Column 1
I cancelled my subscription to Hulu but they keep charging me. What type of claim do I file?
Debit Dispute
My card was stolen and the thief racked up a bunch of charges. What type of claim do I file?
Debit Fraud
I paid my insurance bill over the phone but forgot I had auto pay turned on out of my account number. What type of claim do I file?
ACH Dispute
The ATM processed my withdrawal but didn't give me my cash. What type of claim do I file?
Reg E Dispute
I didn't send this money that cleared my account, I don't even use Zelle. What type of claim do I file?
Zelle Dispute
I got this letter from the Credit Union regarding a new account, but I never opened this account. What type of fraud is this?
Identity Theft
I sent funds through Zelle, but I now realize it was a scam. What type of claim do I file?
Zelle Dispute
I noticed a pending Bill Pay payment that I didn't set up. What type of fraud is this?
Online Banking Takeover
My Amazon account got hacked and they hackers purchased merchandise on my card. What type of claim do I file?
Debit Dispute
I've never heard of this company, and they debited my account [via routing and account number]. What type of claim do I file?
ACH Dispute
A scammer had me purchase gift cards and send them the pictures. What can I do to get my money back?
File a police report & work with an investigator. The credit union cannot retrieve these funds anymore.
A person faked my ID to take out a loan under my name. What type of claim do I file? Are there any forms I need to sign?
Loan Forgery - Member will need to complete the Lending Affidavit
Someone called into the call center impersonating the member, luckily no information was given but they knew all the member's personal information. What do you do?
Bonus point if you also go over the ID Theft procedures with the member.
My online girlfriend had me purchase cryptocurrency in her name and now won't call me back. What do I do?
File a police report and if able, dispute the transaction.
Member was mailed a check for winning a sweepstakes, what can you suggest the member do to ensure it's not a scam?
Review the sweepstakes with the member, make sure they actually entered one in the first place. Place an extended hold on the check to keep the member's funds safe.
Member owns a timeshare, and a company wants to purchase it. They tell the member they need to wire the sales tax fees and legal costs to facilitate transfer. After sending the wire, the member realizes they were scammed. What procedures do you follow?
Reach out to Deposit Ops to see if we can get the wire pulled back. Recommend the member files a police report.
A nonmember comes into the branch with a letter from Credit Union ONE regarding an account that was opened with their information, but they state it wasn't them. What do you (employee) do?
Employee: Restrict all external services and agreements, Freeze All Accounts & note the account in DNA
A nonmember comes into the branch with a letter from Credit Union ONE regarding an account that was opened with their information, but they state it wasn't them. What should they (nonmember) do?
File a police report for ID Theft, Report the ID theft to the Credit Bureaus & the FTC
Member had a remote deposit show up in their account that they didn't do. What procedures do you follow?
Have member complete the OLB Affidavit
Bonus point if you mention 2FA.
Member's daughter stole and cashed a check and forged her signature. What procedures do you follow? What forms does the member sign?
Procedures: Obtain copies of the checks, Close & Transfer
Forms: Individual Affidavit
Bonus point if you mentioned having the member file a police report.
Member had a check clear their account that they didn't write. What procedures do you follow? What forms will the member need to sign?
Procedures: Close & Transfer
Forms: Forgery Affidavit for Checks & Questionnaire Fraud Forgery Check
An unfamiliar external account was added to a member's online banking profile, but we caught it before any transactions cleared. What procedures do you follow? What forms will the member need to sign?
Procedures: Close & Transfer & Reset Online Banking
Forms: None to sign but provide member with the Online Account Takeover Form
Bonus Point: Add password to member's account in DNA
Double Bonus Points if you mentioned setting up 2FA
Member had a check clear for more than what they wrote it for. You pulled an image of the check, and it looks like it was altered. What procedures do you follow? What forms will the member need to sign?
Procedures: Close & Transfer
Forms: Forgery Affidavit for Checks, Questionnaire Fraud Forgery Check & Warranty Claim Affidavit Form
Member transferred funds to a scammer via Zelle, the scammer knew how much was in the member's account when they called. What procedures do you follow?
Zelle Dispute, Close & Transfer, Reset OLB Login Info & Note the account in DNA
Bonus Point if you mentioned setting up 2FA.
Member came into the branch and notified us of a withdrawal that was made last week that wasn't them. After reviewing the cameras, you confirm it was not the member. What procedures do you follow? What forms will the member need to sign?
Procedures: Close & Transfer
Forms: Withdrawal Affidavit
Bonus Point: Have member file a police report.