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A customer contacts support and claims they are the victim of fraud, or their installer/sales rep gave them misinformation regarding their contract, etc. The support agent has followed the Escalating Complaints SOP, documented the interaction, and transferred the issue to the Escalations teamresolution specialist. This SOP outlines the process for investigating and resolving the issue.
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If an accusation of Fraud is presented, the Escalation team resolution specialist will:
Communicate with the customer about the claim:
Share in their frustration, but do not apologize or accept blame. (“I understand you must be frustrated” instead of “I’m so sorry this is happening”)
Do not place blame on the installer or sales rep (instead state that you are going to be looking into this and working with the installer, etc.)
Make sure that the customer understands that we are the financier and not the installer (but we will help them when dealing with an installer issue)
Get a detailed account of the customer’s claim.
Ask the customer to share any evidence they have, including:
Email, text, or other communications with the installer/sales rep or other parties
Supporting documentation such as additional contracts with the installer/sales rep or other parties
Gather all prior communications with the customer.
Gather corroborating evidence to validate the claim (may include):
Review the contract documents in DocuSign and compare:
Email addresses for signers
Check DocuSign certificate
If the email address used for sales rep matches customer’s, this is corroborating evidence to support the claim
IP addresses for signers
Check DocuSign certificate
If the IP address for homeowner is different than the one used for the sales rep, this is corroborating evidence to support the claim
Listen to the Welcome Call
Note any red flags
Compare the voice on the welcome call to other voice communications with the customer
If questionable, download the calls for further review
Google the customer if there is any question that the homeowner does not tie to the property
Obtain a Death Certificate when necessary
Reach out to the customer to determine if the system is operational when necessary
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