Category | Use Cases | Eligibility | Process | Comments | SLA |
Fraud | Unauthorized card transaction -Fraud | Customer calls in to complain of an unauthorized use of their credit or debit card. | Frontline will collect relevant information from the complainant to conduct our internal investigation:
1. Date Of Transaction
2. Disputed amount debited from card
3. Name on account- Cardholder
4. First six and last four digits on the card
5. Telephone number of complainant for follow up if necessary
6. Customer will be instructed to contact their issuing bank for further assistance and or refund using the script provided.
Information will be sent on ticket to BO for CRO to investigate and identify responsible MyCash account holder.
CRO will reassign ticket to Compliance with findings to include:
1. FAC transaction extract ( to include transaction date, card number, amount, response description)
2. Huawei transaction extract ( to include transaction date, Receipt no., Date & Time, Withdrawn amount, Opposite Party -Acc holder & No)
3. Compliance will review and suspend account if necessary to prevent any further transactions from taking place. | If customer's first point of contact is to the Back Office. The CRO will follow the guidelines set out for the Front line agent and escalate in the same format- i.e. preparing the relevant information for Compliance to review and action.
Any information required by the issuing bank will be handled and sent only by Compliance. BO will support the gathering of this information. | Responsible account should be suspended within 24 hours after compliance receives the information from BO based on review. |
Script
We understand the importance of resolving this issue as quickly as possible. Paymaster will conduct our own investigation into the matter.
However, please report the issue to your card provider, and they will also do an investigation. Any refund to your account would be facilitated by your bank, as they approved the transaction. If the bank should contact us, we will do whatever we can to support the investigation. Once again, we apologize for any inconvenience this might have caused, and hope that this will be resolved in the shortest possible time.
ADDITIONAL INFORMATION:
If customer states that bank is requesting information from Paymaster, advise the below:
To ensure that your concerns are properly addressed, I kindly recommend that you reach out to your bank. They are well-equipped to facilitate communication between us and can assist you in obtaining the necessary information in a secure and appropriate manner. we are unable to directly share certain details with external parties. Thank you for your understanding and cooperation.
Note for similar ticket: If any bank needs more information from a customer regarding a transaction that is for the customer to provide, if the bank requires information from paymaster, they will reach out to us directly.
