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I would first ask the customer for the transaction details and the UTR number to track the payment. I would reassure them that their money is safe and explain that such issues can occur due to network or server problems. I would check the system for any reversals.
If the money is stuck in the banking gateway, I would file a complaint and provide a tracking ID. I would inform them about the usual T+3 or T+5 working days for a refund. I would also suggest checking the statement after 24 hours.
Handling such situations needs empathy and clarity. By giving a clear timeline, I can reduce stress and maintain trust in digital banking systems.