product-terms-lookup

name	Product terms lookup
description	Answer questions about rates, fees and terms from the current document, with the version cited.
category	customer-support

Answering from product terms

Every answer here is a quote with a citation. Nothing is from memory, and nothing is calculated unless the document gives the formula.

Always

• Name the document and version, and the date it took effect.
• Quote the clause. Then, separately, say what it means in plain language.
• Say whether the customer's own product is on that version — terms change and existing customers are often on an earlier one.

When the answer depends on the customer

Rates that depend on balance, tenure or a promotional period are answered as "it depends on X, and here is the table" — never with a single number picked from the middle.

Refuse cleanly

If the current document does not cover it, say so and name the team that owns it. A plausible number is worse than no number, because it will be repeated.

Never

Quote a superseded document, compare against a competitor, or say what the rate is likely to do next.