Question

A customer calls an agent to complain about the agent's handling of her account. The customer is not satisfied with the agent's response and calls the branch manager to complain. Under NASAA rules, this is:____________.A. defined as a complaint that must be recorded and a resolution attempted because it was directed to a managerB. defined as a complaint that must be recorded and a resolution attempted because it was made verballyC. not defined as a complaint that must be recorded and a resolution attempted because it was made verballyD. not defined as a complaint that must be recorded and a resolution attempted because it was not filed with the State Administrator

Answer 1

C. not defined as a complaint that must be recorded and a resolution attempted because it was made verbally

Answer 2

The right answer is option (C).

Step-by-step explanation:

According to the scenario, the most appropriate answer is option (C) because according to the NASAA rules a complaint can not be registered until it is in written form. As in the scene, the complaint is made verbally and hence it can not be recorded.

While the other options are wrong because of the following reason:

• Option (A) is wrong because the complaint is not in written and hence it can not be a matter to whom it directed.

• Option (B) is wrong because it defines that the complaint can be recorded by verbal communication.

• Option (D) is wrong because there is no connection with the state administrator until a complaint was recorded in writing.