CI
CASE CM-3147THE CASE THAT SHOULD HAVE BEEN CLOSED
Working theory: not yet set CASE RISK: HIGH
Leadership escalation

Three rejections. One deadline. No defensible explanation.

A modification package has been rejected three times for "insufficient income documentation." The processor insists the document was attached every time. Leadership wants an answer before end of day.

📂
Case CM-3147

You don't have to decide who made the mistake. You have to find the explanation that fits everything you can observe. The case file will guide you through each piece of evidence in turn.

3Rejections
1Day left
HighBorrower impact
Submission history

Reconstruct what happened.

Drag the three attempts into the order they occurred. Look for what changed between them — and what didn't.

Attempt 1 goes here
Attempt 2 goes here
Attempt 3 goes here
Case correspondence

Ask the right questions.

Choose any three questions. Read every answer carefully — people rarely lie, but they don't always tell you the whole picture.

0 of 3 questions asked
Document comparison

Look closely. Something is different.

This is the same document, kept in two places. Tap directly on any field in the submitted copy that looks different from the original.

ORIGINAL · KEPT BY PROCESSOR

Income VerificationRef# 88213-C
Meridian Retail Group
Assistant Manager
$4,120.00
Bi-weekly
(555) 042-7761
Jun 14

SUBMITTED · RECEIVED BY QC

Income VerificationRef# 88213-C
Meridian Retail Group
Assistant Manager
$4,120.00
Bi-weekly
(555) 042-7761
Jun 14
Found 0 of 2 fields that look different.
Switch views

The same file. Two very different reactions.

Here is what a person sees, next to what QC's system told them. Then check what the system recorded underneath — nobody normally looks here.

HUMAN VIEW · WHAT ANYONE OPENING THE FILE SEES

The document opens normally. All fields are present and look readable.

QC VIEW · WHAT THE REVIEWER SAW

Rejection reason: "Insufficient income documentation — unable to verify."
System record

Nobody normally checks this. It's worth a look.

UPLOAD_STATUS ....... received
FILE_SIZE_BEFORE .... 8.4 MB
FILE_SIZE_AFTER ..... 1.1 MB
INCOME_FIELD_READ ... low confidence
CONTACT_FIELD_READ .. low confidence
WARNING_SHOWN_TO_ANY_USER ... none
Build your case

What best explains all three rejections?

Here is everything you gathered, in the order you found it. Review it, then choose the explanation that fits every piece — not just some of it.

Your conclusion

Choose your response

Case resolved

The fourth rejection never happened.

Re-running the corrected package through the full process:

OBSERVE
QUESTION
EXPLORE
CONNECT
REFLECT

CASE FILE

OPEN
01
Submission History

Reconstruct the three attempts and set your first theory.

OPEN
02
Case Correspondence

Ask the borrower, processor, QC reviewer, or system owner.

OPEN
03
Document Comparison

Compare the original and the submitted copy side by side.

OPEN
04
Switch Views

See what a person, QC, and the system each observed.

Opening next artifact…