Closing accounts

    If the request comes from a non-depositor, you can close the account without any issues. Make sure you add an account note for this action.

    If the request comes from a depositing members we need to do the following:

1. Ask member why they want to close their accounts, collect as much feedback on this as possible.
2. Offer to come with a solution if they have an issue with the site or comfort them if they are negative towards any aspect of the site.
3. If they are willing to give the site another try, contact Amy to see if they are eligible for any goodwill bonuses. If she is not around, inform the member that you have contacted your manager for a goodwill bonus.
4. If the member still wants to close their account, please open a ticket for them (if they call you on live help) or reply to the ticket that they opened and forward it to Amy.
   
   *** Please note that all actions that are made on a member's account have to be recorded on the account notes. Create a note for everything you do like crediting free bonuses, closing/opening accounts + reasons.