Subject: Escalation From Andy- Serious Issue- Ticket #201016 - Alex
From: Pritish Nandi <[email-masked]>
To: "John, Ankit" <[email-masked]>, "Purwar, Aman" <[email-masked]>, "Saxena, Ankur" <[email-masked]>, "Srivastava, Rohan" <[email-masked]>, Apoorv Joshi <[email-masked]>, "Gaurav Joshi" <[email-masked]>, Junaid Ahmed <[email-masked]>, Rahul Pal <[email-masked]>, "Ramananda " <[email-masked]>, Romesh Singh <[email-masked]>, "Ravi Parkash . Gupta" <[email-masked]>, Shahnawaz Akbar Dar <[email-masked]>, "Sharad sharma" <[email-masked]>, "Sona Kala . Chakma" <[email-masked]>
Date: Sun, 7 Aug 2016 00:41:16 +0530 (IST)

Team, 

We received a serious complaint against one of the chats where Agent just took the information from the member regarding email address change and did not verify or match it with the account and stated in the notes that it is verified. This is very serious as Resolutions Team look at your note to help the member further. If they have to read the chat and understand what happened (Exceptions are always there) then there is no point you putting a note on the chat. 

Please understand this is not practically possible and you have to check everything before you escalate further. 

The Member had no address mentioned in Member Profile however the agent did write that he validated the address and it is correct. How did he validate it? With which address he validate it? Why did he write this is validated? Also why did he just write the date of birth and did not confirm that he have validated the DOB in the notes. This is absolutely unacceptable as due to this the email address could have been changed and it could be a Hacker. These details needs to be validated as it is available in the member profile and if something is not available then you need to write in notes that " due to unavailability of the information under member profile and notes you were unable to validate it" . I have added one more safety feature in this which is IP address. 

Please use the below mentioned format for notes in Email address change when they do not have access to the old email address: 

Member came on chat to update there email address. They do not have access to the incorrect/old email address so please also send a reply to the correct email address which is XXXX. 

Name- 
Address- 
Date of Birth- 
Incorrect email address which they want to change from- 
Correct email address which they want to update in the account- 
Member Came to chat from IP- IP: 
Login IP- 

Please note that I have verified the details provided against the details in the members profile and notes. Please assist further. 

R egards, 
Pritish Nandi