Agent: Hi, Thank you for calling Marites Bank this is
Angeline. Am I speaking with Janella Cruz?
Customer: Yes
Agent: Okay, Is 09465589734 your best call back number
in case this line got disconnected?
Customer: yeah, that's correct.
Agent: Pleased to meet you Janella, how can I provide
you an excellent service today?
Customer: oh, I just received an email today that I
already reached 100k in my credit card. How does it
happen?
Agent: Thankyou for letting me know your concern and
rest assured that everything is well taken care of.
Customer: okay, sounds great. h
Agent:Let me just pull up your account on my end here.
Can I have your account or credit card number?
Customer: for my credit card number it's 123 4789 456
Agent: Thank you, for additional security can I have your
Birthdate and residential address please?
Customer: January 16, 1985 and I lived at 888 Silver St.
Mandaluyong, Manila 10012
Agent: Have you recently purchases anything? Or do you
know someone that has an access to your card aside
from you?
Customer: No, no one. It's just me.
Agent: Thank you, I already have your account
information here, let me check your credentials real
quick. (Pause konti) We confirmed that you purchased
something using your card that's why you received an
email saying that you've reached the limit for 100,000.
Customer: how come I reached 100,000. I'm working
from home. There's no way I can purchase something in
the mall and I'm pretty sure that I didn't order something
online and uses my credit card. Can you investigate that?
Maybe someone calls you pretending to be me or
something.
Agent: okay, so here's what we can do, let me go ahead
and investigate this one and this investigation will take
within 24 or 72 hours maximum. We will make sure to
keep you posted on your best contact email or let me
just set you a callback in this number. How does that
sounds?
Customer: that's good to hear and I'm okay with that as
long as this issue will be fixed and figure out who's using
my credit card because you know it's hard to work so
hard and later on found out that someone is using your
money.
Agent: I understand Janella, I also experience that thing.
Don't worry we're going to fixed this issue in no time. By
the way, do u have a pen and paper with you.
Customer: Yes.
Agent: can you please write this one for me, it's 580 627
462. This is your case number and this will serve as a
reference of this call.
Customer: oh, okay.
Agent: Is there anything else I can assist you with?
Customer: none, thank you.
Agent: I hope I made your day better. Thank you for
calling Marites Bank. For other support need, you may
visit our website at maritesbank.com/support. Again this
is Angeline. Thank you and good bye.
------
Customer: Hello
Agent: Hi, Janella. This is Angeline from Marites Bank.
The one you're speaking yesterday.
Customer: Oh, okay. I'm glad you called.
Agent: I won't leave this issue unresolved ma'am. So,
upon investigation on the past calls we found out that
there's an inconsistency on your voice like someone is
using your card and as I pull up your credit cards history
here. I can see that there's a several cashed-in from your
credit card to an e-wallet. By any chance, do u know Ella
Cruz?
Customer: yes, she's my daughter
Agent: it happens that she's the owner of an E-wallet
account here on my end.
Customer: really? I didn't think about that.
Agent: Yes and she has been using your credit card for
several times already.
Customer: I see. Okay, thank you Angeline. I don't want
to cause any inconvenience now.
Agent: It's okay ma'am. May I close this case as resolved
case now?
Customer: yeah sure.
Agent: Thank you, Again my name is Angeline. Have a
good day.
