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Client Dispute Exclusions — DO NOT DISPUTE Protocol

Overview

Clients frequently request that certain accounts be excluded from the dispute process. The most common reason: they want to keep a credit card in good standing with the lender (especially Capital One, Mission Lane, and other subprime issuers that will close accounts if disputes are filed). Other exclusions are partial — dispute the late payments but not the hard inquiry, or dispute the tradeline but not the credit card itself.

🚨 Critical: Missing an exclusion can cause a client to lose an active credit card, lose a credit line, or lose trust in Crowned Credit. Every exclusion must be captured, logged, and visible to the disputing team before the first round of letters goes out.

Standard Capture Workflow

    CSR (Onboarding or Support) receives the request. This usually happens during the onboarding call, during a review-the-report session, or when the client spots a new dispute letter on an account they wanted to protect. Post to #customer-support Discord tagging @Credit Case@Case Specialists role (1468303041475252244) or @Disputers@Onboarding rolerole. (1369736205360562246).DisputeFox: UseCSR member must include this note in the exact"Additional templateInfo" below.Addportion a note onof the client's GHLDF contactaccount. underMake sure to save it so the "Dispute Notes"Team customwill field.be Titleable theto note:see DOit. NOT DISPUTE — [creditor name].Add the tag dispute-exclusion on the GHL contact so they appear in the Disputer's pre-dispute review filter.DisputeFox: the disputer must mark the specific tradeline(s) as "Excluded" inside the client's DisputeFox profile before building letters.

    Discord Posting Template

    @Credit Case@Case Specialists for [CLIENT FULL NAME]

DO NOT DISPUTE THE FOLLOWING:

- [Creditor 1] — [what to exclude: entire account / hard inquiry only / late payments only]
- [Creditor 2] — [what to exclude]
    Reason: [client retention / active credit line / client request] Logged by: [Your name] Date: [MM/DD/YYYY]

    Common Exclusion Patterns

    Scenario What to ExcludeDo WhyRemarks Client wants to keep an active credit cardcard, avoid any risk of it closing down Entire tradeline (do not dispute the card at all)

    Capital One, Mission Lane, Revvi, Fit, Premier Bankcard, Avant, Merrick — these issuers close accounts when disputes are filed. Frequently seen: Capital One Platinum, Capital One Quicksilver.

    Active card

     with

    late payment history

    Hard inquiryinquiries only — OKattached to disputethese lateopen paymentsaccounts are automatically excluded from the disputes as well to mitigate risk of account closure.

    Client wantsis thecurrently latesgoing removedthrough butdebt wantsconsolidation thefor this account and credit line to stay open. Common: IKEA / Commodity Bank Credit Card, Merrick Bank.Client plans to reuse the creditor soonEntire tradeline, temporarily Client may be about to applyExclude for anow newawait cardfor orconfirmation autofrom loanthe withclient thatwhen bank;the disputingpayments mid-applicationhave canbeen causecompleted denial.on the debt consolidation Client says "I'll let you know when" EntireExclude tradeline,entire flaggedtradeline pending-client-clearanceonly upon confirmation, make GHL note regarding this Common for

    During Capitalcases One.like Disputersthis, mustwe'll waitawait forconfirmation explicitfrom re-authorizationclient beforewhen everto touchingexclude it. Let them know that it would apply to the account.next Re-confirmdispute everyround.

    60 days.

    Known High-Risk Creditors (Close Accounts on Dispute)

    These lenders have a documented history of closing accounts when any dispute is filed on their tradeline. Default to confirming with the client before disputing anything attached to these issuers, even when it looks like an easy win.

      Capital One (all products — Platinum, Quicksilver, Venture, Savor, Union Plus co-brand) Mission Lane Revvi Fit Mastercard / Fit Bankcard Premier Bankcard Avant / Avent Mastercard Merrick Bank Credit One (common client-keeper) IKEA / Commodity Bank store card

      Disputer Pre-Flight Checklist

      Before sending round 1 for any client, the assigned CCS must:

      1. Filter GHL contacts in active-dispute pipeline by tag dispute-exclusion — review every note.
      2. Search #customer-support Discord for the client's full name in the last 60 days.
      3. Open the DisputeFox client profile and confirm any "Excluded" tradelines are marked correctly.
      4. If an exclusion exists but is unclear ("do not dispute his Capital One") — reply in Discord asking: entire account, or only lates, or only the inquiry? Do not guess.

      Escalation

      If a dispute letter was sent on an excluded account, escalatecheck immediatelyif the request was properly inputted in to theDisputeFox. CCSEscalate leadto ANDDispute postTeam in #customer-support taggingvia the originalWhatsapp CSR.group Call the client within 24 hours to explain and remediate. Do not waitchat for thefurther bureau response.steps.

      Last updated: April 21, 2026 — Created after recurring DO NOT DISPUTE requests in #customer-support (Kristin Seymour 4/20, Willie Cobb 4/17, Isaac Carr 4/10, Kelvin Nyangena 3/28, Dwayne Simeon 3/17, Erica Felder 3/12).

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