MICROFINANCE5 MIN READ
The Agent Complaint Conversation
Respond to a DFS agent complaint in a way that captures evidence, protects the client, and triggers follow-up.
Omar O Digital loan client 1 Acknowledge 2 Evidence 3 Close loop Hotline call 11:05 a.m. Agent fee complaint Omar says an agent charged an extra $1 at cash-out. The agent is high volume, so the branch has an incentive to minimize the complaint. Agent complaints reveal whether digital access is actually responsible at the last mile. $1 extra fee claimed 48h promised callback window
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