2018_ChargeBack

Investigation Form

COMPLETED
IP : 180.232.98.114
Date : Sep 17, 2018
Time taken : 3 mins 27 secs

Page 1

1. Investigated By:

Ans: Jayson

2. Investigation Date

Ans: 09/17/2018

3. Account Number

Ans: 179601

4. Account Age

Ans: 31 - 90 Days

5. Investigation?

Ans: Yes

6. Type

Ans: Chargeback

7. Activated?

Ans: Yes

8. Signed-Up Date:

Ans: 06/20/2018
 9. Cancel Date:

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10. Chargeback Date Received

Ans: 09/14/2018

11. Retrieval Request Date

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12. BBB Filed Date

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13. Number of Chargeback Case

Ans: 2018256016942

14. Number of Retrieval Request Case

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15. BBB CaseNumber

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16. Total Amount of Chargeback

Ans: 309.99

17. Total Amount of Retrieval Request

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18. Summary of Findings:

Ans: 20Jun2018
Rose Jonas
- Camp 1 Completed | Web Questions
- upsell corporate email
- SA received through 7025766414 “yes”
30:29 - cx still not sure
37:26 - cx agreed to use the card on file

21Jun2018
Jayvie Gimongala
- released and flagged with
(1.) Misrep - HM5 - Rep. informs the customer that we optimize an existing website.
- OMC gives a wrong impression to the customer that we optimize her exisitng website, not
explaining the back link process correctly.
- min. (07:57 call1) - Cust: "So ahm, it will be like a back page to that website and it's
gonna just optimized it, it's gonna be my existing website or people gonna be able to pull
up two different website." OMC: "They are going to pull up your own website only, the one
that you already have so basically we are going to create like ahm, a mirror website 1st and
then if there are going click on the link there going to routed on to the original website that
you already have..some how like that" Cust: "Okay"
- min. (07:40 call1) - OMC “..we don't want to make any changes of what you already have
right not we just want to optimize it and want to improve and expand it.."
HM8 - Rep. does not educate customer correctly about "mirrored website" product.
- OMC mentioned to the customer of mirroring the website, but did not explain cleary to the
customer to how the mirror website works.
- min. (07:37 call1) - OMC: "So it's just basically mirroring the website that you already
have because we don't want to make any changes of what you already have right not we
just want to optimize it and want to improve and expand it.."
- SA received through 7025766414
Kevin Keane
- lift the misrep

25Jun2018
Nikol Nedelcheva
- created TT 628249 to email dept. To send cx email login

28Jun2018
Predrag Savic
- email login sent
April Rio
- KWs sent | Youtube video
- cx still dont have the google VC

29Jun2018
April Rio
- created TT 632905
PIN: 66160 received

03Jul2018
Marie Dawson
- Camp 2 Completed
- WS link | Kws sent

22Jul2018
Customer sent an email:
I do not approve of this email address . my company does not have nv in it

23Jul2018
Milka Tsvetkova
- responded on the email sent by the customer:
We would like to inform you that we have created the corporate emails like that, as we have
created the following website for you:
 http://omnimaidsnv.com/
One of our Online Marketing Consultants will call you soon to assist you.
Reed assigned the ticket to Jeff Marks and ticket is still in progress
27Jul2018
Liz Andrews
- Camp 3 Completed

24Aug2018
Mike Tanner
- spoke to a woman and notated:
please quit calling this number over and over/wanted to take this number down/then she
hung up/EOC

19. Primary Reason

Ans: N/A

20. Secondary Reason

Ans: N/A

21. Contributor By Department (Critical)

Ans: N/A

22. Contributor (Critical)

Ans: N/A

23. Contributor By Department (Non-Critical)

Ans: N/A

24. Contributor (Non-Critical)

Ans: N/A

25. Sales Department Issues (Critical)

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26. Sales Department Issues (Non-Critical)

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27. Customer Service Issues (Critical)

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28. Customer Service Issues (Non-Critical)

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29. AR Department Issues (Critical)

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30. AR Department Issues (Non-Critical)

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31. Online Marketing Executive Issues (Critical)

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32. Online Marketing Executive Issues (Non-Critical)

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33. Retention Department Issues (Critical)

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34. Retention Department Issues (Non-Critical)

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35. WinBack Issues (Critical)

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36. WinBack Issues (Non-Critical)

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37. Advertising Department Issues (Critical)

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38. Advertising Department Issues (Non-Critical)

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39. QA Department Issues (Critical)

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40. QA Department Issues (Non-Critical)

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41. Email Department Issues (Critical)

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42. Email Department Issues (Non-Critical)

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43. Recommendation?

Ans: N/A

44. Department

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45. Recommendation

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46. Recording Link

Ans: https://212.50.20.20/RECORDINGS//2018-06-20/20180621-004649_7025766414_5641-
all.mp3

https://212.50.20.20/RECORDINGS//2018-06-20/20180621-012612_7025766414_5641-
all.mp3

https://212.50.20.20/RECORDINGS//2018-06-20/20180620-103620_7025766414_5471-
all.mp3

47. Total Call Length

Ans: 4764