General Studies · Course of Action
Statement: A customer claims they were charged a fee for a service they never requested or used. How should the bank handle this complaint? Courses of Action: I. The bank should thoroughly review account details to invalidate the claim and prove the customer preferred against the service. II. If an unauthorized fee was incorrectly charged, the bank should apologize, explain the error, and refund the amount. III. Review internal procedures to identify the root cause and implement checks to avoid repetition. Choose the most logical course(s) of action:
Verified Solution4 OptionsUpdated: October 2026👁️1 View
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- 1Either I or II, and III follow✓
- 2I, II, and III are independently correct but cannot coexist
- 3Either I or II follows
- 4Only I follows
Correct answer
Either I or II, and III follow
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