Subject: LTK1221601549764X | 0796-1385 - Client complaint
From: Subir Chakma <[email-masked]>
To: Khubrooh Siddiqui <[email-masked]>, Iftekhar Ahmed <[email-masked]>, Rizwan Asad <[email-masked]>, "Obaidullah B. Abu Baker" <[email-masked]>, "Md. Hasanuzzaman" <[email-masked]>, Sanjeev Khurma <[email-masked]>, Sumit Gogia <[email-masked]>, Amandeep Jangra <[email-masked]>, Alok Kumar <[email-masked]>, Sanjay Dutt <[email-masked]>, Vivian Guo <[email-masked]>, Ibrahim Usmani <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, Gelna Genusolango G <[email-masked]>, Subir Chakma <[email-masked]>, Akhil
Date: Tue, 22 Jul 2014 14:10:09 +0530 (IST)

Do NOT ask for card details for Citibank customer's for whom we have the Citibank card details in our record. Check that they are entering the verification details correctly, and if problem persist, escalate to IT. 

Why there is confusion here? 

Hello, 

Can you please  review the ticket and inform agent. The customer is from CITI SG member group and contacted us on the 16 th July, reporting that he is unable to release his shipment. 
Error: authentication failure. 

The CS agent emailed customer requesting for information that is already available- CITI SG member group.. 
Last 4 digits of credit card :   
- The card type :   
- The expiry date of the card :   
- The name as it appears on the card : 
- The country that the card was issued in 

Checking on the Payment tab , it shows the payment was refused because: QSI:3-D Secure Authentication failed 
This indicates that the customer has not verified his transaction- please see similar picture below. 

Either the customer has entered incorrect password or the verification window doesn’t appear due to pop up blocker. 

Please advise the customer to contact his bank. 

Regards, 

Katerina Mousia 
Customer Service Manager 
Hello, 

Can you please  review the ticket and inform agent. The customer is from CITI SG member group and contacted us on the 16 th July, reporting that he is unable to release his shipment. 
Error: authentication failure. 

The CS agent emailed customer requesting for information that is already available- CITI SG member group.. 
Last 4 digits of credit card :   
- The card type :   
- The expiry date of the card :   
- The name as it appears on the card : 
- The country that the card was issued in 

Checking on the Payment tab , it shows the payment was refused because: QSI:3-D Secure Authentication failed 
This indicates that the customer has not verified his transaction- please see similar picture below. 

Either the customer has entered incorrect password or the verification window doesn’t appear due to pop up blocker. 

Please advise the customer to contact his bank. 

Regards, 

Katerina Mousia 
Customer Service Manager