Recent Changes
True or false: Discover no longer does stop pays. Any prior stop pay has been cancelled since January of 2026.
True
Why are some CM's account numbers changing this month, according to the recent update/link'd article?
"We are sending cardmembers new cards as we make system updates on our end. This card will work the same as your current card."
Can you activate cards via ABC chat if verified?
If customer is post-login verified or ABC verified, yes you can activate cards.
True or False - CM states there is an unauthorized transaction on the account. You can see the merchant has charged them in the past but you don't address it. This is a defect.
True.
When a chat is assigned to you, what is one of the first steps you should take?
Review conversation with DVA, CM initial message to open chat, PROBE for understanding.
Who on the account will 100% receive new cards once their account is migrated over to capital one?
SCM's and AU's.
Does an ANR account need to update their mobile wallet?
Yes
Can you handle a CBR via ABC chat?
Agents cannot handle Credit Balance Refund (CBR) ACH/electronic requests via ABC. Advise to message or call in.
If the CM doesn't provide specifics to why the transaction is unauthorized, what should we do?
Probe to see why they're trying to dispute it.
What is the guidance when a CM requests a Promotional APR?
Use the Promotional APR article to guide CM to discover.com/myoffers
What's important to let the CM know when they ask about eBill being cancelled?
eBill is NOT the same as BillPay, BillPay is still a feature than can use per their banking terms.
Is the recent/upcoming ANR due to a security breach or compromise?
"No, this is not due to a security breach/ compromise."
Are you allowed to assist ABC chats with login assistance requests with invalid/missing email address on file?
No login assistance can be provided.
T OR F. If the transaction is 500 dollars or more, OR there are multiple transactions (not recurring or subscriptions) and not from the same merchant, we transfer to billing.
False, they go to CPS.
CM is having trouble logging into their online account to review their transactions and make a payment to their Secured Card Account. Would you handle the CM's inquiry, or do we transfer the chat to Level 2?
Messaging Procedures - Level 1 can assist with Account Center Logins AND answer general Secured Card questions.
Level 2 would handle specific Secured Card inquiries in Messaging, e.g. Secured Card Graduation, Review of account and Security Deposit refunds.
When an account transfers to Cap1 systems, where can they find information on making upcoming payments? What methods of payments do we know they will be able to make?
Their statement will provide them with information on mailing in payments, calling in to make payments, and/or going online for payments.
Approximately how many days after the letter is sent, will the previous card with the old account number no longer be usable?
21 days
If ABC chat comes in and they are asking about secured card security deposit disputes, do you handle it ?
Advise to self-service or call in.
Advise to reach out to merchant if we already haven't. Let the CM know that we cannot take action on a transaction until it's fully posted. Give guidance on how to dispute the transaction online once it's posted and/or call in once it has.
TP states customer is using TP's bank account information without TP's permission and wants it to stop, refer TP to ___ ____.
Their bank.
How do we know when a CM is calling in about a migrated account? Ergo, we need to refer them to cap1. Looking for TWO answers.
Card number starts with 6011-24. They received communications we can refer to the doc to confirm are related to the conversion. They are positive they have a Discover card but we cannot find them in our system. Orion displays a notice stating the account may have merged.
What feature is unavailable until they receive their new card and activate it during the ANR process?
Cashback Bonus to Shop with Points on Amazon.com / PayPal
Can you service ABC for OOB (Stronger Authentication – Online Security Code Validation) ?
eSolutions will allow a code to be sent to an email address however, for security reasons this option should not be selected for Messaging/ABC.
Name four probing questions we should ask if the CM doesn't proactively give us the information or provide it to DVA.
1. Merchant name, date, and dollar amount.
2. If they have lost their card.
3. If anyone has access to their card information.
4. Have they reached out to the merchant?
T or F. It's an op risk if CM asks about their rewards and we do not provide them with how their account earns rewards FULLY. Meaning, 1%, 5%, etc.
T