Credit Card Disputes
Scenario 1: Unrecognized Charge
Customer Statement: “I see a $120 charge from a merchant I don’t recognize. I still have my card.”
Scenario 1: Unrecognized Charge
Verify customer
Review transactions in Salesforce
Ask probing questions
Determine fraud vs non-fraud
Advise customer to contact merchant (if non-fraud)
Advise customer to contact Visa if unresolved
Do NOT guarantee refund
SCENARIO 2: “My Friend Closed Their Account”
Customer says:
“My friend signed up, but then closed their account. Do I still get paid?”
Answer Key
Correct Flow:
Verify customer
Explain referral requirements
Explain if the referred friend closed before payment/deposit, no payout is issued
Clarify total friends referred may still increase
🟦 SCENARIO 1: “My Account Isn’t on My Credit Report”
Customer says:
“I opened my Credit Builder Account two months ago, but I don’t see it on my credit report.”
✅ Correct Answer Key
Correct Flow:
Verify customer
Confirm how long the account has been open
Ask which bureau / site they’re checking
Explain CBA may appear under the banking partner name, not Self
Use Text Expander when: or noreport: as applicable
If unresolved, assign to Credit Bureau Reporting & Disputes queue
Scenario 6: Refuses to Call Visa
Customer Statement: “I don’t want to call Visa. Can you handle this for me?”
Scenario 6: Refuses to Call Visa
Verify customer
Ask probing questions
Gather dispute details
Assign case to RiskOps – Merchant
Update case notes
SCENARIO 3: “Why Did My Credit Score Drop?”
Customer says:
“My score dropped after opening the Self credit card.”
Answer Key
Correct Flow:
Verify customer
Explain scores can drop for opening new account as it is considered as new debt
Use scoredrop: text expander
Scenario 2: Dispute Already Started
Customer Statement: “I already contacted Visa yesterday. Why don’t I see anything yet?”
Scenario 2: Dispute Already Started
Verify customer
Review transactions in Salesforce
Explain 1–2 business day delay
Explain provisional credit
Explain dispute timeline
SCENARIO 3: “The Referral Is Missing”
Customer says:
“I shared my link, but the referral doesn’t show on my dashboard at all.”
Answer Key
Correct Flow:
Verify customer
Use creferral: text expander
Confirm the friend used the unique referral link
Confirm signup was completed in one session
Explain incomplete signups cannot be fixed later
SCENARIO 2: “I Missed a Payment — Will That Show?”
Customer says:
“My payment failed last week. Did that get reported as late?”
Correct Answer Key
Correct Flow:
Verify customer
Review payment history
Explain failed payments are not reported unless account becomes 30+ days past due
Reassure customer if they paid before delinquency
Scenario 7: Pending Transaction Confusion
Customer Statement:
“I see a charge I don’t recognize, but it still says pending. I want to dispute it now.”
✅ Scenario 7: Pending Transaction Confusion
Correct Flow:
Verify customer
Review transaction status
Explain charge is pending
Advise customer to wait until it posts
Advise contacting merchant if needed
SCENARIO 8: “Does Closing My Card Remove It?”
Customer says:
“If I close my credit card, will it disappear from my credit report?”
Answer Key
Correct Flow:
Verify customer
Explain closed cards continue to report
Explain closure does not erase history
Scenario 3: Recurring Charge
Customer Statement: “I canceled my subscription but they’re still charging me every month.”
Scenario 3: Recurring Charge
Verify customer
Ask probing questions
Determine non-fraud
Advise customer to contact merchant
Explain new card will NOT stop recurring charges
Assign to RiskOps – Merchant (only if merchant fails to stop billing)
SCENARIO 5: “My Referral Check Expired”
Customer says:
“I forgot to cash my referral check. Can you reissue it?”
Answer Key
Correct Flow:
Verify customer
Check referral payout status
Explain referral checks expire after 180 days
Explain expired checks cannot be reissued
SCENARIO 7: “Please Remove This Late Mark”
Customer says:
“I had a hard month — can you remove the late reporting as a courtesy?”
