VOC:

  • When I am trying to save my account details it showing failed because my name on pan card in short

  • Hello i am not able to withdraw money due to Pan incorrect details..please verify my pan details correctly 

  • Sir, my IFSC CODE does not support your rummy culture side.Why ?? 


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 transaction details in Freshdesk, including fields like HC Txn ID, HC Txn Amount, HC Txn Created Date, and the KYC status on the CRM/Help Center. Validate this information with the user at the start of the call.

  3. If KYC is not verified: Inform the user that KYC needs to be verified and guide them through the verification steps.

  4. If KYC is verified: Request the user to provide a screenshot of the error. Discuss the issue with the floor supervisor, raise a JIRA ticket basis the RCA.

  5. Before raising a JIRA, check with floor supervisors if one has already been raised. 

  6. Once a resolution is received from the tech team, respond to the user via email or, if the user is contacted via phone, communicate the resolution provided in the JIRA."


Agent Response:


"Hi, this is [Name]. You requested a call-back regarding your withdrawal inquiry. I see you've mentioned that you're unable to place a withdrawal request. Can you confirm if that’s the issue?"

<Wait for the user to respond>

"We apologize for the inconvenience. Let me quickly check the reason for this."

<Check if the user has completed KYC. If not, follow the script below:>

"Sir/Ma'am, I see that your KYC is not completed. Kindly complete the KYC, ensuring that the PAN and bank details match. Once your KYC is verified, you’ll be able to place a withdrawal request.”

<If KYC is verified, and the user is unable to place withdrawal request on the app>

“Hello Sir, request you to share a screenshot of the error that you are experiencing on the Rummy application when you are trying to place a withdrawal request to support@brand.com”

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


MTRC:

L1: Withdrawal Related

L2: Unable to withdraw

L3: KYC Issue