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Summary

In this transcript, a bank representative assists a customer, Ibu Yuke, who encountered an issue with a failed 10 million rupiah transfer at an ATM. The representative apologizes and explains the situation, assuring her that the funds will be returned within 14 business days. The conversation shifts to a discussion about a specific banking product—a savings account for Hajj and Umrah. The representative explains how the account works, including the minimum deposit requirements, and offers to follow up with the customer later. The interaction ends with the representative thanking the customer for their patience and wishing them well.

Takeaways

• 😀 The customer, Ibu Yuke, experienced an issue where a transfer of 10 million IDR did not appear in her account after using an ATM at Bank Riau Kepri in Manado City.
• 😀 The bank representative apologized for the inconvenience and confirmed that the transaction had failed due to a possible network or system error.
• 😀 The bank assured Ibu Yuke that the funds would be refunded to her account within 14 business days and she would receive an SMS notification once the funds were successfully credited.
• 😀 Ibu Yuke was asked to provide her account details, including her identity card, ATM card, and phone number, to verify her transaction.
• 😀 The bank representative verified the failed transaction and confirmed that it was indeed a transfer from her account to another bank.
• 😀 Ibu Yuke was informed that she could expect a fast resolution of the issue, and there was no need for her to worry about the process.
• 😀 The bank also offered additional services, such as a special savings account for Hajj preparations, with an initial deposit requirement of 50,000 IDR and a total target of 25 million IDR for Hajj registration.
• 😀 Ibu Yuke was given a brochure about the Hajj savings account and was encouraged to consider opening the account to save for her pilgrimage.
• 😀 The bank representative suggested that Ibu Yuke could either make monthly contributions to the Hajj savings or deposit the full amount of 25 million IDR when ready.
• 😀 At the end of the conversation, Ibu Yuke was thanked for her patience, and the representative confirmed they would follow up with her in a couple of days regarding the Hajj account opening.

Q & A

What issue is the customer, Ibu Yuke, facing in the script?

Ibu Yuke is experiencing a failed bank transaction where she transferred 10 million rupiah, but the money did not appear in the recipient's account.

What steps are taken by the bank representative to resolve the issue?

The bank representative apologizes for the inconvenience, confirms the details of the transaction, verifies Ibu Yuke's account information, and informs her that the issue could be due to a system or network failure. The bank promises to resolve the issue and refund the money within 14 working days.

How does the bank plan to return the transferred money to Ibu Yuke?

The bank plans to return the 10 million rupiah to Ibu Yuke's account. Once the funds are successfully credited, she will receive an SMS notification.

What does the bank require from Ibu Yuke to process the resolution?

The bank requires Ibu Yuke to provide her savings book, identity card, and ATM card for verification. Additionally, she needs to fill out a form and sign it.

Why is Ibu Yuke interested in a specific bank product, and what is it?

Ibu Yuke is interested in a Shariah-compliant savings product offered by Bank Riau Kepri, which is designed for those saving for Hajj and Umrah. It requires an initial deposit of 50,000 rupiah, and once the balance reaches 25 million rupiah, Ibu Yuke can use it to secure a Hajj pilgrimage spot.

What other use does the Hajj savings account offer besides saving for Hajj?

The Hajj savings account can also be used to save for Umrah, and the funds can be withdrawn at any time to cover the costs of Umrah before reaching the 25 million rupiah threshold for Hajj.

What is the required minimum deposit to open the Hajj savings account?

The minimum deposit required to open the Hajj savings account is 50,000 rupiah.

How does the bank plan to handle Ibu Yuke's query about the Hajj savings account?

The bank representative provides Ibu Yuke with a brochure about the Hajj savings account and suggests that she can open the account by making monthly deposits or depositing 25 million rupiah directly to secure a Hajj spot.

What will happen after Ibu Yuke fills out the necessary forms for the transaction issue?

After Ibu Yuke fills out the forms, the bank representative will help her complete the process, including photocopying her documents. The bank will then begin processing the return of the funds.

What is the final action taken by the bank representative at the end of the interaction?

At the end of the interaction, the bank representative thanks Ibu Yuke for her patience and assures her that the issue will be resolved. The representative also confirms that they will follow up in a few days to check if Ibu Yuke is interested in opening the Hajj savings account.