VOC: 

  • My withdrawal is stuck

  • Why is there a delay in my withdrawal

  • I have not received my withdrawal amount yet.




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. The agent should check the withdrawal tab in the CRM to review the ‘Status’ of the withdrawal. If the status is ‘Submitted to Bank,’ the agent should also check the ‘Updated At’ time to determine whether the withdrawal transaction is within or beyond the TAT

Note* TAT = Time elapsed from the ‘Updated At’ time to the time the user has contacted customer support

  1. STB W/D Transaction Within 3 hours( within 3 hours from ‘created time’) 

Inform the user to wait for 3 hours from the time the withdrawal request was placed or from the 'created time.' While 99% of withdrawals are processed instantly, delays can occasionally occur due to bank processing. If the amount is not credited to the bank account after 3 hours, ask the user to wait for up to 3 working days for the bank to process the transaction.


MTRC: 

L1: Withdrawal

L2: Money withdrawn not showing in Bank

L3: STB- Within 3 hrs


  1. STB W/D Transaction Between 3 hours & 3 working days (from ‘created time’):

Inform the user not to worry as their withdrawal transaction is in progress  and they should get it within 3 working days from the time of placing the withdrawal.


MTRC: 

L1: Withdrawal

L2: Money withdrawn not showing in Bank

L3: STB- Within 3 working days


  1. If Post TAT( crossed 3 working days)-Call CSA should empathise with the user stating their issue would get resolved within 5 working days. CSA to create the ticket and assign it to the email advisor.


MTRC: 

L1: Withdrawal

L2: Money withdrawn not showing in Bank

L3: STB- Post 3 working days




         Agent Response: 


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