Reasons for being unable to add money or send money issues

Created by Dada Khalandar khalandar S, Modified on Wed, 19 Mar at 4:24 PM by Dada Khalandar khalandar S

When customers report that they are unable to add money or send money, please check for the possible reason in the workbench under Profile> CIF details > Suspend notes.

(SCENARIO 1)

Reason: Concurrent audit-CKYC age grtr 5 SR887156

Resolution Please inform the user to complete the VKYC at the earliest. Please do not create a ticket for the same.

In case users are abroad they must complete the VKYC until then, the account will be under credit freeze.

(SCENARIO 2)

Reason - Only CAF not received over a DMS portal.

Solution – Please create a ticket with the screenshot attached and move it under L2 bank dependency.

(SCENARIO 3)

Reason - Account suspended by bank due to cybercrime notice

Solution – Please inform the customer to reach out to cybercrime (1930), along with the number displayed on the workbench. For further clarification, customers can reach out to the bank.

Please note - going forward we might get more scenarios for account free/ CIF suspended. Please ensure we do check this card for further updates.