A
The caller receives a letter from Vodafone regarding a mobile phone contract that has been taken out using the caller's details.
What is the fraud type?
Identity theft - Telecoms fraud.
Your caller has noticed a suspicious transaction on their bank account. The bank is investigating.
What report type is this?
Information report.
Your caller has received 3 letters for 3 different bank accounts that have been applied for using the caller's details.
How many reports should you take?
1 report.
What rule helps us to establish if a report is a crime or an information report?
The SIV rule.
Your caller has received an email from someone claiming they have access to the caller's device and will send explicit images to their contacts if they do not pay them money via cryptocurrency.
What is this commonly known as and do we take a report for this if the caller has not taken any action or paid the demand?
This is commonly known as a sextortion email and no report is required.
Your caller receives a letter claiming they have won the FIFA lottery for £100,000. The letter explains in order to claim their winnings, they need to pay a fee of £500.
What fraud type is this?
Mass marketing - Lottery scam
The callers social media accounts have been hacked into.
What report type is this?
Crime report.
Your caller has received a scam text but knows it's a scam and has not responded, or clicked on any links etc.
Do we take a report?
No.
This would be classed as a phishing text as they took no action, therefore no report is required and they should forward the text to 7726.
When dealing with chargeback fraud, what does the caller need to have in order for us to take a report?
The caller needs to have the chargeback in writing before we can take the report.
What are the other two sides to mandate fraud?
Identity theft or Hacking.
Your caller tells you they received a text message from someone pretending to be their son and asking for help paying a bill. The caller initially sends money but later realises it's a scam.
What is the fraud and report type?
Other advanced fee - Crime report.
Your caller has received a phone call from someone pretending to be Microsoft. The suspect tells the caller hackers are trying to infiltrate her computer and they can help them to fix it if they allow them remote access. The caller knows it is a scam and does not give them remote access or confirm any personal information. The caller simply hangs up the call.
What report type is this?
Information report as no access was gained and the caller is not considered a SIV.
Your callers email account has been hacked into. The suspect has seen an email with the caller's card details on which has allowed them to purchase items using the caller's card. The caller's bank is currently investigating.
How many reports do you take?
1 report for hacking social media and email.
What rule helps us to establish whether a new report needs to be taken or the existing report can be updated?
The finished incident rule.
If a business calls us and wants to report a hacking of a business email account, what process should you follow?
Enhanced cyber process.
Contact the enhanced cyber line to try and transfer the caller through to them so they can take the report.
If they do not answer, fill out the enhanced cyber call back form and email to all TL's using the group email address including the OOH night shift leads.
Your caller received a call from someone claiming to be a network provider. They offered the caller a discount on their existing contract and took all of their personal details and banking information. The caller has since started to receive letters regarding a phone contract debt they have no knowledge of.
What fraud and report type is this?
Buying/Selling - Other consumer fraud.
Crime report
Your caller received an email claiming to be from a supplier they used with different bank details on. The caller is suspicious of the email and checked with the genuine company who advised they did not send the email. The caller does not send the suspect any money as they know it is a scam.
What report type is this?
Crime report. Attempted mandate fraud is still a crime regardless if no money was paid.
Your caller previously reported a dating scam. The suspect has been back in contact with the caller since they first reported and they now want to let us know this information before they block them on everything entirely and stop all contact.
Do you update the existing report or take a new one?
Take a new one, the previous report was classed as 'finished' once it was submitted.
What rule helps us to establish which fraud or cyber crime is the most serious to report under when a cyber crime has led to a fraud?
The principle crime rule.
Your caller tells you they have received a letter regarding an outstanding debt for a phone contract they do not recognise.
What one question could you ask to establish if this is telecoms fraud or other consumer (non investment) fraud report?
Your caller has received a call from someone offering an investment opportunity. The caller invests money and later realises it's a scam when they are unable to withdraw any funds.
What fraud type is this?
Shares and boiler room fraud.
Your caller has seen notifications that someone has attempted to hack into various online accounts. The hacker has not been able to yet gain access.
What report types will these reports be?
Crime reports. The attempted hacking is still a crime.
Your caller has checked their credit report and noticed an application for a loan linked to their account they did not apply for. Due to this, they've also checked their bank account and noticed 3 transactions for Amazon they do not recognise.
How many reports should you make and for what?
Two reports - one for cheque, plastic card and online banking and another for application fraud.
What 3 questions for the SIV rule should we ask ourselves or the caller to establish whether it is a crime or information report?
Are they at a financial loss?
Has the suspect contacted them more than once?
Have they taken any action? (clicked on a link, called the suspect number back etc.)
Your caller has contacted us and wish to report courier fraud in which they met a suspect face-to-face to hand over money. What reference does the summary need to start with and what process do you need to follow?
#AMBERCF
Courier fraud process located on AXP under ACTION FRAUD PROCESSES, then OPERATIONS/CAMPAIGNS and finally COURIER FRAUD.