A long-standing RBC client calls frustrated because a fee was charged that they believe was waived last year. You have no record of the waiver. What is the best course of action?
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A
Apologize and immediately refund the fee without further investigation
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B
Tell the client there is no record of a waiver and decline any adjustment
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C
Acknowledge their frustration, review account history thoroughly, and escalate to a supervisor if needed to resolve fairly
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D
Ask the client to provide written proof of the waiver before taking any action