VOC: 

  • I had placed a withdrawal request, why has it not been credited to my account yet?

  • Why is there a delay in the withdrawal amount?

  • Why can I not see my withdrawals in my account?


Action Steps:


  1. Ensure strict adherence to due diligence in order to avoid disclosing any details that would violate the authentication policy.

  2. Review the Help Center transaction fields in Freshdesk (such as HC Txn ID, HC Txn Amount, and HC Txn Created Date) and the KYC Status on the CRM / HelpCenter. Validate the same with the user in the beginning of the call.

  3. Check the withdrawal tab in the CRM and locate the transaction by amount or date, as raised by the user through the Help Center.

    1. If we are unable to locate the withdrawal transaction on CRM - Confirm whether the user has raised the correct withdrawal transaction via the Help Center. If not, investigate the correct transaction the user is experiencing issues with

  4. If the ‘status’ against the withdrawal id is ‘RETURNED FROM BANK’ , inform the customer that the amount has been credited back to the Rummy account wallet and the customer can place the withdrawal request again.

    1. If we notice that the withdrawal transaction is being reversed multiple times for a given withdrawal instrument, advise the user to try using a different bank account or UPI


Agent Response:


"Hi, this is [Name]. You requested a call-back regarding your withdrawal inquiry. I see that you initiated a withdrawal on [Date] for an amount Rs. [XX]. Can you confirm if this is the transaction you're referring to?"

<Wait for the user's response>

"Thank you for confirming. Upon checking your account, I see that the amount was credited back to your Rummy account due to issues with the bank's server."

<If the amount is still available in the withdrawal balance, continue with the following>

"I can confirm that the funds are currently available in your Rummy account. You may go ahead and place a new withdrawal request at your convenience."

*This response is indicative, the response is subject to change based on the actual issue identified!


MTRC:

L1: Withdrawal
L2: Money withdrawn not showing in bank 

L3: W/D returned from bank