aspg-1-4524-1792176548 20261016184908 American Scientific Publishing Group admin@americaspg.com American Scientific Publishing Group American Journal of Business and Operations Research AJBOR 2770-0216 2692-2967 2027 15 1 Irina V. Pustokhina Department of Entrepreneurship and Logistics, Plekhanov Russian University of Economics, Moscow 117997, Russia Denis A. Pustokhin Department of Logistics, State University of Management, Moscow 109542, Russia Complaint dashboards often pool unlike cases and report an overall resolution rate. For a financial-services operations team, that average can conceal which issues account for redress workload and whether a triage signal remains useful on later cases. We analyze 75,988 publicly reported U.S. credit-card complaints received in 2024. The outcome is the company’s recorded “closed with monetary relief” category, not a verified payment amount or customer satisfaction. Intake issue, sub-issue, submission channel, and company identify a transparent logistic screening model trained on January–September records and evaluated on October–December records. Report-related issues comprise 31.9%of complaints but have a 0.63% monetary-relief rate, compared with 19.16% for other issues. An exact shift-share decomposition attributes 1.81 of the 2.64 percentage points of decline from the first to fourth quarter to changing issue mix. Issue alone achieves an out-of-time area under the receiver operating characteristic curve (AUC) of 0.819; adding sub-issue and channel raises it to 0.831. A cross-company specification reaches 0.873 (95% bootstrap interval 0.867–0.878) and captures 39.4% of recorded monetary-relief responses in its highest-scoring tenth of holdout cases. The company term captures institutional and routing differences, so that result does not measure issuer quality or the gain attainable within a single firm. Case-mix-aware reporting and temporal validation support staffing review queues without automating redress decisions. 2027 21 26 4524 https://creativecommons.org/licenses/by/4.0/ 10.54216/AJBOR.150104 https://americaspg.com/journal/1/article/4524 https://americaspg.com/storage/articles/manuscripts/01M4CY13M1F4TCZT1K8K8149JM.pdf