Topup issue Steps and Processes

1. Acknowledge the problem by replying standard CS email template, stated that we will look into the matter.
2. If the customer did not attached together screenshots of issue, ensure to ask for screenshots of the issue from the customer.
3. Determine whether the top-up amount had been transacted during top-up process but the actual problem was that the customer could not view the amount. If it does, need to escalate to technical team
4. CS agent requires to assign the case to Escalation team, and change the case into On-Hold status.