Complaints
What is the difference between Closed w/ Non-Monetary relief and Closed w/Explanation?
Closed with non-monetary relief is when we take action to fix something and no compensation was given.
You received a transferred call for an account closed in error, after looking at the notes, you determine the customer:
The customer has a balance on the closed account, what is your first step, after verifying the account was closed in error?
Create a Special Handling - Balance Transfer case for the balance to be transferred.
What is Apple ID Recovery and What do we do we do when we see this alert?
Remove the status through AUI
This happens when the customer changes their PW for their Apple ID. [Security measure]
What CMS Impact would apply if the customer was not verified and we disclosed account info?
Gramm-Leach-Bliley Act – Reg P
You're working a complaint for Account Closed in Error.
The customer's new account has been opened, where can we go to validate the terms are the same?
APR - You can review the Account Summary on the old account, Click View Details.
Credit Limit - You can view the Account View in CoreCard to see the Original Credit Limit.
(You can also see if any CL decrease/increases were requested via AUI)
T2 calls you and says, the customer is upset because they requested a call back and nobody called yesterday, I see here they spoke to Fraud....
It looks like a Fraud Case was created for a call back, RA shows that you should post in the Fraud symphony room for your site and someone will call the customer back.
Customer claims discrimination - what CMS impact would this fall under?
Equal Credit Opportunity Act – (ECOA, Reg B)
What step in RA can you find the emails to use, when an Application needs to be Whitelisted?
What are those emails?
3 - Initiate account for reapplication
Yes - we would need to create a Rewards dispute.