Unable to Top-Up - Online Banking – Chatbot test

Overview

Customer unable to top-up Setel account via card or online banking.

ISSUE

1. REASON: OLD VERSION

1. If there is an issue which customer complaint that they unable to top-up because of they were unable to proceed bank Login page, please check on two things:

a. In OpsPortal, the transaction become GREY icon

b. Check Apps Version at Chat Box

2. For this issue, customer apps is still using the old version, 1.38.0. Hence, please advise the customer to update the Setel apps at PlayStore/AppStore/Huawei App Gallery to a latest version and retry to top-up once done update.

2. REASON: TRANSACTION PENDING

1. Customer complaining that their top-up are still pending/processing. Please check in OpsPortal and there will be a ORANGE icon at the OpsPortal.

2. Please ask the customer if they successfully submit the TAC code or not.

*Take note that for any online transaction, customer have to submit the TAC code for the transaction to be success. If the customer did not submit the TAC code, the top-up transaction will be FAILED and CANCELLED. There will be no money deducted from bank account.

3. If the customer do really submit the TAC code, please request the screenshot of the message or email from the bank regarding the money deduction. If there is no message or email, the transaction is not success yet and still pending with the bank.

4. If money has been deducted, advise customer to wait for within 5 minutes. But if still not reflected to Setel account, please escalate to Escalation Team for a further checking and attach the screenshot of the message and top-up transaction in OpsPortal.

* Set the ticket as On-Hold.

Contact Reason Suggested:Complaint > Top-up > Unable to Top-Up