Correct Answer Key
Correct Flow:
Verify customer
Confirm reporting is factual
Explain federal regulations require accurate reporting
Use forgive: Text Expander
Scenario 13: Customer Wants Reason for Denial
Customer Statement:
“Why exactly was my dispute denied? The merchant is lying.”
Scenario 13: Customer Wants Reason for Denial
Correct Flow:
Verify customer
Review dispute status
Advise cx that we don't have the exact reason why it was denied
Refer customer to email communication
Assign to RiskOps – Merchant if questions continue
SCENARIO 11: “My Utilization Is Too High”
Customer says:
“I only have a $300 limit and used $250. Is that bad for my credit?”
Answer Key
Correct Flow:
Verify customer
Explain utilization rate and its impact
Explain best practice is keeping usage under 30%
Use sccbestresults: text expander
Do NOT guarantee score changes
Scenario 4: Dispute Denied
Customer Statement: “My dispute was denied and now my balance went up. Why?”
Scenario 4: Dispute Denied
Verify customer
Review transactions in Salesforce
Explain dispute denied status
Explain provisional credit reversal
Do NOT debate reason for denial
Assign to RiskOps – Merchant if customer has questions
SCENARIO 1: “My Friend Signed Up — Where’s My $20?”
Customer says:
“My friend signed up using my link, but I don’t see my $20 referral bonus.”
SCENARIO 1: “My Friend Signed Up — Where’s My $20?”
Customer says:
“My friend signed up using my link, but I don’t see my $20 referral bonus.”
SCENARIO 9: “It Shows the Wrong Lender”
Customer says:
“I don’t see Self on my credit report — it shows a bank name I’ve never heard of.”
Answer Key
Correct Flow:
Verify customer
Explain CBA reports under the banking partner’s name
Confirm partner name in Salesforce
Reassure customer this is expected
Scenario 10: Incorrect SSN on File
Customer Statement:
“Visa won’t let me start a dispute because my SSN is wrong.”
Scenario 10: Incorrect SSN on File
Correct Flow:
Verify customer
Confirm SSN issue
Educate cx that incorrect ssn will have dispute denied automatically
Assign case to RiskOps – Merchant
Update case notes
SCENARIO 14: “I Paid Today — Will It Count for This Statement?”
Customer says:
“If I pay today, will it lower what gets reported?”
Answer Key
Correct Flow:
Verify customer
Check statement closing date
Explain payments must post before closing date to affect reporting
Guide customer on where to find closing date
Scenario 5: Confirmed Fraud
Customer Statement: “My card was stolen and used without my permission.”
Scenario 5: Confirmed Fraud
Verify customer
Ask probing questions
Confirm fraud
Reissue card
Advise customer to contact Visa
Explain dispute timeline
SCENARIO 6: “My Check Was Returned”
Customer says:
“My referral check was returned. What happens now?”
Answer Key
Correct Flow:
Verify customer
Confirm mailing address
Assign case to CS – Payouts
Explain only a check reissue is allowed (no direct deposit switch)
SCENARIO 10: “Why Was My Successful Payment Not Reported Yet?”
Customer says:
“I made my payment last week. Why isn’t it showing on my credit report?”
Answer Key
Correct Flow:
Verify customer
Confirm payment was successful
Explain 5-day hold before reporting
Explain bureau processing delays
Scenario 8: Partial Dispute
Customer Statement:
“I recognize the charge, but the merchant billed me $300 instead of $180.”
Scenario 8: Partial Dispute
Correct Flow:
Verify customer
Review transaction
Ask probing questions
Confirm partial dispute amount
Advise customer to contact Merchant / if problematic or unresponsive adv to contact Visa
Do NOT guarantee refund
SCENARIO 15: “My ACH Payment Is Still Pending”
Customer says:
“My payment is pending — will that count for reporting?”
Answer Key
Correct Flow:
Verify customer
Explain pending ACH payments are assumed successful for reporting
Reassure customer