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Liar, liar – pants on fire! Customer thinks they can get away with 1st party fraud

So, I work in the fraud department of a major credit card company. I was taking investigations calls today which involve people calling in to check on their recent fraud claim. I had actually just rebilled this woman’s account because the charge was quite obviously valid and she was trying to get away with 1st party fraud. This was the conversation that ensued:

M = Me   LC = Lying Customer

 

M: Hi, thank you for calling [BANK], my name is [NAME]. blah, blah, blah intro, names, verification process How can I assist you today?

 

LC: instantly angry Uh, yeah, hi. I just logged onto my online account and noticed that you put a charge back on my account that I didn’t make and told you guys that it was fraud already. Take this off of my account, NOW.

 

M: Oh, I understand! Let me just take a look at your account. One moment, please! [Now, I instantly recognized this account from just a couple of days ago so I just read through the notes really quickly as a quick reminder and to try to compose myself as you could tell she was a total asshat.] Thank you for holding. Yes, the $1,200 Air BnB charge I see was reported fraud but it looks as if, through our own investigation with the merchant, we have come to the conclusion that the charge is actually valid.

 

LC: Well, I never made any charge with Air BnB and definitely not for that amount so you need to take that charge off now or I am going to report YOU for fraud.

 

M: You see, we received documentation from the merchant and here is what we can essentially conclude: the phone number, email, address, and name on the hotel reservation are all the same as what is on your credit account here.

 

LC: OK. So, someone stole my information, obviously.

 

M: I can also see that the hotel was booked for in Chicago, IL for 06/06/2018-06/09/2018. Taking a look at your account, all the charges made during that time frame were in Chicago, IL AND you had called to put a travel note on the account letting us know you’d be out of state.

 

LC: I didn’t see those charges! It sounds like there is even more fraud on the account as I thought.

 

M: Well, except I actually did listen to the call where you had set up the travel alert with us and I can 100% confirm it was you calling in to let us know of your travel to Chicago, IL. Your voice was on that recording ma’am.

 

LC: This is absolutely f’ing ridiculous and you have absolutely no right listening to my PRIVATE calls. I could sue over this. I could sue over the fact that you are committing fraud against me, making all this information up to make ME look like the bad guy. I demand to speak to your manager NOW. (She is screaming at this point.)

 

M: Ma’am, unfortunately we aren’t able to accept your fraud claim. Not a manager or anyone else at this bank will be able to override that decision and that is BECAUSE, in addition to what I have already told you, in the documentation the merchant sent us, they also sent a front/back copy of your driver’s license – the identification the hotel required for you to check in. I checked this against our public records and can confirm that 1. the information matches and 2. the photo on the license matches that of which is on your LinkedIn account.

 

LC: DISCONNECTS

 

M: blows the smoke from the barrel of my gun

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Anyone have experience with fraud/perpetrators calling in to your department? I’d love to hear your stories!

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