Consumer SOP

Request to User Pin Unlock/Transaction Pin/Suspense/Inactive (Consumer) 

When the customer contacts the call center to unlock the A+ wallet account as per the below reasons: 

• Forgot pin 

• Over 5 times OTP

• User is inactive

• Customer received the message (Your account has been locked.)
  
  Please check in the portal for user type Consumer, then follow the SOP accordingly. 

Process Details 

Call Center/Page Admin asks for the customer information as below: 

1. Customer Phone Number  

2. NRC / Passport No  

3. Customer Name 

4. DOB 

Once the necessary information is received from the customer, a ticket is created, and a complaint is filed. After verifying the details, the operations team unlocks the customer's account. The call center then communicates the response from the operations team to the customer, and if the customer is satisfied, the ticket is closed.

Complaint for Level 2 Upgrade (Consumer) 

When the customer contacts the call center to complain about the level 2 upgrade as per the below reasons: 

• Can’t upgrade level 2  

• Already upgraded level 2 request successful but not successful or reject

• It has been over 24 hours since the Level 2 request was submitted

Process Details 

Call Center/Page Admin asks for the customer information as below: 

1. Customer Phone Number  

2. NRC / Passport No  

3. Customer Name 

4. DOB 

Once the necessary information is received from the customer, a ticket is created. The operations team then reviews the details, coordinates with the relevant departments, and provides a response. The call center subsequently communicates this response to the customer, and if the customer is satisfied, the ticket will be closed.

Consumer-KYC Enquires

When the customer contacts the call center to KYC Enquires

• NRC already registers

• Information does not match our record alert while logging in.

Process Details 

Call Center/Page Admin asks the customer information as below: 

1. Customer Phone Number  

2. NRC / Passport No  

3. Customer Name 

4. DOB 

Upon receiving the required information from the customer, a ticket is created. The operations team thoroughly reviews the details and provides a response. Customer Service then communicates this response to the customer, and if the customer is satisfied, the ticket is closed.

Consumer-Complaints for Campaign Promotion Discount and Cashback

When the customer contact to call center to complain for Campaign Promotion Discount and Cashback

• Didn’t get promotion cash back

Process Details 

Call Center/Page Admin the customer information as below: 

1. Customer Phone Number 

2. Name

3. Transaction Date

4. Transaction amount

5. Transaction ID

6. Shop name

Upon receiving the required information from the customer, a ticket is created.

The OPS team reviews the transactions, and if eligible for cashback, they coordinate with the relevant Finance Team to process and apply the manual cashback and provides a response. Customer Service then communicates this response to the customer, and if the customer is satisfied, the ticket is closed.

OTP receipt error (Consumer) 

When the customer contact to complaints not receive OTP at the message. 

Process Details 

Ask the customer information as below: 

(1) Customer Phone Number  

(2) Customer’s Name 

(3) NRC  

(4) DOB 

(5) Device name  

Once the necessary information is received from the customer, a ticket is created. The operations team then reviews the details, coordinates with the relevant departments, and provides a response. The call center subsequently communicates this response to the customer and if the customer is satisfied, the ticket is closed.

Complaints for A Plus Airtime TopUp Transaction (Consumer) 

The customer contacted the call center for the following reasons:

The top-up was deducted from the A+ Wallet, but the phone balance has not been credited.

Process Details 

Customer service will be asking customer information as below.   

1. Customer Phone Number  

2. Customer Name 

3. Transaction Date 

4. Transaction ID  

5. Amount 

6. Top-up phone number

Upon receiving the required information from the customer, a ticket is created. The operations team then reviews the details, coordinates with the relevant departments, and provides a response. The response indicates that the customer should wait for approximately three business days. The ticket is kept pending, and once all issues are resolved, the customer is informed, and if the customer is satisfied, the ticket is closed.

Consumer-Other

For complaints that are not commonly received, such as cases involving death or fraud, the complaint is filed under the "Consumer Other" category.

Call Center/Page Admin ask the customer information as below: 

1. Customer Phone Number  

2. Customer’s Name 

3. NRC  

4. DOB 

Upon receiving the required information from the customer, a ticket is created. The Operations Team thoroughly reviews the details and provides a response. Customer Service then communicates this response to the customer, and if the customer is satisfied, the ticket is closed.