Complaints
"I had auto-pay set up on my app and it did not go through this month. This is very upsetting as I have never fell past due."
What is the complaint?
Pay BofA Bills – Payment/Autopay Did Not Process
Client mailed a check for $425 2 days ago and agreed to clear the rest of the balance of $873 today with the agent and set up auto-pay moving forward for the minimum.
What is the action code?
Promise To Pay (PTPP)
After every chat, what must be added at the beginning of your documentation?
CAS-CHAT
How do we confirm client is working with DMP and payment plan is in full effect?
Old UCRS Special Pay
Status codes (AP-D2, AP-D3, AP-D4, or AP-D5)
Client wanted to get late fee waived.
What colen should the agent send?
Colen19
"I spoke to someone here yesterday. It was about waiving a late fee from my visa credit card account. However, I don’t see the reverse on my account."
Previous agent got late fee approved and complaint was submitted.
Is there another complaint and what is the complaint?
Yes, Late Payment Credit Card Fee
Complaints are submitted per interaction.
Client was enrolled into a settlement today online and wanted to confirm details of the program. Agent action code (STTL) due to speaking about all the details of the program.
Was this action code valid?
No, agent did not set up the settlement.
Client calls in and states they made a payment of $200 online that covers the total minimum due on 5/11/26. The agent confirms and offers auto-pay and the client agrees for the minimum on the due date moving forward.
What is the arrival date?
6/11/2026
Client stated they made a duplicate payment using their Bank Of America checking account and wanted one of the payments refunded.
How do we verify the payment was cleared?
Reach out to a manager to check CEW.
Client sends an email. "My apologies. I am currently waiting on funds and unemployed and unable to pay at this time."
What colen should be sent?
Colen26. Client expressed hardship and is past due.
Client stated they paid the balance in full last month and have not used the card but is still showing a balance.
What is the complaint?
Payoff Process Frustration
Client stated they paid $500 online and expresses their hardship and did not qualify for any programs.
What is the action code?
No arrangement (NOAR)
Client did not state when the payment was made.
Agent runs a financial assessment and does not document what the underlying circumstances/duration is and the income/housing payment.
Is this a documentation error?
No, the system automatically captures above.
Not necessary to document: Breakdown of client income and expenses
Important: This should be captured in demographics form, as applicable
Client calls in and speaks with an agent about information on his credit card. Later that day, the client chats in again and request to get annual fee waived but sees client had previously requested to close account.
What should the agent do?
Look to ensure the account is closed or was recently submitted to be closed to be able to waive the annual fee.
Client sends an email and does not provide an account number.
What should the agent do?
Colen28 (Wrong Department Referral)
Client chatted in fully verified and stated Bank Of America App sucks and disconnected.
What is the complaint?
No complaint. Client did not state any specific concerns on the app.
Client stated they filed for bankruptcy yesterday agent submits adequate form and client advises us to only reach out via email and agent confirms and files cease and desist.
What is the action code?
Double action code
WTNR first and exit account and apply BKO action code.
"I'm a disabled veteran and I just went through my disability rating but unfortunately, I'm not going to get my percentage until the government updates my case. Until then I have no income. I apologize I have to speak to text due to my injured hand"
What do we document?
Client stated they are going through a medical hardship and are currently waiting on funds due to an ongoing case and currently have no income.
What 2 things must we tell the client when closing the account?
Provide reward points disclosure and Advise the customer to contact any merchants that submit recurring billing (such as Internet services, memberships, insurance premiums, etc.) to discontinue use of the cards as a source of payment, and identify alternative methods to pay such merchants, as applicable.
How do we transfer a Spanish email?
1. Transfer
2. Customer Level Risk Detection
3. Spanish_Financial_Hardship
"My card keeps declining but there is an available balance and I paid today but even the payment is not showing and I tried calling in and have been waiting for 30 minutes and once I spoke to the rude agent the call was disconnected. This is very upsetting and yet I still have not had anything resolved. Anyways, what is the late fee charged?"
How many complaints should we track and what are the complaints?
(BONUS: Opposing team loses 100 points and grants 500)
5 complaints should be filed.
1. Card Block Decline Frustration - Account Past Due
2. Payment Posting Missing
3. Wait Time (Phone)
4. Call Disconnected
5. Employee Rude Treatment or Poor Service
Client states they will pay $100 on the app themselves today. Later in the chat, they run a financial assessment and enroll in a settlement program and scheduled remainder amount of $1,500 for April 11th.
What is the action code and what is the arrival date and amount?
Settlement (STTL) for $100 for 2 days from contact
***CAS-CHAT*** ZKXXXX
ch failed first token verified name and last 4 of ssn and dob and last 4 of the acct
RFD ch stated they had auto pay but did not process. Submitted complaint
Agent submitted payment of $100 and offered self service and OLB number due to Bill pay not processing and set up auto pay for minimum moving forward
client seemed upset due to late fee
late fee was granted for $29 complaint id XXXX
chat ended
What are the 4 errors?
(BONUS: opposing team loses 100 points and grants 500)
1. Chat Id was not provided
2. Agent did not document what first token was failed
3. Agent documented an opinion
4. No 4th error
Authorized user chats in and asks to be removed from the account.
What steps are needed to fulfill this action?
1. Advised to return the card/checks back to the account owner.
2. Delete the AU from Demographics tab.
3. Ask if they want the tradeline deleted from there credit file.
Primary borrower emails in and request to close their account since they have not used it in over a year. The agent sends Colen02 and closes the account and documents accordingly.
Was the agent in the right or wrong and why?
Agent should have used Colen19 as we are required to provide the closing account disclosure and requested them to call in.