What are Tier 3 Complaints?

Related to isolated, sporadic or systemic issues which affect the client

Related to regulation or statute.

Have a small but negative impact on the customer and/or Quontic if left uncorrected

These are typically due to:

Individual instances of failure to follow established procedures

Minor errors in implementing reasonable procedures to comply with the obligations of a regulation or statute.

Examples of Tier 3 complaints:

Bank process/rules complaints

Problem accessing online banking

Debit/ATM card issues

ATM deposit/withdrawal issue

Customer notice of error or account discrepancy

Failure to close accounts/CD(s)

Customer service issue(s)

Mention or threat of contacting a regulatory agency, lawsuit, or legal action

Dissatisfaction with the service or employees or providers

Tier 3 examples of customer comments that a Complaint -Internal Source ticket must be created Tier 3 Escalations to be managed by the CX Supervisor with the CX QA Team Lead