Legitimate Cardholder Inconvenienced Discussion
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Legitimate Cardholder Inconvenienced Discussion
Question Description.
Travel writer Blair Rhines was mystified when the sales clerk at a Berlin department store refused her credit card. Sorry, the clerk said, your credit card is not being accepted. I dont know why. Rhines found out soon enough. Her bank had frozen her account because of an unusual spending pattern. The problem? Weve never had a charge from you in Germany before, a bank official told her. The bank didnt seem to remember that Rhines had repeatedly used that card in cities ranging from Boston to Tokyo to Cape Town over the past six years, each time without incident.
Rhines was a victim of neural-network technology, a tool that is intended to protect credit cardholders from thieves who steal cards and immediately run up huge purchases. This technology tracks spending patterns. If it detects anything unusualsuch as a sudden splurge on easy-to-fence items like jewelryit sets off an alarm. Alan Rochester, senior vice president of fraud management at Conroy Credit Card Services, says that the system is geared toward not declining any travel and entertainment expenses, like hotels, restaurants, or car rentals. But somehow it goofed and did not recognize that Blair Rhines was traveling, although she had used her card earlier to rent a car in Berlin, a sure sign that she was traveling.
Rhines was what the credit card industry calls a false positivea legitimate cardholder inconvenienced by the hunt for fraudsters. What particularly riled her was finding out that 75 percent of the transactions caught in the neural network turn out to be legitimate. Yet the technology has been immensely successful for credit card companies. Since Visa started using the program, its fraud rate dropped from 15 cents to 6 cents per $100. To avoid inconveniencing cardholders, the company doesnt automatically suspend a card when it suspects fraud. Instead, it telephones the cardholder to verify purchases. Of course, cardholders who are traveling are impossible to reach.
Angry about the inconvenience and embarrassment she experienced, Rhines sent a letter to Visa demanding an explanation in writing.
Your Task. As an assistant to the vice president in charge of fraud detection at Visa, you have been asked to draft a letter that can be used to respond to Blair Rhines as well as to other unhappy customers whose cards were wrongly refused by your software. You know that the program has been an overwhelming success. It can, however, inconvenience people, especially when they are traveling. You have heard your boss tell travelers that it is a good idea to touch base with the bank before leaving and take along the cards customer-service number (1-800-553-0321). Write a letter that explains what happened, retains the goodwill of the customer, and suggests reader benefits. Address your letter to Ms. Blair Rhines, 68 Riverside Drive, Apt. 35, New York, NY 10025.
RUBRIC
Excellent Quality
95-100%
Introduction 45-41 points
The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned.
Literature Support
91-84 points
The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned.
Methodology
58-53 points
Content is well-organized with headings for each slide and bulleted lists to group related material as needed. Use of font, color, graphics, effects, etc. to enhance readability and presentation content is excellent. Length requirements of 10 slides/pages or less is met.
Average Score
50-85%
40-38 points
More depth/detail for the background and significance is needed, or the research detail is not clear. No search history information is provided.
83-76 points
Review of relevant theoretical literature is evident, but there is little integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are included. Summary of information presented is included. Conclusion may not contain a biblical integration.
52-49 points
Content is somewhat organized, but no structure is apparent. The use of font, color, graphics, effects, etc. is occasionally detracting to the presentation content. Length requirements may not be met.
Poor Quality
0-45%
37-1 points
The background and/or significance are missing. No search history information is provided.
75-1 points
Review of relevant theoretical literature is evident, but there is no integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are not included in the summary of information presented. Conclusion does not contain a biblical integration.
48-1 points
There is no clear or logical organizational structure. No logical sequence is apparent. The use of font, color, graphics, effects etc. is often detracting to the presentation content. Length requirements may not be met
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Legitimate Cardholder Inconvenienced Discussion