One last mole
Apr. 8th, 2026 04:33 pm![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
offcntrAfter a week of frustration, I finally got through to the last (please, God) fraud account. It was an online financial services outfit in California doing everything from debit/credit to insurance to student loans, but with a very myopic focus. Their assumption seemed to be that customer service is for their customers; to get through the automated switchboard, you needed to provide your membership information. To use online chat, you had to log in. I went around in circles with them for over a week.
Finally decided to ignore their eight options and just say Operator. No luck, system doesn't understand. I try again. Nope. Third time, I'm inspired to say Live Agent, and miracle of miracles, they put me through. I still have to choose from one of their departments, but fortunately, "Secure" isn't busy on Easter Sunday, so I get to a human being after a not-too-terrible hold. I tell the agent my story, and he immediately connects me to their dedicated Fraud department, who take my information, freeze the account and write up a fraud ticket. Then ask me if there's anything else, and I point out how difficult they make it to report fraudulent activity if you don't have an account. They seem to take my story seriously, though I wonder whether there'll be any changes going forward.
Finally decided to ignore their eight options and just say Operator. No luck, system doesn't understand. I try again. Nope. Third time, I'm inspired to say Live Agent, and miracle of miracles, they put me through. I still have to choose from one of their departments, but fortunately, "Secure" isn't busy on Easter Sunday, so I get to a human being after a not-too-terrible hold. I tell the agent my story, and he immediately connects me to their dedicated Fraud department, who take my information, freeze the account and write up a fraud ticket. Then ask me if there's anything else, and I point out how difficult they make it to report fraudulent activity if you don't have an account. They seem to take my story seriously, though I wonder whether there'll be any changes going forward.