If a customer is failing to perform transactions, log onto BI to check if there is a debit lock on the account. If yes, they could be locked for either of these reasons; funds recovery or possible criminal investigation.
If it is as a result of a loan recovery, check if all pending loan repayments have been done. If yes, initiate unmarking on flexcube and request for approval from the contact centre team leads via email.
If it is as a result of suspected criminal activity, give the customer a holding response. Do not hint or tip them off. Meanwhile, forward a query to their domicile branch to confirm if that is the reason for marking the account for no debit. Advise the customer that the bank will revert to them once we succeed in rectifying their failure to transact.
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