ACCOUNT TAKE OVER

ACCOUNT TAKE OVER

• Customer Starting that they are a victim of account takeover
• ACHIN

PROCESS OF ATO

• Block the account

• A card replacement cannot be processed because that only result in the issuing of a newly created card number

• If the customer has a balance during an Account Takeover, We will refund that balance in form of a check during dispute intake filling

Steps: LEGACY

1. From salesforce, go to " Take Action" Tab
2. Click on Card Status
3. Select " Blocked- P5" Under card status
4. Select " Account takeover" Under blocked reason
5. Notate "P9- Victim reported account takeover"

Steps: GO2BANK

1. From salesforce, go to "take action" tab
2. Select '' Locked" Under new account status
3. Select "confirmed account takeover(none)" Under new account status reason (cure)
4. Notate account with "Locked-Victim reported account takeover"

REFUND CHECK- 10 BD DAYS.

Click "Cases" Tab and select " New Case" Select "Refund Check Research" in the case type drop down Put the customer card reference number ( can be found under the "card tab") this should auto populate all the other information on the account" Select YES In the document required drop down

Requirements docs

• valid drivers license or State ID
• Most recent ( within 3 months) utility bill or lease agreement

Agent will need to verify customer email address, If the email on file is incorrect, agents will enter the correct email in the appropriate filed within the case