.

Once an account reflects as suspended in Huawei/Mobile Money follow the below Steps: 

SENARIO: Customer states that they receive a message advising that their account has been suspended.

Step 1. Verify the customer account in Mobile Money

Step 2. If the account status reflects as suspended as seen below

Step 3. Gather the below information from the customer using the ‘Suspended Account – Card to Wallet’ template in Freshdesk. As seen below: 

Information Rec'd From Caller - 

Caller Name:

Account (Phone) Number:

TRN:

Was the Caller able to Verify Account KYC:

Yes / No

2 Additional Questions:

Q: What is your account balance? R:

Q: Can you confirm you last transaction? R:

Has the customer used the Card to Wallet Feature in MyCash Wallet?

Response:

Transactions requested to be verified (make up on transaction – customer should verify incorrect transaction):

1 -                   R:

2 -                   R:

3 -                   R:

4 -                   R:

Customer uses multiple cards?

R:

Last four digits of cards used:

**

**

**

Notes on Customer behavior/interaction:

Step 4. Once the above information has been collected, advise customer of the below:

"Thank you for bringing this to our attention. We understand the importance of resolving any inquiries or concerns as quickly as possible, and we appreciate your patience during this process.

Our team is diligently working to assess your account thoroughly, and we anticipate providing you with a response within the next 60 days. We apologize for any inconvenience this may cause you, but we assure you that we are doing our best to expedite the review and provide a resolution."

Step 5. Re-assign the ticket to compliance as we await an update within the advised timeframe. 

Step 6. If customer calls back and the 60-day timeframe has passed; locate the ticket assigned to compliance and advise the customer of the below and send via email: 

"Thank you for reaching out to us regarding the investigation of your wallet transaction. We understand your frustration and apologize for any inconvenience caused. As you may recall, our initial investigation period for your case has ended. However, due to the complexity of the investigation, we are unable to provide you with an update at this time. We assure you that our dedicated team is working diligently to resolve this matter as soon as possible.

While we understand that this situation has taken longer than expected, it is crucial to ensure a thorough and comprehensive investigation to protect both our customers and the integrity of our services. We appreciate your patience and cooperation in this matter. In the meantime, please rest assured that the appropriate steps are being taken to investigate your account thoroughly. We will contact you immediately once we have any relevant updates or resolution regarding your wallet transaction."

Step 7.  Add a private note to compliance advising that the customer has called back for an update given that the timeframe has passed and request an update on the way forward from the compliance department.