How to tell the difference between a Complaint and Feedback?

Type of Dispute | Complaint/Feedback | Example of Dispute/Scenario_not limited to

Poor Customer Service

Complaint

– Rude Agent
– Client was hung up on or made to believe they were hung up on
– Misled
– Unwillingness to help

Compliments

Feedback

– Positive Feedback
– Loves the new platform
– Great Customer Service

Quontic Bank Operation

Feedback

– Hours of Operation
– Foreign Language Assistance

Account & Identity Verification

Feedback

– CIP Verification
– 2FA
– OLB Enrollment Process
– Pay Ring Ordering Process
– Application Access Process

Website Feedback

Feedback

– Color of website/OLB/app
– Images
– Phrases
– Navigating the website/OLB/app

ADA Accessibility | Complaint | – Platform Accessible to individuals with disability including those using assistive technologies

Feature not available

Feedback

– Card Controls
– Inability to see the daily accrued interest in OLB/App

Application Process

Feedback

– External Funding information required prior to final application decision
– Changing Funding Source
– Joint Signer invite after approval

Close Account

Complaint

– Process it takes to close the account
– Chase Funding issue- Statement Request
– Timeframe it takes for the funds to be returned

Dormancy

Complaint

– Upset about being in a dormant status
– States wasn’t notified

Declined Application

Complaint

– Demands to know exact reason for decline
– Telecheck dispute
– Inability to re-apply/cannot hand back application
– Joint Owner Declined

Quontic Transfer Limits

Complaint

– External Transfer > 30 days
– Set Limits
– Zelle
– Mobile Check Deposit
– Bill Pay

Move Money Issues

Complaint

– Zelle Issues
– Bill Pay Issues
– External Transfer
– Wire Issues
– Mobile Check Deposit Issue (enrolled in Ensenta)

Debit/ATM Card Issues

Complaint

– Did not receive their Debit/ATM card
– Upset that they must request their 1st card separately
– Debit/ATM Withdrawal/POS limits

Debit/ATM Card dispute final decision

Feedback

– Transaction dispute- did not like the outcome, felt we took the merchant’s side
– Provisional Credit reversed

Cancellations of Pending Transaction | Feedback | – Scheduled pending Bill Pay

Quontic Fees

Complaint

– CD Penalty
– Dormant Fee
– Wire Fee
– Mortgage Late Fee
– Excessive Transaction Fee

Foreign Fees

Feedback

– Foreign ATM withdrawal
– Exchange Fee

Fraud | Complaint | – ID Theft
New Filing of debit/card dispute process | Neither | Reg E – Normal business practice

3rd Party Money Management

Complaint

– Mint
– Quicken Issue
– QuickBooks (Intuit)
-Acorn
– Fidelity

3rd Party Vendors

Complaint

– Plaid
– Yodlee (Adding External Account Verification)

Technical Issues – Internal Error

Complaint

– OLB Profile Creation/Issue
– Mobile Deposit Issue-Enrolled in Ensenta
– Email Verification Issues

Technical – User Error | Neither | – Client needed direction or platform training