Identity Theft
Customers reporting accounts opened unknowingly in their name, receiving unexpected bills or devices, contact from debt collection agencies, unexpected credit file entries and noticing their personal details may have been used/changed without their knowledge.
Account Takeover
Attempts to change contact details before passing security, unable to pass security the first time, avoiding or delaying the OTP/OTAC process and unusual urgency to rush the transaction.
Telco Impersonation
Scripted transitions, no small talk or questions, if they know the terminology ‘too well’ and ‘same again’ behaviour, trying to pressure a certain deal.
Sim Swap
Realising the customer has been pressured, unusual language being used, avoiding OTPs and requesting contact details be changed first. Ask if they requested a new SIM due to a broken eSIM.