Old Account: 10 Business days  ( Less than 30 days) 

New Account: 20 Business days ( Funding month to month) 

2 Types of bank

Go to bank
Legacy
 

4 Fraud reasons

Card Still in possession- CH states that there are Unauthorized transaction and the compromised card is with them

Card Lost-  CH states that there are Unauthorized transaction and the 
compromised card was lost

Card Stolen-  CH states that there are Unauthorized transaction and the 
compromised card was stolen 

Card Never Received- Card Nerved received yet 

 

Expedited Delivery-   Express 3 business days  ( dasig ma deliver)  

Standard Delivery - 7 10 business days 

 

LEGACY  CARD AFTER THE REPLACEMENT GO TO  >>TRANSACTION>> FEE>> REVERESE 

 

CALL FLOW

• Greetings > energetic
• Empathy > emphasizing cx emotions
• Framing statement > agent's agenda

Verifications / Authentications

5 points :
• Full name
• Phone number
• Last 4 digit of SSN (Social Security Number)
• Mailing Address
• Date of Birth

 

Go2Bank Lettering:
•A - High valued customer
has waive fee
check notations to know how many waives was used.
maximum of 2 waives of delivery fee the cx can use.
If downgraded in letter B, use the standard delivery.


Take note: If there is incorrect information the ch gave, try to ask them their previous phone number, or what is the incorrect information given. If still the same, try to ask them to look for their information in their online account. If they said, they didn't remember, refer them to customer service.

•Backtrack 13months for previous transactions

•Legacy account
UT related card blocked -Take action > Card Status > Blocked B5 > Disputed Transaction
UT-CH got disconnected

•GO2BANK
Take action > Account Status > Locked > Status changed by CSR manual
UT-CH refused card replacement

SSO- CHECK THE ONLINE ACCOUNT


* How to block a card (LEGACY)
Check the status of the card > go to card status > select block (b5) > Disputed transaction > UT / Call got disconnected.

 * How to block a card (Go2Bank)
Check card status > go to take action > click account status > select Locked > status Changed By Csr (manual) > UT / call got disconnected / ch refused card replacement


SUPPORT
 G2B GO2BANK SUPPORT EN
GDC GD DISPUTE EN


FOR REQUEST DOCUMENTS ( ANOTHER TICKET) 
RECEIVE 10 BUSINESS DAYS

CARD REFERENCE- 16 DIGIT NUMBER