Monthly executive summary
August 2026
Harborline Financial · All teams · Compared with July 2026
Key findings
- Card disputes remain the top reason customers call. 1,936 calls (13.9% of all calls), up 4% on July. Most were chargeback requests for online merchants.
- More calls were escalated. 6.4% of calls went to a supervisor or back office, up from 5.9%. Most escalations were Fraud & Disputes calls that needed a back-office review before funds could be released.
- Agent scores improved. The average score rose to 78.3 (+0.8), led by Lending & Mortgages at 84. Cards & Payments is lowest at 74, with needs identification the weakest criterion.
- A new topic appeared at month end: customers asking why the rate in their mortgage renewal letter doesn't match the rate in the app (77 calls since Aug 28).
Calls analysed
13,920
+3.1% vs July
Avg agent score
78.3
+0.8 pts vs July
Escalation rate
6.4%
+0.5 pts vs July
Avg customer sentiment
66
−1 pt vs July
Top 5 topics
| Topic | Engagements | Change |
|---|---|---|
| 1Card disputes & chargebacks | 1,936 | ▲ 4% |
| 2Fraud alerts & card blocks | 1,829 | ▼ 1% |
| 3Online & mobile banking access | 1,395 | ▼ 4% |
| 4Account fees | 1,164 | ▲ 2% |
| 5E-transfers & bill payments | 1,148 | ▲ 3% |
Emerging topics
New clusters not yet in your topic list, growing month over month
Mortgage renewal letter rate doesn't match the app
New77 engagements · first seen Aug 28 · Lending & Mortgages
Travel notice not applied to card
Growing64 engagements · 29 in July · Fraud & Disputes
Recommended actions
See all in Insights →Clarify when funds on a fraud hold are released
Based on 412 engagements · 9 cited examples
Publish a customer FAQ on mortgage renewal rates
Based on 77 engagements · 6 cited examples
Refresh dispute-intake questions for Cards & Payments agents
Based on 1,936 engagements · 12 cited examples
Data coverage: 13,920 recorded calls from 5 teams in the Toronto and Calgary contact centres, recorded August 1 – 31, 2026.
Report covers teams within your access scope. 42 calls were still processing when the report was generated and are not included.