Payments
A cm calls concerned about a payment that came out automatically out of her bank account, however you see she is not enrolled in direct payment and ACTION says "Payment Thank You" in ACTION. We must refer her to her bank as it was likely a check sent or a bill pay of some sort.
True. If it was an automatic payment it would say "DP Payment"
True. Without an offer we should not be sending over to the BT department.
A Cm makes a transaction with amazon but calls upset because we declined his transaction. When going to the decline details it shows "SAS Engine Fraud Decline" we would tell them to try their transaction again as it's as simple as we identified it as fraud and should work a second time.
False- send to CPS - Fraud to have them lift that hold off.
A CM wants to set up a pin with us over the phone so he can make purchases at a store. The agent on the phone with the cm tells him it is not necessary to set up a pin unless they are withdrawing cash.
True. A pin is only necessary for cash withdrawals.
An AU calls to make a payment for the PCM. We can take the payment as long as the au is the owner of or authorized signer on the bank account being used
TRUE!
A wife of the PCM who owns the account asks to make a payment for $300 on the account for him. Seeing she is not on the account as an SCM or AU, we can continue to make the payment for her.
True. Third party's are allowed to make payments. They just have to be the one to provide the payment information and bank information and confirm they are an authorized signer or owner of bank
A Cm just recently did a BT however they changed their mind and now want to cancel it. When right clicking on the BT in ORION you show it is not pending and therefore can not cancel it frontline. You would want to transfer to the BT team to cancel this on their end.
False. BT team can not cancel a bt already processed. We want to have them wait till it clears their bank and reach out to that creditor before we take action.
A CM tried to make a transaction with Amazon but his card ended up declining. Due to the decline code "Address Mismatch" on the transaction in ACTION you should simply tell the cm what address they should be putting in to avoid this from happening again.
False. You should not be providing that information the cm should confirm the address with you if it is correct have them contact the merchant to make sure that address matches what we have here.
A CM is far away from any bank, supermarket or grocery store and can not withdraw cash but needs funds from Discover. The next step would be to go to Cash Into Checking at the top of ORION to see about doing a cash advance that way.
True. If the option is available only.
An AU wants to know if PCM's account is enrolled in a 0.00% APR promo, we can let them know this.
TRUE!
They MAY be informed of the APR on the account, in compliance with the Disclosing APR guidelines within the APR Inquiries Procedure.
We are required to provide a pay in full quote for a PCM who wants to pay off their full statement balance
False. The statement balance is much different than the current balance owed on an account.
A long time cardmember did a BT and is wondering why after two days the bt still has not processed. We would want to let them know it can take up to 4 business days to process on our end.
True.
A CM tried to make a purchase using their Discover card with Costco.com. However, it was declined. When you review the transactions you see this code "AUTH FLAG 'Y' - PROHIBITED" You tell the CM Costco does not accept Discover and that was the reason for the decline.
False. They do accept Discover at Costco.com just not at in store purchases or gasoline. And even then AUTH FLAG 'Y' - PROHIBITED means the account is either Revoked, Charged-off, Lost/Stolen or Fraud
A Cm is wanting to withdraw $50 in cash and wants to know the best way to withdraw it. We should guide them to use a no fee ATM since you can withdraw $500 per calendar day.
False. We would want to refer them to a cash at checkout first as it does not count as a cash advance and they would be able to withdraw up to $120 per calendar day.
An AU calls to set up a pin on their card. We must let them know we are required to have the PCM call to do it for them
FALSE! An AU MAY request a PIN for themselves or others
It's okay to provide bank information to a PCM if we are just simply providing information about previous payments on an account
False. We must always have a PCM confirm the bank information first!
A newly applied cardmember just recently did a BT. You look at his account and you see he is only 5 days open. We should tell the cm to check back with us after 17 days since he is a brand new cardmember.
False. For an account open 5 days it takes 13 days to post
A CM is trying to make a transaction but his card keeps declining due to not having any available credit. You see his most recent payment has posted and cleared his current balance but has not yet affected their available credit. You find a Kitenet hold and tell the cm the talk off for it. However there is pushback from the cm saying it has cleared his bank already and he can't afford to wait the 8 business days. You should connect to Kitenet
True.
A CM is at a casino trying to withdraw $5,000 in cash however our card is declining him. But he has $7,000 available for withdrawal. We should tell him he has exceeded the max he can withdraw at a casino.
True. The casino limit is 2500 per calendar day.
An AU calls to add her sister onto the account. We MUST have the PRIMARY account holder on the line to perform this action.
TRUE! an AU MAY NOT request to add themself or others to an account.
A payment has cleared the cm's personal bank account but has not been applied as a credit on our end. We should transfer this to CEG to figure out why.
False. This would go to Billing.
A CM did a BT and it has posted on our end but not at the banks end and it has been more than 8 days since the BT has posted. We should send the CM to billing to see what they can do.
True! Because it has been more than 8 business days since the bt has posted on our end we want to xfer over to the billing team.
A Cm tried to make a purchase at Amazon however cm found out that he did not have any available credit. However the current balance shows $0.00 and his credit line is $500. You don't show any pending transactions in ACTIOn that could be reserving the funds. You should xfer this call to CEG.
False. You should review the F11 auth tab in ORION to see what merchant has funds reserved as ACTION may not have that information just yet.
A CM says he did not withdraw cash at an ATM but was charged a Cash Advance Fee and wants it removed or she is shutting down her card. We should proactively offer to adjust the fee.
True! according to Link'd:
An AU calls upset because the PCM was rushed into the hospital and they weren't going to be making their future payment coming up in 8 days. We would want to xfer to hardships to assist.
FALSE! an AU MAY NOT request a Minimum Payment Due adjustment/Skip Payment (e.g., related to disaster or an overpayment/double payment)