ComplaintGuard

Why this complaint escalated — and the earliest point it could have been stopped
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Escalation risk · billing dispute · policy gap

47 from 15 before the latest contact
Score is a capped sum of fixed weights. No model sets it, nothing is learned, the same case always gives the same number — and every point below traces to a line someone actually said.

Earliest point this could have been stopped

Open and assign a case for "Close a deceased account holder's account and stop the direct debit".
Contact 1 · 04 Sep 2026, 13:40
The need was stated clearly but nothing was raised against it, so it did not reappear in anyone's queue.
customer “I'm trying to close her account and stop the direct debit”

Why — 3 signals

+20
no owner
The matter is still unresolved and no action across 2 contacts assigned it to anyone.
customer “I'm trying to close her account and stop the direct debit”
+15
unresolved need
Customer need "Close a deceased account holder's account and stop the direct debit" is still unresolved.
customer “I'm trying to close her account and stop the direct debit”
+12
repeat contact
2 contacts and "Close a deceased account holder's account and stop the direct debit" is still outstanding.
customer “I'm trying to close her account and stop the direct debit”

What happened

Contact 1 · 04 Sep, 13:40 · call
Caller is settling their late mother's affairs and asks to close the account and stop billing. No process exists on the agent's screen.
unresolved: Close a deceased account holder's account and stop the direct debit no owner assigned: No process available; customer advised to call back and try another agent
transcript
customerMy mother passed away last month. I'm trying to close her account and stop the direct debit.
agentI'm sorry for your loss. Let me see what I can find here.
customerI've got the certificate and I'm the executor.
agentThe system's only letting me do this if you're the account holder or an authorised contact, and there isn't an option for what you're describing.
customerSo what should I do?
agentI'd try calling back — someone else may have more options than I do.
Contact 2 · 10 Sep, 10:30 · call
Second attempt, same answer, and the debit has gone through again.
no owner assigned: Second agent gave the same answer; still no route to resolution
transcript
customerI rang last week about my mother's account. Another payment came out on the eighth.
agentI can see the note. I'm afraid I've got the same options as my colleague did.
customerI've been asked for the certificate twice and it hasn't gone anywhere either time.
agentI understand. I don't have a way to action it from here.

Suggested next steps

Suggestions only. This system never issues a refund, changes a plan or opens a ticket, and a score is never used on its own to judge an agent.
high
Call the customer back within 2 hours
Owed since 04 Sep 13:40 and still outstanding.
high
Raise and assign a case for the outstanding request
An unresolved need with no owner is what produced the repeat contact.
high
Raise a fault ticket and name an owner
Nothing on this case has ever been assigned to a person or a queue.

Run

extractorlabelled-stub
claims checked3
citations rejected0
marked uncertain0 — shown above, excluded from the score
llm calls0
elapsed0 ms