PROBLEM:Claims/FraudPROBLEMDETAILS:Fraud Alerts Issue| Alert NotReceived People:Privacy/Marketing-Abuse/PhishingPROBLEM:CallTransfers/DisconnectsPROBLEM DETAILS:MultipleContacts/Transfers Problem:Call Handling/TreatmentPROBLEM DETAILS:Incorrect/IncompleteInformation Given |Employee ProvidedIncorrect Information/DidNot Communicate PROBLEM:Card Issues(Credit/Debit/ATM)PROBLEMDETAILS:ProcessingTimeframe People: CallTransfers/Disconnects-Disconnected CallPROBLEM:IVRPROBLEM DETAILS:IVR Not Working AsExpected | IVR DidNot Offer DesiredOption Process:Claims/Fraud-Identity TheftProcess: CreditReporting-InaccurateReporting onCredit ReportPROBLEM:CallHandling/TreatmentPROBLEM DETAILS:Agent Behavior/RudeTreatment | PriorEmployee Unable orUnwilling ToAssist/Resolve Process:Account/LoanIssue-RiskActionPROBLEM:OnlineBanking/DesktopPROBLEM DETAILS:Account Profile |Email IncorrectUnable To Update Service:Facilities-FC/AdvanceCenter-CheckCashing PolicyPROBLEM:CallHandling/TreatmentPROBLEMDETAILS:Lack Of Follow Upand/or Resolution PROBLEM:Facilities-FC/AdvanceCenterPROBLEMDETAILS:Wait Time PROBLEM:Claims/FraudPROBLEM DETAILS:Third Party Fraud |Bank Did Not PreventFraud or Scam PROBLEM:Claims/FraudPROBLEMDETAILS:ProcessingTimeframe Problem:Claims andFraudProblemDetails:Claim not filed Process:Card Issues-Carddecline/notworking.Process:Claims andFraud-ClaimDecisionDisputed/LateProblem: Facilities-FC/Advance CenterPROBLEM DETAILS:AuthenticationProcessReferred to FC toAuthenticate Service: ATM-Available BillDenominationsPROBLEM:Claims/FraudPROBLEMDETAILS:Claim FiledIncorrectly/Not Filed| Claim Not Filed PROBLEM:Claims/FraudPROBLEM DETAILS:Claim DecisionDisputed/Late | ClaimDecisionDisputed/Wrong PROBLEM:Claims/FraudPROBLEMDETAILS:Fraud Alerts Issue| Alert NotReceived People:Privacy/Marketing-Abuse/PhishingPROBLEM:CallTransfers/DisconnectsPROBLEM DETAILS:MultipleContacts/Transfers Problem:Call Handling/TreatmentPROBLEM DETAILS:Incorrect/IncompleteInformation Given |Employee ProvidedIncorrect Information/DidNot Communicate PROBLEM:Card Issues(Credit/Debit/ATM)PROBLEMDETAILS:ProcessingTimeframe People: CallTransfers/Disconnects-Disconnected CallPROBLEM:IVRPROBLEM DETAILS:IVR Not Working AsExpected | IVR DidNot Offer DesiredOption Process:Claims/Fraud-Identity TheftProcess: CreditReporting-InaccurateReporting onCredit ReportPROBLEM:CallHandling/TreatmentPROBLEM DETAILS:Agent Behavior/RudeTreatment | PriorEmployee Unable orUnwilling ToAssist/Resolve Process:Account/LoanIssue-RiskActionPROBLEM:OnlineBanking/DesktopPROBLEM DETAILS:Account Profile |Email IncorrectUnable To Update Service:Facilities-FC/AdvanceCenter-CheckCashing PolicyPROBLEM:CallHandling/TreatmentPROBLEMDETAILS:Lack Of Follow Upand/or Resolution PROBLEM:Facilities-FC/AdvanceCenterPROBLEMDETAILS:Wait Time PROBLEM:Claims/FraudPROBLEM DETAILS:Third Party Fraud |Bank Did Not PreventFraud or Scam PROBLEM:Claims/FraudPROBLEMDETAILS:ProcessingTimeframe Problem:Claims andFraudProblemDetails:Claim not filed Process:Card Issues-Carddecline/notworking.Process:Claims andFraud-ClaimDecisionDisputed/LateProblem: Facilities-FC/Advance CenterPROBLEM DETAILS:AuthenticationProcessReferred to FC toAuthenticate Service: ATM-Available BillDenominationsPROBLEM:Claims/FraudPROBLEMDETAILS:Claim FiledIncorrectly/Not Filed| Claim Not Filed PROBLEM:Claims/FraudPROBLEM DETAILS:Claim DecisionDisputed/Late | ClaimDecisionDisputed/Wrong 

Complaint Capture - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. PROBLEM: Claims/Fraud PROBLEM DETAILS: Fraud Alerts Issue | Alert Not Received
  2. People: Privacy/Marketing- Abuse/Phishing
  3. PROBLEM: Call Transfers/Disconnects PROBLEM DETAILS: Multiple Contacts/Transfers
  4. Problem: Call Handling/Treatment PROBLEM DETAILS: Incorrect/Incomplete Information Given | Employee Provided Incorrect Information/Did Not Communicate
  5. PROBLEM: Card Issues (Credit/Debit/ATM) PROBLEM DETAILS: Processing Timeframe
  6. People: Call Transfers/Disconnects- Disconnected Call
  7. PROBLEM: IVR PROBLEM DETAILS: IVR Not Working As Expected | IVR Did Not Offer Desired Option
  8. Process: Claims/Fraud- Identity Theft
  9. Process: Credit Reporting- Inaccurate Reporting on Credit Report
  10. PROBLEM: Call Handling/Treatment PROBLEM DETAILS: Agent Behavior/Rude Treatment | Prior Employee Unable or Unwilling To Assist/Resolve
  11. Process: Account/Loan Issue-Risk Action
  12. PROBLEM: Online Banking/Desktop PROBLEM DETAILS: Account Profile | Email Incorrect Unable To Update
  13. Service: Facilities- FC/Advance Center-Check Cashing Policy
  14. PROBLEM: Call Handling/Treatment PROBLEM DETAILS: Lack Of Follow Up and/or Resolution
  15. PROBLEM: Facilities- FC/Advance Center PROBLEM DETAILS: Wait Time
  16. PROBLEM: Claims/Fraud PROBLEM DETAILS: Third Party Fraud | Bank Did Not Prevent Fraud or Scam
  17. PROBLEM: Claims/Fraud PROBLEM DETAILS: Processing Timeframe
  18. Problem: Claims and Fraud Problem Details: Claim not filed
  19. Process: Card Issues- Card decline/not working.
  20. Process: Claims and Fraud-Claim Decision Disputed/Late
  21. Problem: Facilities- FC/Advance Center PROBLEM DETAILS: Authentication Process Referred to FC to Authenticate
  22. Service: ATM-Available Bill Denominations
  23. PROBLEM: Claims/Fraud PROBLEM DETAILS: Claim Filed Incorrectly/Not Filed | Claim Not Filed
  24. PROBLEM: Claims/Fraud PROBLEM DETAILS: Claim Decision Disputed/Late | Claim Decision Disputed/Wrong