Higher ESOL Practice Questions - Higher ESOL (Qualifications Scotland SCQF Level 6) Exam

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Read the customer service exchange: Customer: 'I was charged a international transaction fee on my debit card, but I was told at the branch that European online purchases wouldn't incur extra costs.' Representative: 'I see. While foreign currency transactions do incur a standard fee, let me review your account details to see if we can issue a goodwill credit for this instance.' What is the customer representative offering to do?

Investigate the account and potentially refund the fee as a courtesy Permanently change the bank's fee policy for all international purchases Refuse the request because the fee was charged correctly according to policy Advise the customer to open a separate multi-currency account

Correct Answer:

Investigate the account and potentially refund the fee as a courtesy

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