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2009-03-15T17:25:36Z

62.189.169.182:

ID & V ok
s/c a/c:
Query:
Action:
Outcome:Resolved

Branch Person's Name:
Branch Location:
Clearway No:
Id & V'd By Branch:yes
Daily P/w Confmd:yes
CIS Number:
Query:
Action:
Outcome:Resolved

CC Person's Name:
CC Location:
Turret No:
Id & V'd By CC:yes
Daily P/w Confmd:yes
CIS Number:
Query:
Action:
Outcome:Resolved.

ID only
s/c a/c:
Query:
Action:Handoff CT as non olb query
Outcome:Handoff CT

**FAILED SECURITY**
ID & V Failed
s/c a/c:
Query:
Action:Cust failed security...Referred cust to branch with 2 pieces of identification
Outcome:Refer to Br.

**NON MEMBER CALL**
s/c a/c :
Query :
Action: Membership suspended, Please send non member letter
Outcome: Assigned to non member worklist

**NON MEMBER CALL WITH PINSENTRY**
s/c a/c :
Query :
Action: Checked the details...confirmed the last 4 digits of the debit card...also had access to the debit card pin.. Membership suspended...trf to Onshore
Outcome: trf to Onshore

**ADD BUSINESS TO PERSONAL**
Query: Need to Add Business CIS to the Existing Membership.
Action: Checked the details...checked that the business is not there on the existing membership no....hence added the CIS to memship no....on branch request
CIS Name:
CIS Number:
Sort Code:
Account No:
advied that the cust will be able to see the business on his OLB

**REGISTER FOR OLB WITH PASSCODE**
ID & V ok
s/c a/c :
Query: Cus unable to register for olb/ Cus wants to register fr olb.
Action: Checked details.... confirmed address ... captured cust email address...advised the mem word...Demo link.
Outcome:Resolved.

**REGISTER FOR OLB WITH PINSENTRY**
ID & V ok
s/c a/c :
Query: Cus unable to register for olb/ Cus wants to register fr olb.
Action: Checked details.... confirmed address ... captured cust email address...registered the cust with Pinsentry....Security link
Outcome:Resolved.

**CUST ALREADY REGISTERED FOR OLB**
ID & V ok
s/c a/c :
Query: Cust wants membership details
Action: Checked the details....Informed the cust that already reg for
olb.. Gave mem no ...also checked address ... ordered a passcode... advice mem word....Demolink
Outcome:Resolved.

**ORDER PASSCODE**
ID & V ok
s/c a/c :
Query: Cust unable to login to olb /Cus wnts passcode for olb.
Action: Checked the details...Cust locked out of olb.....Checked address...order passcode and advice mem word...Demo link
Outcome:Resolved

** CUST WANTS THE MEMBERSHIP NO**
ID & V ok
s/c a/c :
Query: Cus wnts to have the memship no.
Action: Gave the memship no ...Save membership no
Outcome:Resolved.

**INSTANT ACESS LATER**
Checked address and Advise the cust about Instant Access procedure to
order passcode online..advise mem word as the cust will order it later....Demo link

**CUST IS NOT ABLE TO LOG IN WITH PINSENTRY**
Id & V ok
s/c a/c :
Query: cust was not able to log in
Action: Checked the details....cust was locked out of OLB....reset the fail count...save membership no....checked the cards....cust was able to log in
Outcome: All resolved

**CUST IS NOT ABLE TO LOG IN WITH PINSENTRY GETTING EC 1100**
Id & V ok
s/c a/c :
Query: cust was locked out of OLB
Action: Checked the details....cust was locked out of OLB...reset the fail count...save membership no....checked the cards....cust was not able to log in...getting EC 1100...also getting a fail count...trf to Onshore
Outcome: Trf to Onshore

**SCAM EMAIL NOT REPLIED**
ID only
s/c a/c :
Query: Customer received scam email but not replied.
Action: Advised cust. to forward it to internetsecurity@barclays.co.uk &
delete the mail from the system...also to run an anti virus....gave fraud disclaimer
Outcome: Resolved

**NAME AMEND**
ID & V ok
s/c a/c :
Query: Cust called to inform surname changed.
Action:Checked the details..... also checked the maiden name... Updated the name on M.T.and R.B.....i name my a/c
Outcome:Resolved

**MISSING PAYMENT**
Query: Cust had made a payment which the beneficiary did not recived
Action: Checked the details...checked that not a barclays payment...also checked that the payment has not reverted back in the a/c...advised the cust that can setup a trace.
***********************************************************************
Is this the membership number used to make the payment : YES

Name of the beneficiary the payment should have gone to:
Beneficiary phone number:
Beneficiary contact name (for companies):
Sortcode and Account number debited:
Sortcode and Account number credited (if known):
Name of account credited (if known):
Sortcode and Account number the payment should have gone to:
Reference used:
Correct Reference should have used:
Payment amount: £
Date payment debited a/c:
Was this a future-dated or immediate payment? IMMEDIATE / DIARISED
If future dated when was payment set up ?
***********************************************************************
CUSTOMER CONTACT DETAILS -
Phone number(But do not promise a call back):
Gave the call reference to customer.

Outcome:Assign to Payments Worklist

**HAND OFF ATM**
ID & V ok
s/c a/c: ,203200,40521914
Query: Cust had locked her pin with the card reader
Action: checked the details....cust had locked her pin with pinsentry....hand off ATM
Outcome: hand off ATM

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