Complaints
What are the three questions you ask when filing a complaint.
What did the client say?
What did we find out?
What did we do/resolve?
Do we place a DR or a DQ first when unblocking the card?
DR
What do we use bolt for?
Filing claims and checking existing claims!
What does ACH stand for??
Automated Clearing House
Alfredo states that there is a Walmart.com charge for $500 dollars that they never authorized.
Fraud
Client states that they waited 50 minutes to reach someone, what complaint is this??
Wait Time
What is the difference between FR Block & FR reissue.
FR block closes out the card.
FR reissue closes out the card and reissues out a new one.
Do we ask the client the "employee action questions"?
No
What is the common difference between ATM/Debit and ACH transactions?
ACH uses account & routing information
ATM/Debit uses the debit card number
Jessica went ahead and bought a sweatshirt online for $50.00. She the next day saw 20 charges from a different merchant for 10.29 each.
Fraud
What is the tool we use to file complaints?
CQC or Complaint Quick Capture
When reviewing transactions in flash, which ones do we go over?
The flagged (blue) transactions and one below and one above.
Can you place a stop payment within bolt?
Yes you can!!
How long does a Credits Only restriction active for?
180 days or 6 months
Latoya had a transaction for $3,000 at Walmart for gift cards. She claims that Bank of America called her saying that she has to pay off $3,000 to prevent the fraud on her card.
SCAM
If the client complains about a service that we have to transfer to another department for, do we capture the complaint?
No unless the department is closed.
What disposition do we place when a client hangs up mid way through verifying transactions?
Pending Call Back
If you file a claim and don't verify the address is it a critical to process fail?
Yes its a critical to process fail if you dont verify the address.
VERIFY VERIFY VERIFY!!!!!
When placing an Credits only restriction, what main system do we use to place it?
FLASH
Chris went ahead and ordered a lamp from amazon. It came in broken and he contacted amazon for a refund. They did not give it to him.
Billing Dispute.
When a client says a complaint, what is the first thing you should do?
Acknowledge the client
When you select Confirmed fraud - reissue already completed, what happens?
The alert is closed and the card is closed if it has not been. No new card is sent out in this disposition.
Why do we not set up expectations for credits for clients when filing a claim?
:)
When a credits only restriction is placed on the account, when can the client remove it
At anytime but inform them if we do remove this restriction more fraud could occur.
Bob had a Netflix subscription that was legitimate but was canceled on 7/1. Netflix still billed the Bob on 7/5 and Bob said "I canceled this is not authorized!!"
Billing Dispute