Fraud Fighting 2.0

“Wow, I've been a victim of fraud for 10 days and didn't even know it until now. Holy crap.” (A random Twitter user reporting)

During FraudSciences’ fraud operations days I was never keen on letting analysts and agents call people who were defrauded. Old school credit card users, who have had their details stolen, were never too happy hearing about it from someone they didn’t know, calling from another country and sounding like the fraudster himself - with a thick accent and all of their personal data at hand. It didn’t help that the company was called FraudSciences either, but that’s a completely different story. As time went on it became clear that most users we encountered preferred that fraud be dealt with out of their sight. They didn’t want to know about, or be involved in, any process regarding their identity being stolen. Sure, we’ve had the occasional angry customer calling back to understand whether we know the person’s name, who they were and their whereabouts to get even (and even had one person explaining that she always suspected her next-cube neighbor at the office), but generally speaking – no involvement. And we were completely fine continuing to work, undisturbed.