When you create a complaint ticket, reference this article to know which complaint category to choose.
You can see the complete list of complaint categories, here (you must be logged in via your Momnt credentials to access): https://docs.google.com/spreadsheets/d/1rSD_1zQTJs58pPk65Lkpz1jQOjEzyHJY8JPJQS-sVFg/edit?usp=sharing
Some of the most common categories:
Account Closing/Canceling: If there is a zero balance, you can close the account in the EP, and then send an account closure email. For accounts with a balance - Any agent can communicate with customer that the cancellation process begins with the merchant. However, if the customer has already tried to cancel with the merchant with no success the agent would create a ticket for EA to handle.
- Note that if a customer wants to close their account because they think that is the way to stop merchants from transacting with them, they may not realize that all transactions must be authorized by the consumer--it is impossible for the merchant to put any further transactions on their account without the customer authorizing those transactions.
- If a customer makes a statement to you that they do not plan to pay the loan, the customer should be advised that the loan balance is still due even if the account is closed from further transaction activity. Read this help article for more on closing customer accounts.
Fraud/ID Theft: Complaints relating to allegations that the account was opened fraudulently, or unauthorized transactions were conducted on the account. Examples: customer alleges that the merchant filled out their customer information for them; customer states they never took out the loan and feels they were the victim of Identity Theft.
Merchant Contract Dispute or Merchant Non-Responsive (Service delay, cancellation or dissatisfaction). Complaint that the merchant is non-responsive or that there is a delay or dissatisfaction with the work performed by the merchant.
Refund Request: Complaint for the merchant to refund the loan or part of the loan. For refund requests, please always let the customer know that we support them and are here to assist, while also encouraging the consumer to work with their merchant wherever possible to find a resolution. Note that the fastest way for a customer to receive a refund is through their merchant; closing the account makes it take longer to process a refund if a refund is approved because we have to go through alternate payment channels.
Customer Fee Dispute: Use this category if the customer was given a late payment charge or other fee that they are disputing.
There are additional categories, but these are the most common categories. See the link in this article to the complete list.
You may also need to send the customer a follow up email. Here's how to send an email in Live Agent.