Shared note

OPENING SPIEL: Hi, Thank you for reaching us at Crypto.com. I will be happy to assist you.

FOR INFO SHARING: I can not share any account-specific information until, we make sure that you are the actual account holder.

TRANSFER/ QUEUE REASSIGNMENT: I'll be handing over your concern to one of my colleagues to further assist you.

PROBING QUESTION: So that I can better understand your situation and better assist you, can you please provide a specific information regarding with your inquiry

AFTER SENDING LAST 4: Thank you for the information, please give me a moment to confirm this.

FOR INCORRECT LAST 4 DOCUMENT I'm sorry but it seem the last 4 characters of the document you have provided is incorrect, please provide the correct information. -Please provide the last 4 characters of the ID you used to register with us.

FOR SWITCHING SOURCES: Hello , as your are no longer in the app and is using your browser please try using the in-app chat or providing the last 4 digits of your phone number and the last 4 characters of the identification document you used when you registered with us.

ESCALATE: c OFFER EXTENDED HELP: Is there anything else I can assist you today? Thank you! A member of our team will get back to you.

DUPLICATE ACCOUNT: total:0, no data= no duplicate account totla:1, masked= there's a duplicate account total:1, none= deactivated account

As I can see, you have been refunded already. Please provide a bank statement as proof of non-receipt of the funds.

Can you please provide the email address associated with your account?

It seems that we have a duplicate conversation. I will close the co=hat on my end. Please continue to assist the customer. Thank you.

Can you please provide the email address associated with your account?

WAITING FOR UPDATE: Unfortunately, I'm still waiting for an update regarding your concern. Please give us more time to work on it. I appreciate your patience.

Allow me a few minutes to look into it for you. cAllow me a brief moment to check your account. Allow me a few minutes to check this for you.

Issue: email change req // duplicate account closure Action Taken: sent identification via ops // open ticket for duplicate acc closure Next Steps: waiting for cx response Links:https://mcoproduct.atlassian.net/servicedesk/customer/portal/20/CS-1373447?created=true

Issue: card application rejected Action Taken:raised kyc escalation cx provided SSN and POA Next Steps: waiting for team's response Links:https://mcoproduct.atlassian.net/servicedesk/customer/portal/20/CS-1378456?created=true

Issue: card application Action Taken: raised to kyc escalation Next Steps: waiting for team's response Links: https://mcoproduct.atlassian.net/servicedesk/customer/portal/20/CS-1378888?created=true