Account Terms / Applications
None - we have not reported anything to the CB, we are using what the CB has provided us with.
Narrative: Cx called for a credit balance refund to be sent to the account listed on file. Call came to a natural close.
What is the potential CMS violation?
None - Just a request not a complaint.
Complaint Narrative: The customer went to the Apple store to buy a new phone on monthly installments but it was not completed correctly.
Truth in Lending Act (TILA, Reg Z)
Narrative:CX is upset that we reported him past due. He said he mailed the payment in weeks ago and it should be reflecting by now.
Fair Credit Reporting Act (FCRA, Reg V)
Narrative: CX is very upset that his dispute keeps getting declined but he sent us the returned tracking # for his items. He wants to reassert the dispute but demands to speak to someone before a decision email is sent.
Truth in Lending Act
CSAT Verbatim: I purchased a new Mac for my small business. Your store rep did not place it on installments. They told me I had to go back to the store to return the device and then when I finally got it taken care of I found out you all could have just fixed it over the phone?! I lost a full day of business. I demand to be compensated for lost income.
TILA & Requests for Damages or Awards both apply however, Requests for Damages or Awards is most impactful here.