During a routine audit of a customer service hotline, an internal auditor noticed that an unusually high number of customer complaints pertained to payments not being applied to the customers' accounts.
Which of the following would most likely be the reason for the high volume of complaints?
The high number of customer complaints about payments not being applied to their accounts is most likely due to poor controls in the invoice approval processes. If there are weak controls or errors in the invoice approval procedure, it can lead to incorrect or incomplete recording of payments, causing customers to be improperly billed or payments to not be reflected on their accounts. This is a more plausible cause than check tampering or fraudulent expense reports, as those issues would not directly result in systematic failures in applying customer payments.
Why not B
Because the invoice is already approved and the customers did pay based upon it