- « Previous
-
- 1
- 2
- Next »
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
I fully understand fraud and I understand how sophisticated people
committing fraud have gotten. I regularly conduct training on fraud
detection, and our employees are given clear instructions on how to handle
suspected fraud. First of all they are instructed to not even utter the
word “fraud” when speaking with a customer because it causes panic among
the customers who have done nothing wrong, and it tips off the person who
is actually trying to commit fraud. The innocent customer is either left
wondering who in the heck has committed a fraudulent act with their
information; or wondering why they’re being unfairly singled out by your
company--- neither of which are what a large company with unlimited
liability exposure wants. My concern here is not the fact that something
raised a red flag within the fraud department. My concern is how my wife
and I were essentially informed that we were being investigated for fraud
and then given absolutely no information for several days. My concern is
also how we were allowed to spend hours in the Verizon store while sales
reps worked to “figure out what was going on”. Why wouldn’t they know what
was going on? And why would there not be open lines of communication
between the fraud department and the local stores. There needs to be a
policy that requires sales reps to inform customers that there has been a
mandatory hold placed on their application and that someone will be
contacting them within 24 hours. That is all they should be saying to
customers, but instead they’re upsetting customers. There are similar
complaints about this fraud department all over the web and I can assure
you that there is only one common denominator in all of those
complaints----the Verizon fraud department. If I did anything to damage my
company’s brand while trying to mitigate risks, I wouldn’t be employed very
long; but apparently Verizon hasn’t thought that one through.
- « Previous
-
- 1
- 2
- Next »