Account Closures:

 

We should always attempt to discourage the closure and encourage the user to maintain the wallet. We will engage with the customer by phone, to understand why they would like to close the account, and perhaps further explain the product and clear up any misunderstandings about MyCash and Paymaster (We will call customers making the request by email). In addition, we will advise the customer of the current MyCash promotions. If the customer still wants to close the account, then we follow the necessary steps.

 

Process for customers who call the customer care line requesting the account to be closed:

  • After KYC validation, the front-line Agent must ensure they:   
    • Retrieve the reason the customer would like to close the account. 
    • Ensure that the customer understands what the wallet is. 
    • The Agent should highlight the benefits of wallet & current promotions to the customer.
    • If the customer still wants to proceed with the closure, the Agent should also capture the reason(s) and have it explicitly stated in the ticket.
    • The Agent should also check if there is a balance in Huawei and inform the customer that all funds must be withdrawn from wallet before the request can be processed. 
    • N.B: If the Account has a balance of $JMD $30 or less at the time of account closure, MyCash will not return the funds but will close the account 
    • The Front-line agent will ask the customer to provide a picture of the ID and TRN.       
      • The ticket status should change to “Awaiting Customer” until the balance is cleared & the KYC documents are provided. 
  • Once the documents are submitted via email & the balance is cleared, the ticket should be reassigned to the BO Supervisor in an 'Open' status. A private note should be added with the necessary documentation (ID, TRN & wallet holder's phone number) to assist with the account closure for the BO team to review the account.
  • The BO Agent should advise on the ticket once the account closure request has been completed. 
  • The front-line team should advise the customer that the account closure has been completed & resolve the ticket. 
  • The SLA for account closure should be 2-3 business days.