When something goes wrong
Something changed.
You want answers.
A payment went to the wrong place. Your records changed. A service you rely on stopped working. Start with what happened to you.
Keep the facts.
Write down what changed and when you noticed. Keep relevant messages, receipts and records you can access. You do not need to know which technology was involved to ask for an explanation.
Ask for five clear answers.
- What happened?
What changed, and why?
- Who authorized it?
What permission or rule did the system rely on?
- What is the record?
What can you inspect to understand the decision?
- Can anything still be stopped?
Is more work pending while the issue is examined?
- Who can put it right?
Who can review the decision, and what can they change?
Know the next step.
An explanation is a beginning. Find out who will review your concern, what happens next and how you will hear back.
If you need another opinion, ask what information you may share and with whom.
Understand the choices you should keep