FD Withdrawal Issues

1. Card Closed - Unable to Withdraw FD

Step 1: Acknowledge and Diagnose

• Acknowledge the customer’s frustration regarding the blocked withdrawal after card closure.

• ACTION: Request the customer to provide a screenshot of the error message they receive when attempting to withdraw the FD.

Step 2: Determine the Root Cause

• Analyze the Screenshot: The agent must analyze the screenshot to determine if the blockage is:

  • Process/Fee Block: The screenshot shows a clear pending charge or balance due (e.g., "Outstanding balance exists," "Physical Card Fee: ₹249"). (If so, use the "Pending Charges" SOP).

  • Technical Issue: The screenshot shows a generic system error, a blank screen, or an "Unexpected Error" message, indicating a technical fault.

Step 3: Escalate Technical Issues

• ACTION (If Technical Issue Confirmed): If the issue is confirmed to be technical, provide troubleshooting first. If it is not resolved, immediately raise a high-priority ticket on the Upswing CS portal.

• Agent Note: Clearly state that the card is closed, the customer has no visible pending charges, and the withdrawal is blocked by a technical system error.

Step 4: Communicate the Escalation

• Provide the TAT: Advise the customer that the technical issue has been escalated, and the bank will provide an update/resolution within 48 hours.

• Ticket Status: “In_Progress”

Example Template

Dear [Customer Name],

Thank you for reaching out to us. We understand you are unable to withdraw your deposit even though your SuperCard is closed.

To diagnose if this is a technical error or due to a pending fee, please share a screenshot of the error message you receive when you try to withdraw the FD.

If the issue is technical, we will immediately raise a ticket with the bank and provide you with a resolution update within 48 hours.

We appreciate your cooperation.

Best regards,

super.money Support Team

Freshdesk Taggings

Ticket Status: “In_Progress”

2. Card Closed - Waiting for FD Withdrawal Refund (User Action Required)

Step 1: Verify Closure and Missing Action

• Acknowledge the customer’s request for the refund.

• Verify in Metabase or Utkarsh Onboarding Journey from 14 Oct 2025 that the card is marked as "Closed."

• Diagnose: Check the system to confirm that the customer has not yet initiated the manual FD withdrawal.

Step 2: Provide Mandatory Manual Steps

• ACTION: Inform the customer that the system requires them to manually withdraw the FD.

• Instruction: Guide the customer with the steps:

  • Go to the Card section in the app.

  • Navigate to the Deposit section.

  • Initiate the withdrawal manually.

Step 3: Set Refund Timeline

• Provide the TAT: Inform the customer that once the manual withdrawal is initiated, the refund will take 3–5 working days to reflect in their source account.

Example Template

Dear [Customer Name],

Thank you for reaching out. We see that your SuperCard is closed, but you are waiting for your deposit refund.

To receive your deposit, you must initiate the withdrawal manually through the app. The refund is not automatically processed upon card closure.

Please follow these steps:

1. Go to the Card section in your app.

2. Navigate to the Deposit section.

3. Initiate the withdrawal manually from there.

Once the withdrawal is initiated, the funds will be credited to your source account within 3–5 working days.

Thank you for your understanding.

Best regards,

super.money Support Team

Freshdesk Taggings