Reference no: EM13987994
"We are calling you because our fraud detection system has flagged your account for possible identity theft. We need to ask you only a few brief questions to protect your account."
"Okay," said Gina.
"We first need to make sure we are talking to the right person," the woman said. "So I'll begin by verifying a recent transaction on your account. Our records indicate that last night at 7:45 p.m. you made a purchase for $213.95. Can you tell me the name of the store where you made this purchase?"
Gina immediately remembered the purchase. She had bought a wristwatch for her brother's birthday.
"Yes," Gina responded. "That was for a watch at the Beach Emporium."
"Thank you," the woman continued. "We're going to have to cancel your card and issue a new one," she said. "But first, we need to verify some other recent charges on your account."
Gina listened with anticipation.
"Okay, we have three other charges to your card yesterday. First, there is a charge of $1652.25 from Metzler's Department store. We also have one for $1,850.15 at the Red Web Casino, and finally one for $736.94 from the Xeroa Company in Tucson, Arizona.
Listening to the woman list the other charges sent a shudder through Gina. It was hard to believe that someone had put those charges on her account. "I didn't make any of those charges," said Gina. "This is terrible."
"Don't worry" said the woman. "We have a very good fraud control program, and you won't be responsible to pay a single penny of the fraudulent charges. We'll only need you to sign a fraud affidavit. I'm sending it you in the mail today. All you need to do is sign and return it, and that will be the end of the problem.
Gina was greatly relieved.
"Okay," the woman continued. "Before I send you your new card, I'll need to verify some additional information. Can you please tell me your social security number and your mother's maiden name?"
Gina quickly gave the woman the information.
"Thank you," said the woman. "We'll send you your new card in the mail tomorrow."
Analyze and comment on the phone conversation described in this case in relation to identity theft.
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: Analyze and comment on the phone conversation described in this case in relation to identity theft.
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