are we considering subsequent replies or just the initial response when scoring?
Just the initial response! We are not currently considering further replies.