General
When closing an account based on a written document, what words would prompt you to call the customer first?
What is Cancel, not close.
Narrative: Phone- CX had called because it said that the business applications was declined. I transferred the CX over to T2.
Application
Narrative: cx inquires abt notification, no do not recognize charge, transaction marked as fraud, call transferred to fraud, gas station, Queen Street Exxon, $175 agent Salena fraud, call close,
Root Cause - No Bank Error
Resolution Notes: **T3** Complaint XXXXX customer wanting to withdraw dispute, verified merchant credit 7/5 for $259.44 posted, pending withdraw request is showing in Pega from last month. Sent email to Cookie Pega Disputes requesting to withdraw dispute D-44XXXX since cancellation request is past due. NFAN closing complaint
What is the Resolution?
Closed w/ Explanation
Emails are not actions
If we have agreed to offer the customer a Goodwill for $45.00 what is the process?
1. Send email to manager distro email with template requesting Goodwill approval. - Provide good detail of why we owe the amount offered.
2. Receive email back with approval or denial. If denied, call customer and notify of reason why
3. If approved, create Goodwill case to have amount provided to customer and contact customer to advise.
Narrative: AO said he's going to make a big purchase a company name Dragon fire for around $7000.00 they make cabinets. AO also said he will like his credit limit increase on his card
Credit Details
Narrative: Customer called in stating that he cannot add his routing and account numbers. He stated that hes had that routing and account number for 30 years and doesn't know why we cant accept it. He stated he wants someone to reach back to him in regards to this issue so it may be resolved before his next payment due date. He is receiving the error message of ["[{\"code\":10008,\"message\":\"External account with personId=ABCED65433HIJKL12345MNOP already exists for externalAccountId...
System Error
Narrative: CSAT Comment - Mailed a payment that wasn't received yet. Made ANOTHER large payment. No offer to remove late payment.
Agent explained payment not received.
Closed with Explanation
Narrative: The customer is not receiving their statements via email. I checked delivery status and it does not show anything.
What is the issue?
What is the customer has not agreed to e-sign and set the preferences to email.
CSAT Comment - Although I could see the transactions of purchases on my phone account which I called to question, he stated he did not see the other transaction I was questioning. Therefore, my concern was not settled or resolved.
Transactions & Statements or Account Management
Narrative: Cx cant get Id uploaded from email, receives an error message when clicking the link. Xferred to T2
System Error
T3, Complaint XXXXX placed OBC to customer and addressed their card inquiries and requests, Customer requested a dispute for the transactions on the account. I assisted them with disputes D-XXXX, D-XXXX. Customer asked to close the account, I read the verbatim and got manager permission for GARCBA. Account is closed. Customer agreed to terms nfan
Closed w/ Non Monetary
Disputes would only be monetary relief if we take a loss / write off
What information is required when adding an AU
Narrative: customer called because his card is declining , it shows a balance of zero and the available balance is showing only 300 dollars when it should be 2,500 ,
Transactions & Statements
Narrative: AO Howard called to see what the cash advance limit to $900.00 the AVAILABLE CREDIT $18,000.00.Can I request an increase to my cash credit limit? No, at this time we do not offer cash credit limit increases. CX wants to know why the cash advance was more on Capital One. CX now wants to speak with a supervisor transfer to Tier2
No Bank Error
Complaint AXXXXX - T2 created Payment Dispute ID XXXXXXX, OBC explained to CX that we will review the dispute and contact him via email with outcome within 2 billing cycles. NFAN.
Closed w/ Non Monetary
Narrative : cx is complaining that attorney will handle so contact them so created L2 and attributing doc 914_3_106_081322_1of1.pdf
What should you do?
Review the document and update attorney info as third party. Also, Add Cease and Desist flag on account.
Narrative:
AO called in asking for assistance with a payment.. I submitted an payment. He confirmed he will be sending an check to pay the remaining balance. AO needs an update on when the Lock on his account will be lifted. The last time he spoke with an agent was a few weeks ago. He just wants to view his account on his own.
What is Account Management
Narrative: Customer transferred to T2 due to previous agent cancelled his card and could not figure out how to order a new one and no TM was nearby. CX advised he had only called in and asked what to do if his card was lost. He did not want the card cancelled. Assisted customer with ordering new card and apologized. Call ended Naturally.
Agent Error.
Narrative: Customer said he was not able to use his old card to take advantage of the promotion and when the new card was received, the promotion was over. I advised he could have used his virtual or digital card. Customer said he will close account.
- We provided a 50.00 Goodwill credit to the customer
Closed with Monetary