VOC:

  • It's been so long I have not received my money yet

  • You had asked me to wait for 5 days, today is the 6th day. How long do I need to wait?

  • When will I get my withdrawal?

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


Action Steps:


  1. Ensure to follow due diligence on not disclosing details violating authentication policy

  2. If the verification fails, request the user to check the details and answer the verification questions

  3. Check if the issue has been escalated to the PG team. Go to FD>>Click on Search and enter the phone number/email id and check the ticket status. If this has been escalated- If escalated, check the response from the team and respond back to the user accordingly


  1. If there is no response from the escalation team, add a note asking for an update and inform the email team CSA to check about the team and request the user for 24 hrs.


Agent Response:


Hi, this is [Name]. You requested a call-back regarding queries related to your withdrawal request?<Wait for users response> 

We are sorry for the inconvenience caused. Let me quickly check this for you:

If the PG team has responded:

Sir don't worry the money is safe. Please allow us XX days(as per the PG team’s response), you will receive the amount back

If PG team has not responded:

Sir please don’t worry your money is safe. We request you to kindly allow us 24-48 hrs. as we are awaiting a resolution from the relevant team.

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

MTRC: 

L1: Withdrawal Related

L2: Queries on Withdrawal Wallet Balance

L3:Escalated to PG