Subject: Re: Zendesk Ticket #820 - Unable to verify the Credit Card/Debit Card
From: Pritish Nandi <[email-masked]>
To: Ann Margareth Bernabe Angeles <[email-masked]>
Cc: Customer Support <[email-masked]>, Anish Nair <[email-masked]>
Date: Mon, 29 Nov 2021 22:54:54 -0700 (MST)

Hi Ann, 

Sure will do. 

Regards, 
Pritish 

From: "Ann Margareth Bernabe Angeles" <[email-masked]> 
To: "Customer Support" <[email-masked]> 
Cc: "Pritish Nandi" <[email-masked]>, "Anish Nair" <[email-masked]> 
Sent: Tuesday, November 30, 2021 8:58:19 AM 
Subject: Re: Zendesk Ticket #820 - Unable to verify the Credit Card/Debit Card 

Hi Pritish and Anish, 

For time stamp request, is more on to find out the time and day they tried to key in the card details. 

You may also request this details from the new ticket, Laurie. 

Best regards, 

Ann 

From: Ann Margareth Angeles <[email-masked]> 
Date: Tuesday, 30 November 2021 at 11:06 AM 
To: Customer Support <[email-masked]> 
Cc: utuTaxfree Support <[email-masked]> 
Subject: FW: Zendesk Ticket #820 - Unable to verify the Credit Card/Debit Card 

Hi Pritish, 

Could we please find out more info from the member, see below. Please assist to rephrase the questions when sending to the customer. 

Thank you 

Best regards, 

Ann 

From: taxfreeL2support <[email-masked]> 
Sent: Tuesday, 30 November 2021 10:33 AM 
To: utuTaxfree Support <[email-masked]>; taxfreeL2support <[email-masked]>; Infra Team <[email-masked]> 
Cc: Ann Margareth Angeles <[email-masked]> 
Subject: RE: Zendesk Ticket #820 - Unable to verify the Credit Card/Debit Card 

Hi Triveni, 

Few clarification needed for tech team to perform the investigation : 

    1. Do we know the timestamp when member tried to verify the card ? We need the timestamp to check the system logs. 
    2. The shared screenshots are up to only the redirecting page from Intesa to member’s card bank. Did member see his own card bank verification page ? 
    3. Did member retry again in other timing ? 
    4. Did member retry again with different card ? 

Regards, 

Lee Ling 

From: utuTaxfree Support < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, 30 November 2021 12:11 AM 
To: taxfreeL2support < [ mailto:[email-masked] | [email-masked] ] >; Infra Team < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Ann Margareth Angeles < [ mailto:[email-masked] | [email-masked] ] > 
Subject: FW: Zendesk Ticket #820 - Unable to verify the Credit Card/Debit Card 

Hi Team, 

Could you please advise if there are any updates on the issue? 

Regards, 

Pritish 

Thank you, 

Triveni. 

From: Customer Support < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 29 November 2021 19:44 
To: utuTaxfree Support < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Ann Margareth Angeles < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: Zendesk Ticket #820 - Unable to verify the Credit Card/Debit Card 

Hi Team, 

Could you please advise if there are any updates on the issue? 

Regards, 

Pritish 

From: Customer Support < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 24 November 2021 20:14 
To: utuTaxfree Support < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Ann Margareth Angeles < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: Zendesk Ticket #820 - Unable to verify the Credit Card/Debit Card 

HI Team, 

Customer has shared the screenshots for the Credit Card validation process. 

Regards, 

Pritish 

From: utuTaxfree Support < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 24 November 2021 19:27 
To: Customer Support < [ mailto:[email-masked] | [email-masked] ] >; utuTaxfree Support < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Ann Margareth Angeles < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Zendesk Ticket #820 - Unable to verify the Credit Card/Debit Card 

Hi Team, 

We have created incident ticket for the below customer issue. 

INCIDENT #36170 

Thank you, 

Triveni 

From: Customer Support < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 24 November 2021 13:13 
To: utuTaxfree Support < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Ann Margareth Angeles < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Zendesk Ticket #820 - Unable to verify the Credit Card/Debit Card 

HI Team, 

We have a customer trying to add/verify a Debit card or Credit card but unable to do so. It is added however it does not get verified. 

Name: Ishan Kathuria 

Member ID: UBXI4K671 

Zendesk Ticket Screenshot: Attached 

Error Screenshot: We have requested it from the customer