Access Card Fraud
True or false: FLP handles all fraud claims including APX transactions?
False. Easyline handles APX claims
What is the block code we apply on FICO when transactions have been confirmed legitimate.
Select "Activity verified/NO Fraud/Card reinstated" from Auto Text box and click Remove Block OK. // IG0a - Blck removed
Where do I find a claim number? And what does it look like?
MCOMs - It starts with an F-XXXXX
Where can I find customer number for FICO?
CIF ERAC - Home Page > Customer Information > "CIF ID"
Where can I find cx certapay ID if it's not on gateway?
TNV, FICO, HOST
True or false: Cx cannot submit a claim for any transactions being reported after 90 days.
False. TD only investigates Access Card fraud transactions within 90 days of the transaction date, but this claim will still be reviewed on a Best-Efforts Basis.
If cx is calling with an MCOM to call FLP from November 2025, which pathway do I follow?
No Fraud - Fallen Off TNV/FICO
Cx Pooja is reporting a previously submitted access card claim as no longer fraud, which pathway do I follow?
Claim Inquiries: Access Cards - No Longer Fraud
How can specialist Valerie know if an existing alert on an account?
There's a hyperlink in blue.
How can specialist Tim identify if cx is on the block list?
It will be next to the email/phone number
Is all electronic fraud considered an account takeover?
All Electronic Fraud when being reported as either Fraud or Scam is to be considered an Account Takeover.
True or false: if cx Raouf is calling to report a VBV BET365 transactions confirmed not fraud, specialist Ashleen is supposed to give them a VBV Bypass
False. Ashleen should not bypass it as it a gambling transaction.
True or False: I can cancel a claim directly on DPM. If yes how? If no, what do I do?
False. I need to untag and submit an admin referral.
True or false: When specialist Morane is dispositioning an alert as fraud she should always use "Block Customer Profile and Exit Customer" to complete the step.
False
Can specialist Pegah confirm an EMT sent to ''Crypto@crypto.com'' as legitimate.
No
What steps are required to take if cx is reporting a lost or stolen acs card?
Update card status to L (lost) or S (stolen) through ACS MSTAT screen.
Lodge A01 MCOM indicating the customer had their Access card lost/stolen and to use caution transacting on the profile.
1-yr A01 MCOM:
"CUSTOMER ACS lost/stolen proceed with caution"
ACS is on DEPO and there's an mcom stating ''cx to call lp''. Cx Roben's confirmed flagged WALA trx as legit. What type of transaction? Explain it.
Electronic Fraud - Card added to a mobile wallet.
Cx Thaksha is reporting an additional EMT as fraud. Where should she send the Admin Referral?
Onshore Markham.
How can specialist Emmanuel tell if there's active alerts on FICO without opening FICO?
MCOM will state ''ALERTS EXIST ON FICO''
Where can specialist Yamna leave a note for an EMT cancelled on cx's behalf?
FICO
Please name 3 things to verify to check if there are any red flags?
1- The customer recently updated their password reset
2- The customer updated their address, phone number or email in the 60 days?
3- The customer had a block recently removed within the last 72 hours/3 days?
Which Host screen will I verify to check if there's ANY holds on cx Nazemine's chequing account? what am I selecting?
CPA MENUC 4F
Cx Armando has an MCOM saying : CLAIM F#123456 DECLINED APPEAL. How should I explain it to them and what do I do?
I explain that their appeal is declined and refer them to their decline letter received in the mail.
Customer Naouel confirmed fraud on her acs card, what code should specialist Aymane select if there's no loss?
EA01a - ACS Compromised - CUSTOMER Obtain New CRD/PIN
What are my next steps if an EMT has been cancelled for over 3 days and the money has not returned?
If an Interac e-Transfer transaction was cancelled, but the funds have not been returned to the customer's account after 2 business days, send an email to TD.CentralServiceCore4984@td.com (CC: td.cardfraud@td.com) with the subject "Cancelled EMT/Not returned" and all the transfer details to request the e-Transfer funds be deposited