Fraud Requests
This request is used to communicate with Fedex to stop the delivery of an order
What is: RTS
Every call received should be tracked in this system
What is: CRD
The system used to receive and review ID scans on mobile orders is called
What is: Catfish
Somebody stole my purse which had my cell phone in it. Can you help me?
What is: out of our scope
Established customer, online order for 1 high end device- order placed from an international IP address. Recent email change on the mobile account and unusal login activity on AgentOS interactions. We suspect this type of fraud
What is: ATO
This request will generate a Fedex return label to the customer
What is: RMA
The phone system where you change your status to "ready" to receive an incoming phone call is called this
What is: Avaya
To find matching data points (ex: CC, SSN, IMEI) across different mobile orders you would use this system
What is: Dataspider
I have never heard of Spectrum and I don't have your services, but I noticed you charged my credit card a few days ago. Refund me immediately!
What is: out of our scope
DOUBLE JEOPARDY!!
Brand new account in Ohio for an 87 year old customer. The DOB and SSN on the order match in LN but this customer has only been associated to Texas addresses for the last 50 years. Order is for two iPhone 17 pro max's on the BTG plan and a pair of airpods.
We suspect this type of fraud.
What is: Subscription Fraud
*Identity Theft, a type of sub fraud, is also acceptable
This request is used to disconnect a CORE account for subscription fraud when the services are not active yet
What is: CSDR (Core Shut Down Request)
The process we go through to help victims of ATO to ensure a fraudster no longer has access to their account is called this
What is: Account Resecure
To generate a hard KBA to help us verify a caller's identity on a phone call we use this system
What is: LexisNexis
I received an email asking me to upload my ID to get my new iPhone 17 but the link is broken
What is: In Our Scope
You talk to an AH who is unable to verify which phones they ordered, the billing info, or the nicknames on the lines. They later state their fiance placed the order and they will be shipping the phones to them while they are working overseas.
We suspect which type of fraud?
What is: Romance Scam
DOUBLE JEOPARDY!!
This request is submitted to help a victim of sales manipulation, to relieve them of their Spectrum balance
What is: Not Applicable (this is out of FPT scope)
FPT has reviewed an order on an active CORE account and we suspect subscription fraud. After cancelling the mobile order, we submit this request to take care of the core account as well.
What is: 10 day letter
The primary system where FPT dispositions an order (when all systems are working properly) is called
What is: FIT
Somebody else is making payments on my account that are now being returned.
What is: out of our scope
New account open for two months. One order on the account for an Iphone 14 pro max on the unlimited plus plan. Customer ties to the address on LN and they are current with their core account payments. What type of fraud do we suspect?
What is: No Fraud Suspected
This request will remove the active payment plan from the fraud mobile line for a victim of ATO
What is: DPP removal
These are the three skillsets/que's in our department
What are: CVT, IDT, and OV
(Customer Validation Team, Identity Theft, and Order Verification)
The system used to see which CORE account a Spectrum IP address is connected to is called
What is: Scope
I recently setup my account, but my internet stopped working two days later. Customer service transferred me to you.
What is: in our scope
(Fraud Block)
22 year old customer for 2 months. Mobile account indicates they've received 3 iPhone 17 pros, 2 iPhone 17 pro max's, 2 Samsung Galaxy S25 ultras, and an iPad. There is zero usage on any of the lines so far. New order for 3 iPhone 17 pros.
What type of fraud do we suspect?
What is: Mule Fraud