Regulations
Regulation that eases the legal and financial burdens of military personnel
Service Member Civil Relief Act (SCRA)
In what scenario is the available credit not provided immediately?
The transaction was disputed as non-fraud
How much does the customer receive as a goodwill if their account is closed in error?
$250
What do we provide to the customer if they are not pleased with the remediation option and ask for a better solution?
$50 goodwill credit
When did AppleCard officially launch to the public?
August of 2019
Telephone Consumer Protection Act (TCPA)
What is the timeframe of when a transaction dispute must be resolved?
Two complete billing cycles after receipt, but no later than 90 days after receipt
What kind of case is created if the customer had a balance at the time of account closure?
Special Handling- Balance Transfer
How many attempts do we make to reach the customer before closing the complaint?
Three
Who is the head of Apple Card?
Doug Villone
Regulation that protects consumers by ensuring the Bank is providing complete and accurate information involving a consumer's credit or personal information to a credit reporting agency
Fair Credit Reporting Act (FCRA)
When can bulk claims be filed?
Same card type was used
What must the customer do prior to getting whitelisted?
Apply
How many days do we provide to the customer for the remediation to be completed?
30
Who is the head of Delivery?
Mike McCutcheon
Regulation that requires the Bank to provide required notice of its privacy policies & practices
Gramm-Leach-Billey (Reg P)
When must an agent provide a verbatim?
Transaction is Pending
What happens to the hard inquiry when a customer reapplies?
Transitioned to a soft
Explain the process if a customer purchases a device with AppleCare
Combine the amounts into 1 P&R case
Who is our Partner for our next credit card?
General Motors
Regulation that covers the rules for advertisement or promotional emails
CAN-SPAM
Transaction disputes must be created if the following information is provided (even if the customer stops responding)
Transaction Amount, Merchant, and Date of Transaction
What does Advocacy do to ensure the customer is fully remediated?
Create CB dispute to adjust second inquiry to a soft; confirm the terms are the same or better; goodwill has been completed, any applicable flags have been added
What information is required in the P&R case?
Product type, total amount to be moved, monthly payment, number of months, masterplan, date of transaction, CC transaction number
What does our CEO, David Solomon do in his spare time?
DJ