Complaints Procedure

About

EFFECTIVE DATE: 05 Aug 2023

👥 Roles & Responsibilities

🧰 Tools

• Platform to store Complaints - Salesforce

• Reporting - Salesforce

• Webform to Submit Complaints - Sharepoint

📑 Process Steps - All Complaints

1. Complaint arises from a user

   1. Agent attempts to resolve the complaint

   2. The agent collects the following pieces of information from the user:

      1. Users first and last name

      2. Users preferred phone number

      3. A detailed description of the customers concern, including actions taken to attempt to resolve the complaint

   3. If the agent is able to resolve the complaint, a complaint is created through the webform

   4. If the agent is NOT able to resolve the complaint, a Team Lead is contacted and requested to resolve the complaint

   5. If the Team Lead is able to resolve the complaint, a complaint is created through the webform

   6. If the Team Lead is NOT able to resolve the complaint, a complaint is created through the webform for the CXRF Team to attempt to resolve

Process Complete

🗺️ Process Map - All Complaints

📑 Process Steps - Unsubscribing

1. Request to unsubscribe the users email address is requested:

   1. If the user is receiving emails which should be directed to a different user, we follow the Fraudulent Claims process.

   2. If the user claims they have previously requested to unsubscribe from our emails, a complaint is submitted with the Complaint Type as Marketing Issues - Unsolicited

      1. Once a complaint is created, an email is sent to Valorie Dodart for the email address to be unsubscribed

   3. If the user is requesting to remove their email from our email list, an email is sent to Valorie Dodart to be unsubscribed

🗺️ Process Map - Unsubscribing

📑 Process Steps - Fraudulent Claims

1. If a user submits a complaint that they have fraudulent activity on their account, agent gathers personal information from the user

2. If the personal information matches, a complaint is submitted and the ExtraCredit_Fraudulent_Account_Claim macro is sent to the customer

   1. User fills out the Identity Theft Victims Complaint and Affidavit form

3. If the personal information does not match, a complaint is submitted and the ExtraCredit_Fraudulent_Use_of_Payment_Method_Claim macros is sent to the user

   1. User fills out the Fraudulent Use of Credit or Debit Card Affidavit

🗺️ Process Map - Fraudulent Claims

📋 Related Policies

🗄️ Version and Change History

PASSPORT