Process:Claims/Fraud-Identity TheftPROBLEM:IVRPROBLEM DETAILS:IVR Not Working AsExpected | IVR DidNot Offer DesiredOption People:Privacy/Marketing-Abuse/PhishingPROBLEM:OnlineBanking/DesktopPROBLEM DETAILS:Account Profile |Email IncorrectUnable To Update Process: CreditReporting-InaccurateReporting onCredit ReportPROBLEM:Claims/FraudPROBLEM DETAILS:Third Party Fraud |Bank Did Not PreventFraud or Scam Process:Card Issues-Carddecline/notworking.People: CallTransfers/Disconnects-Disconnected CallPROBLEM:Facilities-FC/AdvanceCenterPROBLEMDETAILS:Wait Time Process:Claims andFraud-ClaimDecisionDisputed/LateService:Facilities-FC/AdvanceCenter-CheckCashing PolicyPROBLEM:CallHandling/TreatmentPROBLEMDETAILS:Lack Of Follow Upand/or Resolution Problem:Call Handling/TreatmentPROBLEM DETAILS:Incorrect/IncompleteInformation Given |Employee ProvidedIncorrect Information/DidNot Communicate Service: ATM-Available BillDenominationsProblem:Claims andFraudProblemDetails:Claim not filed PROBLEM:Claims/FraudPROBLEMDETAILS:Fraud Alerts Issue| Alert NotReceived PROBLEM:Claims/FraudPROBLEMDETAILS:Claim FiledIncorrectly/Not Filed| Claim Not Filed PROBLEM:CallTransfers/DisconnectsPROBLEM DETAILS:MultipleContacts/Transfers PROBLEM:Card Issues(Credit/Debit/ATM)PROBLEMDETAILS:ProcessingTimeframe Process:Account/LoanIssue-RiskActionPROBLEM:Claims/FraudPROBLEMDETAILS:ProcessingTimeframe Problem: Facilities-FC/Advance CenterPROBLEM DETAILS:AuthenticationProcessReferred to FC toAuthenticate PROBLEM:CallHandling/TreatmentPROBLEM DETAILS:Agent Behavior/RudeTreatment | PriorEmployee Unable orUnwilling ToAssist/Resolve PROBLEM:Claims/FraudPROBLEM DETAILS:Claim DecisionDisputed/Late | ClaimDecisionDisputed/Wrong Process:Claims/Fraud-Identity TheftPROBLEM:IVRPROBLEM DETAILS:IVR Not Working AsExpected | IVR DidNot Offer DesiredOption People:Privacy/Marketing-Abuse/PhishingPROBLEM:OnlineBanking/DesktopPROBLEM DETAILS:Account Profile |Email IncorrectUnable To Update Process: CreditReporting-InaccurateReporting onCredit ReportPROBLEM:Claims/FraudPROBLEM DETAILS:Third Party Fraud |Bank Did Not PreventFraud or Scam Process:Card Issues-Carddecline/notworking.People: CallTransfers/Disconnects-Disconnected CallPROBLEM:Facilities-FC/AdvanceCenterPROBLEMDETAILS:Wait Time Process:Claims andFraud-ClaimDecisionDisputed/LateService:Facilities-FC/AdvanceCenter-CheckCashing PolicyPROBLEM:CallHandling/TreatmentPROBLEMDETAILS:Lack Of Follow Upand/or Resolution Problem:Call Handling/TreatmentPROBLEM DETAILS:Incorrect/IncompleteInformation Given |Employee ProvidedIncorrect Information/DidNot Communicate Service: ATM-Available BillDenominationsProblem:Claims andFraudProblemDetails:Claim not filed PROBLEM:Claims/FraudPROBLEMDETAILS:Fraud Alerts Issue| Alert NotReceived PROBLEM:Claims/FraudPROBLEMDETAILS:Claim FiledIncorrectly/Not Filed| Claim Not Filed PROBLEM:CallTransfers/DisconnectsPROBLEM DETAILS:MultipleContacts/Transfers PROBLEM:Card Issues(Credit/Debit/ATM)PROBLEMDETAILS:ProcessingTimeframe Process:Account/LoanIssue-RiskActionPROBLEM:Claims/FraudPROBLEMDETAILS:ProcessingTimeframe Problem: Facilities-FC/Advance CenterPROBLEM DETAILS:AuthenticationProcessReferred to FC toAuthenticate PROBLEM:CallHandling/TreatmentPROBLEM DETAILS:Agent Behavior/RudeTreatment | PriorEmployee Unable orUnwilling ToAssist/Resolve 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. Process: Claims/Fraud- Identity Theft
  2. PROBLEM: IVR PROBLEM DETAILS: IVR Not Working As Expected | IVR Did Not Offer Desired Option
  3. People: Privacy/Marketing- Abuse/Phishing
  4. PROBLEM: Online Banking/Desktop PROBLEM DETAILS: Account Profile | Email Incorrect Unable To Update
  5. Process: Credit Reporting- Inaccurate Reporting on Credit Report
  6. PROBLEM: Claims/Fraud PROBLEM DETAILS: Third Party Fraud | Bank Did Not Prevent Fraud or Scam
  7. Process: Card Issues- Card decline/not working.
  8. People: Call Transfers/Disconnects- Disconnected Call
  9. PROBLEM: Facilities- FC/Advance Center PROBLEM DETAILS: Wait Time
  10. Process: Claims and Fraud-Claim Decision Disputed/Late
  11. Service: Facilities- FC/Advance Center-Check Cashing Policy
  12. PROBLEM: Call Handling/Treatment PROBLEM DETAILS: Lack Of Follow Up and/or Resolution
  13. Problem: Call Handling/Treatment PROBLEM DETAILS: Incorrect/Incomplete Information Given | Employee Provided Incorrect Information/Did Not Communicate
  14. Service: ATM-Available Bill Denominations
  15. Problem: Claims and Fraud Problem Details: Claim not filed
  16. PROBLEM: Claims/Fraud PROBLEM DETAILS: Fraud Alerts Issue | Alert Not Received
  17. PROBLEM: Claims/Fraud PROBLEM DETAILS: Claim Filed Incorrectly/Not Filed | Claim Not Filed
  18. PROBLEM: Call Transfers/Disconnects PROBLEM DETAILS: Multiple Contacts/Transfers
  19. PROBLEM: Card Issues (Credit/Debit/ATM) PROBLEM DETAILS: Processing Timeframe
  20. Process: Account/Loan Issue-Risk Action
  21. PROBLEM: Claims/Fraud PROBLEM DETAILS: Processing Timeframe
  22. Problem: Facilities- FC/Advance Center PROBLEM DETAILS: Authentication Process Referred to FC to Authenticate
  23. PROBLEM: Call Handling/Treatment PROBLEM DETAILS: Agent Behavior/Rude Treatment | Prior Employee Unable or Unwilling To Assist/Resolve
  24. PROBLEM: Claims/Fraud PROBLEM DETAILS: Claim Decision Disputed/Late | Claim Decision Disputed/Wrong