Handling Policy Declines

What is a 'Policy Decline' in the context of debit authorization attempts?

• A decline due to insufficient funds

• A decline due to mismatched or missing data required for approval

• A decline initiated by the customer

• A decline due to a technical error

Where can systemic decline notes be viewed to identify the type of decline?

• Customer’s monthly statement

• Eclipse One Notes

• Directly on the bank's website

• Through email notifications

What does the code 'B23 - Device On Negative List' signify?

• The device used is known for previous fraudulent activities

• The device is outdated and no longer supported

• The transaction was completed successfully

• The device is under a promotional offer

What should be done if you suspect fraud on a client's account by someone other than the account holder?

• Transfer the call to Retail Level 2 Technicians

• Ignore the suspicion and proceed as normal

• Follow the Fraud Alert: Handling/Reporting Suspicious Phone Calls process

• Advise the customer to call back later

What action does Citibank take when a mobile wallet transaction is attempted with a device on the Negative List?

• Block the transaction

• Increase the credit limit

• Offer a discount

How should agents respond when a wallet transaction is declined due to a missing Secure Element ID (SEID)?

• Suggest that the customer tries a different transaction method

• Instruct the customer to delete and re-add the card in the wallet

• Transfer the call to the fraud department

• Encourage the customer to wait and try again later

What is Citibank's policy regarding online transactions with incomplete UCAF data?

• Transactions are approved on a provisional basis

• Transactions are redirected to customer service

• Such transactions are declined

• A penalty fee is charged

Under what condition is a login service declared 'currently unavailable'?

• When the user tries to login from a new device

• When suspicious device activity is detected at login

• When the user has forgotten their password

• When the system is undergoing maintenance

What does the code 'PDS - Policy Decline Ineligible For Service' indicate?

• The service is temporarily down

• The service is available for all customers

• The decline is due to an error in the customer’s account details

• The transaction or service is restricted due to policy rules

What should be the agent's action when a wire transfer session is declined due to high-risk activity detected?

• Advise the customer to complete the transfer at a physical branch

• Request the customer to try a different bank service

• Follow internal protocols for high-risk session declines and inform the customer

• Ignore the risk and proceed with the transfer