Subject: FW: LTK1221605085688X
From: Deeksha Dadu <[email-masked]>
To: "[email-masked]" <[email-masked]>
Date: Wed, 22 Jun 2016 08:05:29 +0000

From: Katerina Mousia <[email-masked]<mailto:[email-masked]>>
Reply-To: Katerina Mousia <[email-masked]<mailto:[email-masked]>>
Date: Monday, 20 June 2016 7:57 pm
To: manager <[email-masked]<mailto:[email-masked]>>
Cc: 'Dragana Ivanovic' <[email-masked]<mailto:[email-masked]>>, 'Ljubica Djordjevic' <[email-masked]<mailto:[email-masked]>>
Subject: LTK1221605085688X

Hello,

Can you please look into the ticket and address issue with agent?

Customer is complaining that his transaction is getting rejected and the response from agent is the following; which totally confused the customer.
Of course the customer contacted CITI and complained. CITI has just brought the case to our attention.

If the BIN is ok, then why does the customer need to contact the bank to update the details??
A bit of an irony to advise customer to contact us if further assistance is needed, when we have not even assisted with this query.

Lets make sure that CS agents don't just copy paste responses from IT and understand what emails sent to customers please.

Thank you

Reference number:LTK1221605085688X Please use this ticket number in any correspondence with us.

Dear Amnah,

Welcome to Borderlinx.

We would like to inform you that we have got a response from the concerned team and they've confirmed that the BIN 423367 is OK.

Please contact your bank to update your CC details .

If we could be of any further assistance, please do not hesitate to contact us.

Best Regards,

Sami

Katerina Mousia
Customer Service Manager

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