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Complaint workbench for investigation, customer communication, root cause, final response, redress, and CBK closure evidence.
| Timestamp | Investigator | Action | Evidence |
|---|---|---|---|
| 2026-07-03 10:14 EAT | Grace Njeri | Acknowledged complaint and froze adverse collection notes. | ACK-SMS-0711-001 |
| 2026-07-04 15:22 EAT | Pricing Ops | Compared quote hash with drawdown disclosure event. | QUOTE-HASH-91AF |
| 2026-07-08 09:40 EAT | Grace Njeri | Requested finance reversal approval for APR mismatch. | REV-REQ-3407 |
| Channel | Sent date | Sent by | Content |
|---|---|---|---|
| SMS | 2 Jul 2026 | Grace Njeri | We have received complaint DRC-2026-0711-001 and will update you after reviewing the loan quotation and debit event. |
| 7 Jul 2026 | Grace Njeri | The investigation found a pricing cache mismatch. We are preparing a corrected cost disclosure and reversal confirmation. |
| Ref no. | Customer | Product | Type | Status | Received |
|---|---|---|---|---|---|
| DRC-2026-0705-003 | Mary Achieng | MSME working capital | Adverse action | resolved | 4 Jun 2026 |