Call Structure
Good afternoon, my name is ....... I'm a victim contact advisor from Action Fraud, am I speaking with Mr Smith?
Full name required.
Good afternoon, my name is ...... I'm a victim contact advisor from Action Fraud, am I speaking with Mr John Smith?
My call today is just to check if you are feeling OK after the fraud?
This sentence can be used at the start but the wellbeing question still needs to be asked: Has the fraud affected your wellbeing?
Have you used your device since the fraud took place?
Did you click on anything or give access to your device for the suspects? Have you had the device cleaned, returned to factory settings?
I used my debit card but I'm fine the bank gave me my money back.
Are you aware that using a credit card (over 99pounds) or PayPal (goods and services) protects you and your money, and makes getting a refund much easier.
How much does cifas protective registration cost?
#30 for 2 years cover?
Have you got a few minutes to talk?
Have you got a few minutes to talk about your fraud report submitted in month/year?
This is a welfare call to see how you have been getting along since the fraud took place?
Incorrect - this wording should not be used at the beginning of a call and is not part of the call structure.
Yes I clicked on a link from Royal Mail about a missing parcel, but I didn't enter any information.
Have you run a security scan on your device since this happened? Clicking on a link in a message or email can result in spyware or malware being uploaded to your device.
I used PayPal but I can't get my money back.
Did you use PayPal Friends and Family option? This does not offer any protection for you, PayPal's terms and conditions are very clear: you should always use Goods and Services option unless you personally know this person you are sending the money to.
How much does a credit report cost?
Paid services are available such as Experian, Equifax but free reports i.e. Credit Karma and Clear Score are also effective.
Talk about the fraud
Before we begin I need to make you aware this call is recorded for training and Quality purposes.
Im sorry your business has lost money due to the chargeback, how has this affected your wellbeing?
Has the fraud affected the wellbeing of you or any of the staff?
Yes I replied to the email with my name and address and date of birth as well as name of my bank.
Its possible your ID is at risk, use a free credit report to monitor applications, be aware suspects will try and contact you again using your bank name.
The bank won't give me any money back they say its all my fault.
Have the bank confirmed this in writing or are they still investigating? Once you have their final decision in writing contact the Financial Ombudsman Service. FOS act for customers and can challenge banks decisions and have the power to force banks to refund money lost. They act for customers and their is no charge.
Name 4 phone companies which offer free calls to the 159 service?
Plusnet, 02, BT, Gamm, Sky, Vodafone, EE, THREE, Talk Talk & Virgin Media
I'm glad you managed to get your money back!
I'm glad you managed to get your money back! How did you pay? Did you know using a debit card or bank transfer doesn't protect your money if anything gores wrong with the purchase?
So from what you have said everything is fine now?
So from what you have said the fraud has not affected your wellbeing?
I use the same passwords on lots of accounts - I can never remember passwords if I don't.
If suspects get hack/access to any account with an email and password combination, they use those details across 000's of well known sites to see if they can get more access to steal money/order goods.
I thought it was my bank - as the suspect caller knew the name of my bank along with my account information.
You might have clicked on what looked like a genuine email or message and provided this information or possibly you have been a victim of a data breach. Never provide/confirm bank details over the phone, if contacted like this hang up - ring your bank if you are unsure.
I've got the suspect phone account closed down but my credit report is trashed.
This can be fixed - contact the credit report company raising a dispute online, use your NFRC and give a brief description of the fraud and point out the debt is not yours.
Thanks for speaking with me today, I'll send you an email with follow up information.
I can see from our records your email address is - read out email address from Crossdata - has this changed?
So how are you feeling since the fraud took place?
Has the fraud affected your wellbeing?
I'm still locked out of my Facebook page and Facebook are not helping me.
Please call National Cyber Security Centre or log onto their website NCSC.GOV.UK. NCSC have information about email and social media account recovery and might be able to help.
My phone number has been cloned - I'm getting lots of calls telling me I'm a scammer but my phone company say they don't know what's going on as my phone has not rung these people.
As your phone company have confirmed they can't see your number is being used to dial these calls, this means your phone number has been spoofed by suspects and is being used for fraud to mask a true phone number.
I've got a cifas 6 marker on my credit report, what's that?
A cifas 6 marker acts as a warning sign to potential institutions that an individual presents a risk of committing fraud or money laundering. In the worse cases, a CIFAS marker can prevent you from securing any kind of credit or opening a bank account.