Regarding unlink/link mesra card for more than 5 times. Preventing fraud .
Team, please ensure not to unlink/ link cards for customers if noticed there is a pattern of frequency to keep changing mesra cards.
Under 5 times - agents can proceed but do ask valid questions as to why the customer is doing so. Upon valid reasons.
More than 5 times - please escalate to Tier One (Escalation Team) so that they can investigate further. Let the customer know that you are NOT able to proceed due to the number of times they have link/unlink their cards . This needs to be escalated and will get in touch in 3 days via email
To escalate: PLLEASE GET THE FOLLWOING FROM CUSTOMER :-
1) please verify their IC number and IC copy { softcopy} to be sent to the tier one escalation along with ;
2) Which PETRONAS stations that you frequently visited
3) What is your average amount per transaction
4) What is your normal transaction payment mode (cash or credit card
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