Subject: Feedback ticket LTK1221602702266X - PAYMENT ERROR
From: subir chakma <[email-masked]>
To: Pritish Nandi <[email-masked]>, iftekhar <[email-masked]>, Sadique Anwar <[email-masked]>, Jeannina Ruth <[email-masked]>, Mohd Ahmed <[email-masked]>, "Kartik P. Rao" <[email-masked]>, Khubrooh Siddiqui <[email-masked]>, Iftekhar Ahmed <[email-masked]>, Sumit Gogia <[email-masked]>, Amandeep Jangra <[email-masked]>, Sanjay Dutt <[email-masked]>, Vivian Guo <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, Gelna Genusolango G <[email-masked]>, Subir Chakma <[email-masked]>, Akhil P Walia <
Date: Thu, 15 Jan 2015 04:28:47 +0530 (IST)

Hello, 

Firstly on escalation on payment error: 

For Citibank registered payment error (Citi - MY, PH, IN, SG) - we escalate to IT. 

For general BX & rest of Citi payment error - we escalate to L3. 

Before doing so, you are advised and is mandatory to troubleshoot the problem which involve- 

 - Checking billing name and address 

 - Checking all card info are correctly entered 

 - Checking BIN number and verifying that we accept the same in CS 

 - Checking with Citi (registered card) that they have updated latest credit card in BX account. 

 - Checking IP from where customer is trying to pay 

 - Checking CS for possible reason for the decline of payment 

 - Confirming exact error message so we can understand whether it is BX error or from Bank side. 

 - Requesting  a screenshot of the error message from Cx for further escalation 

There are CRs which you are supposed to use as necessary. However, you are not following the procedures and rather in a hurry to escalate with little or no troubleshooting. from your end. 

This is gross violation of procedure, additionally, frustrating the customer by delaying or mishandling the case. 

Mohamed , I want a detailed response from you on the subject ticket as WHY you didn't follow the procedure. And why it was escalated to wrong department leading to delay and unnecessary escalation. 

To All, please ensure you do not override basic procedures/policies. 

Any doubts, please shout!!