Cases and Disputes vs Complaints
Payments
Interest
Transfers
Bonus
100
I was charged $350 for a purchase but it should have been $200.
What RA will you use?
Receive Notification of Transaction Dispute
100
Where do you locate the release date for a payment hold?
Payment & Interest center
100
What is interest?
UD | JOB AID | Interest
The rate charged for the privilege of borrowing money.
100
I want to speak to a manager.
Where do you transfer?
Transfer a message/chat
Tier 2.
100
What are the types of cards that Apple Card offers?
RA: Job Aid | Apple Card Types
Physical
Digital (Apple Pay)
Virtual Card
200
The Daily Cash credited should have been $5.75, but was only credited $2.75.
What RA will you use?
UD Servicing | Receive Daily Cash Error
200
Customer is stating they scheduled a payment for $200 but we took a payment for $2000.
What RA will you use?
UD Servicing | Create payment error case
200
Customer is stating the interest is not calculated correctly on the statement or account.
What RA will you use?
UD Servicing| Create Interest Error Case
200
What is this Apple iTunes charge for?
What do you do?
Transfer to Apple Billing and leave summary notes
200
How do I avoid interest?
Paying the full monthly payment by the due to date to avoid being charged interest.
300
The daily cash adjustment for my return to ABC merchant is incorrect
What RA will you use?
UD Servicing | Receive Daily Cash Adjustment Case
300
I'm chatting in to process a payment.
What is your next step?
Walk the customer through on how to make a payment through the Wallet App.
or
Advise the customer to call in since we are unable to process payments over chat.
RA:
WALKTHROUGH | Make a Payment
UD | Schedule one-time payment
300
I ordered an Apple iPhone 15 but I am being charged interest? I was promised it would be interest free.
What RA will you follow?
UD | Move balance to Apple Card Monthly Installments
300
I want to know what my APY is.
What do you do?
Transfer to savings, (highline - HL).
300
What is trailing interest?
Interest charged on your remaining Apple Card monthly balance that accumulates between the billing statement date and the date you pay the card balance in full (only applies if you carry a balance from month to month). The customer may also call this "Residual Interest."
400
Customer states they paid off their account but we reported a $2500 balance to the credit bureaus.
What RA will you use?
UD Servicing |Receive Direct Credit Bureau Case
400
What can cause a payment hold?
Insufficient funds
First payment
First time using payment method
Previously had a payment returned
Payment made by check
Payment frequency and amounts
400
I want to remove the interest charge from my account, how much interest can you credit?
What RA will you follow?
RA: UD | Request to waive interest charges
and
Up to $25.00
400
I have a declined transaction that I did not authorize.
Where will you transfer?
Fraud: UD | JOB AID | Transaction decline
CAUTION: If a customer is contacting about a declined transaction they claim they did not authorize, warm transfer to Fraud
400
I want more than $25.00 interest.
What do you do?
Customer does not accept partial waiver of $25: escalate (warm transfer) to Tier 2
500
I want to speak to a supervisor !
What action will you take?
Level 2 Complaint
500
How long does it take a payment to post?
Review the release date since it can vary.
500
How many times can I request an interest Waiver?
One interest waiver may be applied per user account per year (365 days)
500
I cancelled my transaction with the merchant, why is it still pending
What do you do?
Set expectations with the customer: Pending transactions can take 1-3 business days to be finalized. I can transfer you over to another specialist if you would like to dispute the transaction just in case?
RA: JOB AID | Pending Transactions vs Posted Transactions
500
What is my email address on file?
What do you do?
Never provide the customer their personal information.