messaging
A customer needs to report their card as lost/stolen
We cannot handle this in messaging.
Check for unauthorized charges, then advise to self-service online or call in.
Simple way to acknowledge in every call?
I'd be happy to take a look at___________.
PCM wants to make a payment on their charged off account. (would we connect the call? if yes, then where)
Yes- connect to CMA Charged Off. If they are not there you can provide hours of operation & phone number.
A customer whose account is current wants to cancel their DirectPay enrollment
We can handle this in messaging
Third party wants to pay the statement balance. Can we provide them what the balance is?
We can NEVER disclose payment option amounts. The only time we will discuss the amount being paid is in the PBP disclosure you read to the third party.
A customer wants to enroll in the quarterly 5% Cashback Bonus promotion
We can handle this in messaging
When we suppress a late fee or APR is there any way the suppression will not go through?
Yes if the cm does not make their minimum payment before the billing cycle end date.
A customer wants to reverse a previous redemption for an e-certificate because they chose the wrong one
We cannot complete this request.
Explain at the time of redemption a disclosure was read/displayed stating all sales are final and we are unable to reverse their selection.
A POA is calling in for the cm & is wanting to process a lir, how do we help?
POA may not process a LIR. We would need the cm on the line in order to do the process.
A customer accidentally made two payments and requests a refund for one of them
We can handle this in messaging!
Follow steps in the Credit Balance Refunds section of Messaging Procedures.
Why is a Cardmember receiving a $0.50 minimum interest charge fee. When they have a 0.00% bt offer & V15.67 apr for purchases.
They are not paying the full statement in full including the bt. (This fee will occur when they make purchases with a bt and will be there till the account balance hits $0.00.