Konek Debit Card Fraud
True or false: Can Konek Debit Card Fraud purchases be tagged as Internet Order fraud in FICO?
False. Konek Debit Card Fraud is considered an Account Take Over (Third Party ID Theft)
True or False: Once the KONEK token has been deleted we must add an A01 MCOM for one year stating "KONEK token deleted - fraud"?
False. It must be a G01
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 of False: Is tagging Konek Debit Card Fraud in FICO enough?
False. Konek Debit Card Fraud must also be tagged in the Konek Portal
True or False: To delete KONEK Credit Card tokens we log into Visa Online and choose "Visa Consumer Authentication Service (VCAS)"?
False. Choose the 'Token Life Cycle Management' link
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
True or false: if a client reports an online KONEK purchase as fraud, do we tag it as Internet Order fraud?
False. All KONEK fraud is considered Electronic Fraud
True or False: LP agents can Suspend, Activate or Resume Konek tokens?
False. 'Suspend', 'Activate' or 'Resume' can only be completed by Resource Officers
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"
Once the KONEK Credit Card token has been deleted we tell the customer they'll be able to use KONEK once they activate their new credit card
False: Advise the customer that they would need to re-register for KONEK and update all existing subscriptions or pending payments.
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
When following the KONEK (Debit) transaction(s) Confirmed Fraud flow, step B says "Click on the PBBA event to expand the details". What does PBBA mean?
Pay by Bank Account Verification Check (pre-purchase) (Check FICO codes Job Aid)
True or False: The credit card KONEK token for Credit Cards in Visa Online will be:
Token Requestor Name: INTERAC
Token Requestor ID: 40010098695
False:
Token Requestor Name: INTERAC
Token Requestor ID: 40010089695
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