UDAAP
"The options I have for moving my money on my checking account are not fair." Is this UDAAP or should it be filed as a regular complaint?
What is YES this is UDAAP as the PA mentioned "not fair"
Why are you quoting me a higher rate than my neighbor and we have the same credit score. It's because I am disabled!" How would you file this complaint?
What is escalate for DISCRIMINATION as the PA indicated we are offering them a higher rate because they are disabled.
The ATP commented on the process, expressing ""I'm just holding my breath, this is so hard. Should this be tracked as a complaint?
What is YES.
When we Use tools and resources to quickly move the application forward, which TRUST behavior are we showing?
What is SOLVE?
What is Nica's favorite color?
What is BLACK
"It is unfair that you gave me a preapproval rate of 7.99% last month and I didn't need the money at that time and now when I need it you gave me a 13.99%. It's unacceptable and I deserve a better rate since I have been loyal customer to you guys." Is this considered UDAAP because the customer is upset they didn't get the rate they wanted and feels its unfair?
What is YES this is UDAAP because the PA thinks it is "unfair"
"Why did you decline my application. Is it because I only receive disability check?" How should this complaint be handled?
What is escalate for Discrimination because the PA is indicating we treat people differently based on them receiving a disability checks."
What is NO, this was a comment, not a complaint.
When we listen to gather information and identify our customers' needs before attempting to solve, which TRUST behavior are we showing?
What is Understand?
Asking a customer: Did you do anything fun over the weekend? Any Plans for the weekend? Is an example of which TRUST behavior?
What is RELATE
The customer implied that we are treating them unfairly by communicating that they have been a Discover customer and have never made late payments and they are being treated as if we have no prior history from them. Should this be escalated as UDAAP or filed as a regular complaint?
What is YES, this is UDAAP as the PA said they are being treated unfairly.
The customer advised that we referenced their age by saying "old." Should this be escalated for discrimination?
What is YES
A customer is unhappy about their APY/rate] From the customer mentioned more than once that they thought the APR they were prequalified for was way too high even after hearing multiple offers at different terms. The customer said their credit was good and even mentioned they were approved elsewhere for a much lower rate and couldn't see why it was coming in so high with this loan. Should this be tracked as a complaint?
What is YES, the customer expressed dissatisfaction with APR several times throughout the call.
We lead with our personality, we show we care, we provide reassurance. What TRUST behavior am I?
What is RELATE
Where is Kenzie's favorite place to go?
What is Disneyland, the happiest place on earth :)
The applicant stated "Yeah but why is that in there? Why would you put that in there if you can't pay your discover card or your capital one and you're saying once i get it in my hand do with it what I want so I am not interested. It's scary kind of saying one thing and then doing something else so I wanted to decline." Is this UDAAP or a regular complaint?
What is UDAAP, the applicant expressed his feeling of "scared" and the statement given is leaning toward "Deceptive."
A customer saying "You are only requesting my proof of identity because I am not a US citizen." should be filed as what?
What is Discrimination
What is NO
Providing benefits and bbr's based on the customers situation and informtion they have gave is an example of which TRUST behavior?
What is Tailor?
The agent did a good job adapting the experience to the customer and created a low effort environment by providing next steps in order to move forward with their offer. Encourages great relevant features and benefits to attempt to overcome the customer's objection. What TRUST behavior did the agent demonstrate?
What is Tailor!
The customer advised that we are 'scaring our customers with the subject lines of our emails "and referenced their age by saying "old."
What is YES, this should be filed as UDAAP due to the subject line potentially being misleading/false advertising by "scaring people"
"You are denying my request for a payment plan because I'm on unemployment." Should this be tracked as a complaint? Should this be escalated?
What is yes, this should be filed as a complaint and escalated as discrimination.
The customer said, "I'm having some issues with my personal loan payments, um for whatever reason I'm making the payment and the payment is getting returned so I keep ending up in delinquent status and trying to figure out what the heck is going on." Should this be tracked as a complaint?
What is YES, the PA was dissatisfied.
Being the expert by explaining each step to the process, giving the applicant a clear picture of what to expect, is an example of which TRUST behavior?
What is Transparent?
V99 triggers and the SSN is incorrect, do we correct SSN and continue, or should we start a new app? What procedure did you find your answer?
What is START A NEW APP which is found in the DLOS Error Message Processing (ACQ): DPL Procedure