Customer care
Disputes & hardship
Cases the voice agent captured and routed to the right human team.
Open cases
46
Across disputes, complaints and hardship
Hardship requests
84
This month, 62 plans agreed
Average resolution
3.4 days
Against a 5-day service target
Breached SLA
2
Escalated to the collections manager
Regulator escalations
3
2 with Sanadak, 1 with the Central Bank
Disputed value
AED 62,400
Held out of collections pending review
Fee waivers granted
41
AED 22,600 written off this month
Repeat disputes
6
Same account within 90 days
Case volume trend
New disputes, complaints and hardship cases per week
Dispute reason breakdown
Share of open and recently closed cases
Disputed charge / fee32%
Payment not reflected24%
Hardship — income loss21%
Complaint — agent conduct14%
Other9%
Case register
Every case is logged automatically from the call transcript
| Case | Customer | Type | Amount | Channel raised | Team | Priority | Age | SLA | Status |
|---|---|---|---|---|---|---|---|---|---|
| DSP-2091 | Noura Al Suwaidi GB-9014 | Disputed charge | AED 3,400 | Voice call | Disputes desk | High | 2d | 2 days left | Under review |
| HDS-1188 | Fatima Al Mazrouei GB-3072 | Hardship request | AED 18,320 | Voice call | Welfare desk | High | 2d | 4 days left | Welfare desk |
| DSP-2088 | Khalid Al Ameri GB-5540 | Payment not reflected | AED 5,000 | Voice call | Disputes desk | Critical | 3d | 1 day left | Evidence requested |
| CMP-0742 | Shamma Al Hosani GB-2213 | Complaint — call timing | — | Web form | Customer care | Low | 4d | Closed | Resolved |
| HDS-1184 | Salem Al Ketbi GB-7719 | Hardship request | AED 26,400 | Voice call | Welfare desk | Medium | 5d | Closed | Plan agreed |
| DSP-2081 | Majid Al Rumaithi GB-3388 | Disputed late fee | AED 620 | Voice call | Disputes desk | Low | 6d | Closed | Fee waived |
| HDS-1179 | Hessa Al Falasi GB-9902 | Hardship request | AED 9,650 | Welfare desk | Medium | 6d | 1 day left | Under review | |
| DSP-2076 | Jassim Al Hosani GB-1128 | Disputed direct debit | AED 3,300 | Voice call | Disputes desk | High | 7d | Breached | Escalated |
| CMP-0738 | Tariq Al Balushi GB-3390 | Complaint — agent tone | — | Voice call | Customer care | Low | 7d | Closed | Resolved |
| DSP-2071 | Aisha Al Nuaimi GB-4471 | Payment not reflected | AED 12,400 | App | Disputes desk | Medium | 8d | Closed | Resolved |
| HDS-1170 | Omar Al Mansoori GB-8421 | Hardship request | AED 6,120 | Voice call | Welfare desk | Medium | 9d | Closed | Plan agreed |
| DSP-2065 | Rashid Al Qubaisi GB-7731 | Disputed charge | AED 2,500 | Voice call | Disputes desk | Low | 10d | Closed | Fee waived |
| CMP-0731 | Mariam Al Zaabi GB-8890 | Complaint — repeat calls | — | Web form | Customer care | Medium | 11d | Closed | Resolved |
| HDS-1163 | Yousef Al Muhairi GB-6032 | Hardship request | AED 7,300 | Voice call | Welfare desk | High | 12d | Breached | Escalated |
| DSP-2059 | Saif Al Muhairi GB-6648 | Disputed charge | AED 1,975 | Voice call | Disputes desk | Low | 13d | Closed | Resolved |
| OMB-0012 | Sara Al Khoori GB-2205 | Ombudsman referral | AED 4,880 | Regulator | Compliance | Critical | 14d | 5 days left | With regulator |
Hardship plan types
Plans agreed this month, by category
| Plan type | Count | AED value |
|---|---|---|
| Payment deferral | 34 | AED 412,800 |
| Loan restructure | 19 | AED 968,200 |
| Fee waiver | 41 | AED 22,600 |
| Settlement (full and final) | 8 | AED 341,500 |
SLA performance by team
Actual resolution time against target
| Team | Target | Actual | Within SLA |
|---|---|---|---|
| Disputes desk | 5 days | 3.1 days | 94% |
| Welfare desk | 7 days | 5.4 days | 89% |
| Customer care | 3 days | 2.2 days | 97% |
| Compliance | 10 days | 8.6 days | 76% |
Regulator & ombudsman escalations
Cases referred outside the bank for independent review
| Case | Customer | Body | Stage | Due |
|---|---|---|---|---|
| OMB-0012 | Sara Al Khoori GB-2205 | Sanadak | Evidence submitted | 5 days left |
| OMB-0009 | Humaid Al Naqbi GB-1904 | Central Bank of the UAE | Response filed | Closed |
| OMB-0007 | Alia Al Otaiba GB-2670 | Sanadak | Awaiting decision | 9 days left |
How the agent handles a dispute
Behaviour defined in the Voice AI studio
- 1. Stop collecting on the amount in question immediately.
- 2. Capture the reason, the disputed amount and any reference the customer gives.
- 3. Confirm the case reference back to the customer before closing the call.
- 4. Write the case to the lending system and pause dialling on that account.
- 5. Route hardship signals to the welfare desk with income and employment context.
- 6. Flag repeat disputes on the same account for manual review before the next call.
- 7. Offer the regulator escalation path if the customer remains unsatisfied after review.
Hardship options offered
Within the agent’s authority
- Instalment plan of up to 6 months on balances below AED 25,000.
- One-month payment deferral for verified salary delays.
- Late fee waiver of up to AED 500 for first-time delinquency.
- Loan restructure referral for balances above AED 25,000 or repeat hardship.
- Full and final settlement offers routed to the collections manager for sign-off.
- Anything larger is handed to the welfare desk with full context.