Once fraud has been detected and a customer’s usual payment mechanism is broken, what happens next to ensure that customer remains happy and loyal?
By way of example, my son’s debit card was recently compromised. His bank contacted him immediately, and only one fraud charge made it through before they closed the account. However, that was where the exceptional service stopped.
As a young millennial with one debit card, he had no access to his funds without going into a branch to withdraw cash. After five days, he called only to find out the bank hadn’t yet mailed him his new card.