Bill Payment Issues - High Priority

Bill Payment Issues - High Priority

1. Kotak Card Bill Payment Success - Status Not Updated in super.money

Step 1: Acknowledge and State the Cause

• Acknowledge the customer's concern about the delayed status update.

• Explain that the payment process involves two steps: payment confirmation and internal system update. This delay is common when payment is made from an external platform or via certain methods (like WebPay or NEFT, which can take 1–3 working days).

Step 2: Provide the Expected Timeline

• Reassure the customer that the payment is safe.

• Provide the TAT: Advise the customer to wait for a maximum of 48 hours (2 working days) for the status to update in the app and for the balance to reflect correctly.

  • Agent Note: Payments made via NEFT/IMPS/Third-party Apps typically take up to 2 working days. Mobile/Net Banking can take up to 24 hours.

Step 3: Post-TAT Breach Action

• ACTION (If TAT is breached): If the customer contacts support after 48 hours and the payment is still not reflected, the issue is a bank reconciliation failure.

• Redirection: Inform the customer that they must contact Kotak Bank Customer Support directly for tracing.

  • CRUCIAL: Advise them to specifically ask the bank to check the Unbilled Transactions or Transaction History section, as the payment may be credited but not yet allocated to the total due amount.

Agent Communication Template

Dear [Customer Name],

Thank you for reaching out. We apologize for the delay in the status update.

We can confirm your bill payment was successful. The delay in the app status is due to the bank's internal processing time, as credit card payments often take longer to reconcile.

Please wait for a maximum of 48 hours (2 working days) for your payment status and balance to update correctly in the super.money app.

If the status has not updated after this period, please contact Kotak Bank Customer Support directly at 1860 266 2666 so they can trace the credit immediately.

Best regards,

super.money Support Team

Freshdesk Taggings

• L1: Card - Kotak

• L2: Transaction Issues

• L3: Payment Status Not Updated

4. Unable to Withdraw FD Due to Pending Charges

Step 1: Acknowledge and Probe for Details

• Acknowledge the customer’s frustration regarding the block on their withdrawal.

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

  • Agent Note: This helps confirm the exact charge (physical card fee, late fee, etc.) and its amount.

Step 2: Communicate the Mandate and Solution

• Inform the customer that they are unable to FD because there are outstanding charges against the card.

• Resolution: Explain that they must first clear the outstanding balance (e.g., ₹249 + GST for the physical card) before the system will allow the card to be closed and the FD to be withdrawn.

• Instruction: Instruct the customer to make the payment for the pending charges, and then close the card from the app. Once the card is successfully closed, they can proceed to withdraw the FD from the app.

Example Template

Dear [Customer Name],

Thank you for reaching out to us. We understand you are unable to withdraw your Fixed Deposit.

The withdrawal is currently blocked because there are outstanding charges against your Kotak 811 super.money credit card (this may include the physical card fee or an unpaid bill amount).

To Resolve This:

1. Clear the Payment: You must first make the payment for the outstanding charges.

2. Close the Card: After the balance is cleared, please close your card via the app.

3. Withdraw FD: You can then successfully withdraw your remaining deposit amount through the app.

Feel free to reach out to us in case of any concerns and queries.

Best regards,

super.money Support Team

Freshdesk Taggings

• L1: Card - Kotak

• 
  
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• L2: Withdrawal

• L3: Unable to withdraw FD