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Quote a superseded document, compare against a competitor, or say what the rate is likely to do next.
