General Knowledge
Anytime we receive a call that is not warm transferred, what are the first things we have to verify?
First and Last name
If a Third Party is disputing a transaction on an account. When writing the case notes, do we write the Third Party's name, or the PCM/SCM's?
Third Party's Name
An AU calls in to dispute multiple unrecognized, unrelated, and not recurring charges all from the same merchant. How do we proceed?
XFR to CPS
What parties are acceptable to requesting a misposted payment to be transferred?
PCM & SCM
Are AUs able to cancel a stop pay a SCM put in?
NO
What is the verbatim disclosure we have to say anytime someone new gets on the line?
This call may be monitored and recorded
The PCM is calling in to dispute a not reoccurring transaction from TEMU.COM made through Apple Pay. They returned the goods 11 days ago. The merchant has promised them a refund, but is still not on the account at this time. Are we able to dispute this transaction? If not, why?
Yes, it has been over 10 days
The SCM calls in to dispute a charge they do not recognize. The charge is from AMAZON.COM, which they have done business with before in 2023, but not since then. The charge is for $1,001. How do we proceed?
XFR to CPS
What letter do we have to send on the account where a payment was ORIGINALLY sent to, when transferring a misposted payment?
Letter 100517
What is the verbatim disclosure we have to say if the customer asks what an unauthorized charge is?
A purchase where you have not given access to your card information to another person or a merchant for one-time or repeated charges.
How many attempts does a caller have to verify a verbal password on an account?
Three
What letter do we request to be sent if the name and the address do not match the PCM's information on the account?
100618
If a PCM calls in to dispute a transaction for an item that was stolen from their front porch. How do we proceed?
Do Not Dispute, Incon
If a payment is made through Western Union on a Thursday, assuming there is no holidays in between, when can we start a dispute for a missing payment assuming we have not received the payment yet?
Wednesday
When speaking with a PCM about a dispute, they ask you to speak up because they are deaf and require hearing aids. What do we HAVE to do to stay complaint?
If disability is mentioned, Agents MUST tell the caller that accommodations are available if they want to learn more and review all appropriate accommodations (if requested) with any caller.
Can you name three different warning signs to look out for dispute abuse? Also, list the steps you have to take when one of those warning signs are met.
Initiating disputes to increase available credit for additional purchases
Trend of initiating disputes for same reason
Disputing 25+ transactions at once for transactions $10.00 or less
Disputing 5+ transactions totaling $10,000.00+ within the last 90 calendar days
Frequent executive complaints to dispute transaction(s)
Disputing transactions each month so dispute credit(s) cover minimum payment due with no payments posted within the past 6 months, and new purchases are being made
Account opened for less than 1 year with 25+ disputed transactions
Inconsistencies in dispute claim
Unauthentic documentation
Profane or inappropriate documentation
Timmy is working a TRR case where the merchant provided a refund for the disputed amount. Timmy has seen that the PCM has a revolving balance. Timmy has sent letter 100210, and added the correct case notes. Timmy has reviewed for delinquency and sees no delinquency. So he completes the case and closes it out. Did Timmy miss any steps?
Refund Interest using Interest calculator
A SCM is calling in to dispute a charge of $251 from SOLIDGATE.COM made through Apple Pay. They say they do not recognize this transaction. How do we proceed?
Do not dispute, Incon, ask to reach out to Apple Pay
What are the next steps if we get a red bar error at the end of initiating a missing payment dispute?
Check Memos if Dispute was done. If so, do nothing. If not, redo dispute.
If you receive a call where the caller verifies their name, but you see multiple people with the same name on the account, just different suffixes, are there any additional steps you have to take to verify them? If so, what are they?
They must verify their Suffix
Is there a number we can offer to a caller if they want to dispute a transaction from "Norton"? If so, what is it?
1-855-815-2726
You are working late at night on a Sunday, and you see CPS is working on a TRR case you received during your written time. There are no memos on the account from CPS. What are your next steps?
Queue to billing follow up from the Fraud account
The AU calls in to dispute a transaction for a charge from MICROSOFT 360 that is $499. They have never done business with Microsoft before, and are stating they do not recognize this transaction. The transaction says it was manually keyed in. How do we proceed?
Dispute
The PCM sent a payment under $1,000 to a Discover account under their name. The payment meant to be made to an Account that has now been migrated to Capital One. Are we still able to transfer the payment? If so, how?
NO
When working a TRR case, you come upon a transaction made outside of the US that is being disputed for Quality (RM). You can see that the documents the merchant provided show proof that the product purchased was delivered to the PCM's address. How do we proceed?
Change dispute reason code: Credit Not Received (RN2).
Cancel date: 15 calendar days prior to today's date