Messaging
Cm messages in to close account, they ARE retention/esign eligible.
Transfer to LVL 2
CM calls in and says that their account is locked, you see that the password is being entered incorrectly. What do you do?
Handle the call, verify user id/email, unlock account and then send temp password. Have cm check for email and that they can get in!
CM calls in about recurring charges on the account that they want cancelled.
Guide cm to contact merchant. if unsuccessful have cm contact BILLING
The POA is calling in and wanting access to the online account, the PCM is NOT available
Cm messages in they cannot log in, what do we do?
Send the Can directing them to message us through the APP/website or to call in.
CM messages in and is wanting a lower APR, they are NOT APR or esign enrolled
DO NOT TRANSFER, you handle this!
Cm calls in needed to change phone number and email address to receive security codes, to log into their online account. What do you do?
Change contact information> have the cm try to log in, if contact information is suppressed (greyed out and italicized) COLD CONNECT TO CPS, after memoing the account.
Cm lost card and is seeing multiple charges coming through
SEND TO CPS
the cm is having trouble REGISTERING their account online...what do we do?
DO NOT TRANSFER- you can complete the registration on your end.
Cm is authenticated and has questions about a bank account. Where do we send them?
Trick question- we advise them to message in or give us a call.
Cm is having a hard time logging in, after noticing the cm is using the wrong password, you send a temp. The cm is still having troubles with the password.
You can handle! Unless there is an error message. You can try a few more times to get them logged in. If that still fails get to LVL 2
AU is wanting to get into the online account and the PCM is available. What do you do?
Keep the call, ask to speak to the PCM, read the disclosure in eSolutions. Assist with getting into the online account.
CM made a charge and thinks that they have been scammed.
Contact the merchant since charge is pending, if unsuccessful send to billing.
Cm is having issues online getting a BT to be submitted... what do we do?
(messaging)
Have them try different device, check to see if contact information is missing. Have cm call in if problems continue
cm is wanting to change card types (rewards)
Handle front line! let them know rewards conversions are not available at this time and offer to review the rewards type they have now.
CM says he requested a temp password and it still is not letting them into the online account. What do we do?
KEEP CALL- offer to send a different temp password, write it down and help the cm to ensure it is typed in correctly or guide the cm through forgot password. If all attempts fail then transfer to eSupport.
Cm buys $1000 worth of gift cards from dollar general because the police told them too.
Every time the cm logs into the online account and the app, they are being told the page is temporarily unavailable.
Send to lvl 2
Cm is new to Discover and never received their card, what do we do?
Welcome them to Discover. Then advise them to give us a call to have the card investigated and a new card sent.
PCM is trying to log into the website and is getting an error message but is able to log into the mobile app.
Send to lvl 2
Cm is calling in to let us know there are charges on their account that they do not recognize, upon asking questions, you learn the charge is pending and they HAVE worked with the merchant before. What do we do?
KEEP THE CALL- ask the cm to contact the merchant and once the charge has posted, if the merchant is unable to help, then have them reach back out.
An "authorized user" recently removed bought a PS5 on the card (online). PCM had no idea this had happened.
KEEP THE CALL- apologize and advise that they get the card, they are still responsible for the charge in question and we can offer to change account number
Cm wants more information on the good grades rewards and how to submit them.
use the cans in fresh (for the guidance piece too)
The authentication is not working. Its the first time they tried. What do we do?
Keep the chat; ask them to try again and ensure they log out of the app first before authenticating. If that does not work have them message directly on the app or call us.
cm wants to close account, you see that they are retention eligible but not esign enrolled...
Transfer to Lvl 2. They do not have to be esign enrolled for closures.
cm calls in they are 50 days delinquent and need to update their contact information. What do we do?
Update the contact information then Transfer to CMA.
Cm has multiple unrecognized transactions on the account. Where do they go?
CPS
Cm is messaging in about Disaster Benefits what do we do? (3 steps)
Cm wants to know how they can search transactions online. Where do we send them?
Keep them frontline and send the mobile Search Transactions can.
CM messages in stating they need to close their account due to moving out of the country. You see that they ARE retention/esign enrolled.
One of the 4 d's we handle front line, you CAN close the account. (deceased, divorce, departing the us, delinquent)
CM hasn't been able to log into their online account for months, they have the correct user ID and password, but get an error message each time they log in. What do we do?
SEND TO ESUPPORT
a TP calling in to dispute some unauthorized transactions.
SEND TO CPS a TP can dispute charges as long as the caller knows they are unauthorized.
CM wants more information on when they can expect to see there credit from referring their friends.
Send guidance cans on how long it can take and when they can expect to see said credit. (cans in fresh)
Cm is messaging in regarding a posted BT. It has been 8 days and the creditor still has not received the funds. Where do we send them?
Advise the customer to message or call since the Secured Form is not in ABC.
Card member messages in wanting to link their account with Zelle to send money. What do we do?
Send to DEPOSITS
Cm is trying to log in but is getting a notice that their user ID or password is incorrect. You do not see a failed attempt and they confirmed the User ID is correct. What do you do?
Ensure they are on the credit card side of the website and that credit card is selected in the drop down when attempting to log in. Have them try to log in with their current user ID and password. If you then see a failed attempt get send a temp password if needed.
Cm calls in to update contact information, check available balance and get a new card sent out. You can hear a lot of background noise and the cm sounds hesitant over information being provided. (You deeply believe its a FRAUDSTER)
What could it mean when eSol shows no userId but the cm has been logging into their account online and is set up with SSO.
That they link'd accounts using their bank login id
Cm wants a credit balance refund of $1000 sent to their bank account. What do we do?
Advise them to message via the app/website or call in.
CM messages in asking when they can use their card again, you see that they are suspended. what do we do?
Handle the conversation. You can let them know when the account was last reviewed, if the cm has further questions transfer to CMA
CM calls in asking why the available credit hasn't updated after making a payment. Upon review you see their payment is on hold. what do we do?
Inform them that payments can take 8 business days to post, if the payment has cleared the bank send to the payment review team (kitenet).
Pro tip: read the talk off in the Kitenet doc.
Send to billing resolution
If the CM needs a 5% adjustment for a previous quarter what actions should you take?
If the transaction is listed and you can make the adjustment please do, if not get them to Sup Gate for the adjustment.
TP is messaging in reporting a death of a CM. What do we do?
Direct the individual to message us or call DAS.