Account Reissue
We should do ________when there are pending transactions on an account that needs reissued?
Freeze and schedule a call back after the transaction clears
What information should we verify when a call first comes in?
Name, last 4 of social, birthday?
What talking points should we be giving the account holder when wanting to dispute a pending transaction?
Dispute cannot be initiated until the transaction clears the account, monitor account and notify DB immediately if transaction post, give hours of operation and phone number
What are the required talking points when an account holder calls in for a redispute?
Dispute will be forwarded for additional research, written correspondence will be sent when investigation begins and when it completes
What is the criteria for a debit card stop payment?
the transaction must be 04 standing authorization or recurring payment?
What talking points should we tell the customer before we reissue?
Account will be closed immediately, once the account is closed it cannot be reversed, contact merchant's setup with automatic payments to discuss upcoming payments, reschedule any discover online bill payments or repeating transfers
When should we advise of popups on an account?
Popups should be acknowledged as they come up.
How do we secure an account if the transaction is fraud?
debit others freeze or reissue debit card
How long does a redispute take?
10 business days
How do we submit a stop payment request for pos?
send email to debitcardstoppay@discover.com
How long does an account holder have to use temporary password?
72 Hours
When should we delete a priority note?
Once it has been taken care of.
Should you open a calypso case for a pending transaction?
yes if ordering a new debit card
How do we open a redispute?
Send email to bfu®erecovery@discover.com
Where can we find the talking points for a stop pay request?
Memo tool/Stop payment Deposits procedure
What should an account holder be made aware of when we place a freeze on their account?
Account holder will not be able to use the account while freeze is active.
When should we verify using OOB?
When an account has not been open for 60 days or when debit card has been on an account less than 30 days.
What date do we give the ah for the estimated timeframe for transaction to post?
The day after it shows in atlas
How many days after an account holder submits new documents do they call discover back to open a redispute?
Within 5 business days
When is it ok to verify mother's maiden name?
If account holder fails one of the other security questions
When should we put total freeze on an account?
When there is account takeover
When should Innovis be used to second level?
when XID and OOB have failed or cannot be used
What should we do if we open a calypso case for a pending transaction?
leave a priority note for next agent stating calypso case open and new debit card ordered.
What is needed to open a redispute?
New supporting documents
When should we file a complaint for a customer?
Track all complaints and allegations of UDAAP/ Discrimination