Subject: Re: Inbox Complaints
From: Pritish Nandi <[email-masked]>
To: Deeksha Dadu <[email-masked]>
Cc: rahul pal <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Tue, 27 Oct 2015 00:50:24 +0530 (IST)

Hi Ma'am, 

Regarding the first ticket. 

#65846- Agent is not at fault except he escalated the ticket directly as there was dupe account issue. Client has already informed us to raise any dupe account without delay. 

#65385- There is a confusion with the donation offer which I have raised to client already. You may have received the email regarding the question from Blog. We never has received any update from client. Also not all offers are mentioned in the website as we cannot remember all offers. 

Also I have asked Susan a long time ago to provide list of offers however she denied saying it is not possible for them. So we do not know which offer to treat as donation or normal or special. 

Regards, 
Pritish Nandi 

From: "Deeksha Dadu" <[email-masked]> 
To: "rahul pal" <[email-masked]> 
Cc: "Saurabh Dadu" <[email-masked]>, "Pritish Nandi" <[email-masked]> 
Sent: Monday, October 26, 2015 4:17:32 PM 
Subject: Inbox Complaints 

Rahul, 

You need to come and see me tomorrow. This level of quality of course cannot go on. 

Deeksha 

#65846-Raymon- Address matched for both account IBD :19802560 & IBD :19800659. The feedback for the agent is that he should have provided the correct information regarding the payment processed date and also what would happen next with the correct article on how to request prepaid visa cash card.Then he should have escalated the chat under review.Do not understand why the dupes are irrelevant (As per note on the ticket). 

#65385-Raymon- This was indeed researched poorly as we do not credit member for the 3rd donation. It is only for 1st and 2nd donations respectively. Agent was provided feedback and has been asked to check the information available on the website before escalation.Agents needs to see the terms of the offer if not sure. This should have been handled and explained in the same chat.