Fraud Responsibilities

Arina Vlasova Updated by Arina Vlasova Permissioned article This article is internal and cannot be seen by public viewers.

Please spend only max. 1 hour per shift to check Fraud cases

Responsibilities:

  1. To disable accounts and hotline SIMs in this list
Do not forget to add Fraud flag in AP.

Use criteria from Port Out Protocol.

Other indicators for potential fraud

Use these criteria to help identify port-out scams (these criteria alone cannot indicate fraud):

subscriber activated line recently (less than 24-48 hours ago) and cc name is not matching subscriber's name

subscriber activated line recently (less than 24-48 hours ago) and has 2 credit cards on profile

subscriber activated line recently (less than 24-48 hours ago) and does not have mailing + shipping addresses

subscriber activated line recently (less than 24-48 hours ago) and is not @gmail.com , @yahoo.com, @comcast.net, @xyz.edu email domain

subscriber activated line recently (less than 24-48 hours ago) and SIM purchase channel is different from main channels like usmobile.com (third party channels, e.g. Amazon)

subscriber activated line recently (less than 24-48 hours ago) and has fake sounding names for emails (e.g. names of superstars)

  1. To reply to customers emails to help@usmobile.com that are in Fraud folder.

If account was disabled -> use canned response "Email to customers from help@usmobile.com"

  1. To reply to customers emails to compliance@usmobile.com that are in Fraud folder.
Use this template ONLY when customers message compliance@usmobile.com

If account was disabled -> use canned response "Email to customers from compliance@usmobile.com"

Make sure to delete your signature, when you reply from

How did we do?

Abusive Customer SOP

HK Verification

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