2
Hi, Thank you for calling ( Bank name )
This is Cassie. How may/can I assist you ?
How may I help you / how can I be of your assistance today
Cx : Blaaaa..Blaaaa.Blaaaaa
Agent : I'm sorry for the inconveniences, Sir/Miss.
Could you please let me know when this happened?
Cx : Blaaaa....
Agent : Okay, I understand your concern.
Before we proceed ahead with your concern, i would like to inform you that this is a recorded line being monitored by the Federal Law, Okay. .?
Cx : Yes
Okay,
As I can see here on my Data Screen that your line has been connected to us by Apple..
Did they help you resolve this issue/problem/concern ?
Cx : Blaaa..Blaaa..Bla....
Agent : Alright then, Did they provide you with any Reference number/Complaint number ?
Cx : Blaaaa.....
Agent : okay, Thank you. Please allow me a moment..
( Wait for 10 - 15 seconds )
Yes, Sir/Ma'am, we have recieved a mail from the Apple stating that your personal information has been compromised and the subject is
" Identity theft/Identity fraud "
Cx : Blaaa...Blaaa
Agent : i completely understand.
Okay then, let me go ahead and pull up your profile/account and run a full background scan on your account to check if there are any unauthorised activity going on without your approval, okay ?
Cx : Blaaa..Blaaa...
Agent : okay then, for Customer verification
Help me with your Date of birth ?
Okay
Please verify me the last 4 digits of your social ? ( Social security number )
Cx : Blaaaa
Agent : Thank you for the verification.
Kindly allow me a minute, I'll get back with the details, okay
Cx : Blaaa...Blaaa....
Agent : Thank you
( if Cx denied or asked why you need this information then say " This is for customer verification/authentication. Because we cannot give out customer's sensitive information without verifying if we are actually speaking with the right account holder as this is against Customer's privacy policy )
Agent : Hi there, Sir/Ma'am, are we still connected/ are you still on the line ?
Cx : yes
Agent : Thank you for your time and patience.
I have your profile displayed on my Data screen.
We conducted a series of background security scans on your account, and according to our records, there are three pre-authorized charges listed in your transaction history.
Are these the charges you were referring to that you did not authorize?
Cx : Blaaa..Blaaaa..
Agent : okay, i understood.
I'm going to provide you with some information, you can grab a pen and a notebook to write down the details
Let me help you with the amount and the reason for the charges, okay ?
Cx : Blaaa..Blaaa
Agent : okay, so in total, there are three pee authorised charges .
The first charge is for the amount of 249.99 and it was made through an Apple merchant.
Any idea about this charge ?
Okay, the second pre authorised charge is amounting to 482.71 which was registered in Betonline.com.
Sir/Ma'am, just be honest with me in this recorded line so that we can come up with the most appropriate resolution, okay..
May I ask, Do you have a Gambling addiction?
( BetOnline is an online gambling website. Access to this website has been restricted in certain jurisdictions due to local gambling regulations)
The third charge that I can see here is in the amount of $356.13. According to the records, it was registered as an attempted subscription on the website www.pornhub.com for child pornography content . However, the transaction was denied by Apple.
Sir/ma'am, Do you have anything to say about it ?
See, we are all well aware that attempting to get access to child pornography content is a very serious criminal offense under the United states law, right ..
I assume that these are the reasons why you got an alert by the Apple Authority
Cx : Blaaaa..Blaaaa
Agent : we have another security scan report.
Here it shows that, there are 5 financial institutions that has been registered under your information.
The username is ( Cx name )
With the official registered number ( Cx number )
The first bank is Bank of America, followed by JP Morgan Chase Bank, Wells Fargo Bank, ( Add Cx Bank name ), regions Bank
So Sir/Ma'am, apart from ( Cx Bank ) do you have any business with the name of the bank that I've mentioned?
Cx : Bla.......Blaa....
Agent : okay, Thanks for the confirmation.
Just allow me a moment, let me have a word with my higher authority regarding this.
Cx : Bla.......
Agent : Hi there, are you still on the line/ are we connected
Cx : yes
Agent : okay, thanks for holding the line.
I Just had a word with the higher authorities and came up with a resolution.
Since with all the evidence gathered so far and the confirmations from your end as well, this is a clear case of identification theft .
you've clearly denied having any involvement in these fraud activities so the best thing we can do for you right now is to put a hold on all these pre authorised charges so that no amount gets deducted from you account, okay ?
I've already informed my backing team to monitor your acc and put a high security alert on your account for the next 24 hours to 48 hours and we will notify you if we come across any similar fraud charges.
Even if a dollar is debited from you account which are related to these charges, we will follow the refund procedure.
The amount will be reflected right back to your account, okay ..
Cx : Blaaa..Blaa...
Agent : very well...
Hmmmm.... Since there are multiple financial institutions associated with your information, we're going to proceed by verifying your accounts and assets over this recorded line. This will serve as documentation to differentiate/ distinguish which accounts are legitimately under your possession and assist in putting a red flag and freeze all the fraud accounts, okay?
Also, we have already filled a report with the Federal Trade Commission (FTC) for further investigation.
Do you know what FTC ( Federal Trade commission) is or how they function?
( The FTC, or Federal Trade Commission, is a U.S. federal agency that protects consumers from identify theft, cyber crimes and unfair business practices. It receives complaints, reviews information, investigates potential violations, and can take enforcement action when necessary. The FTC may also coordinate with other law-enforcement agencies during investigations.)
Agent : Okay, then. Let's proceed with the verification of your accounts and assets.
May I know what type of account you have with us? Is it a checking account, a savings account, or do you have both?
And what type of cards do you currently hold with us?
Do you have any investment accounts, such as a 401(k), IRA, certificate of deposit (CD), or any market-based investment account?
Do you have a valid driver's licences?
Like are you physically able to drive ?
Are you currently employed, or are you retired?
What profession were you previously involved in?
Alright, can you recall, or at least give us an approximate idea, of when you last made a transaction on your account?
Are you currently employed, or are you retired?
What profession were you previously involved in?
Could you recall or try to remember when was the last transaction that you had on your checking account? Any rough estimation
What about the savings ?
( If Cx has investment then ask what kind of investment account and the value of it )
Okay, that concludes/completes the verification process for your account and assets.
Just allow me a moment, while we wait for the response from the FTC ( Federal Trade commission)
Let me take the updates from the higher authorities regarding this concern, okay
Agent : Hi there, Sir/Ma'am
We got a response from the FTC, they have provided you with your Docket number
Please have a note of your Docket number
Case ID :
They have assigned you with an officer for this investigation
Officer's name :
Officer's Contact number :
( Alright, once you are connected with the officers, please provide them with the Case ID first. After that, explain everything that has been happening regarding your information.
Be completely honest and make a clear statement that you have no involvement in these fraudulent activities, that you are innocent, and that you want to cooperate with the officers to resolve this matter.