FRAUD
Jose has a declined transaction from Walmart and he did not authorize the transaction. The transaction posted this morning.
What RA do we use?
Disputes Inbound | Receive Notification of Unauthorized Transaction
George has called in stating that they have never heard of the Apple Card and they did not apply for the card. The application is still pending.
What RA do we use?
Fraud Inbound | Receive Contact for a “Pre-Booking High Risk Application” Case
Suspected ATO
What is an ATO?
Suspected Account Take Over
Audrey has been making purchases all year from Ulta, but she contacted us today stating " I never made these purchases I would like to dispute them"
What kind of Fraud is this?
First Part Fraud
Alex moved from Laredo Tx to Phoenix Arizona. He would like to update his address, and the phone number on the account as well.
What RA do we use?
UD Fraud | Update customer information
Confirmed DTO
What is DTO?
Confirmed Device Take Over
Stephanie applied for the Apple Card and she has contacted us today because the application has yet to be approved due to the security of her identity.
What RA do we use?
Fraud Inbound | Receive Contact for a “Pre-Booking High Risk Application” Case
Dan called in stating that they are trying to make a purchase, but their Apple Card keeps getting declined. You see that their Cards are NOT blocked or locked, and they are able to make transactions, but not with this one merchant.
What RA do we use?
Fraud Inbound | Receive a transaction fraud case
Confirmed 1st Part Fraud
What is Confirmed 1st Part Fraud?
When the Account owner is trying to commit Fraud within their own Account.
Leo disputed a transaction that was made on 12/23/2020, and the dispute did not go in their favor. The Cx would like to re-submit the dispute because they did not agree with outcome.
What RA do we use?
Disputes Inbound | Receive Contact on Denied Transaction Dispute and/ or Reassertion Request
Felix chatted in because they would like to get a credit limit increase. You go into Felix's account and you see that he has a current annual income of 34,000 and he is now stating that his new annual income is 340,000.
Do we process his request?
What RA do we use?
YES
UD | Process credit limit requests
Closed by issuer- Abuse
Why is an account closed by the Issuer?
This is due to the Issue experiencing constant abuse of the account, like missing multiple payments or trying to commit a form of Fraud within the account.
Greg chatted in very upset because they are unable to view their Apple Card in the Wallet App and they would like to know why their account is restricted!!! When you open the account you see that they have an Apple ID Recovery flag.
What RA do we use?
UD | Remove "Apple Account Recovery" restricted account status
Alan has contacted us because they had recently lost their device and they now have unauthorized transaction in the account.
What RA do we use?
UD Fraud | Handle contact regarding a stolen device
Suspected Identity theft
What is Suspected Identity theft?
When an account is suspected of being opened on someone else's behalf and without their authorization