Recognizing Fraud

I'm connected to our apartments secured WiFi and everytime I do this Sonos speaker appears on my connect picker. This device is not mine, and I can't remove it. Has the cx's account been taken over?

• True

• False

Hey a friend gave me a 6 months Gift card code as a gift. and I redeemed it on my account XYZ, I don't want to use this account anymore and I wan't to transfer this code to my new account with the username ZYX. How should we verify the Premium account XYZ.

• Ask for free account verification details

• Asked Screenshot of the front, back, and receipt of the Gift card and new email address

• Ask for Premium account verification details

• Escalate to GS2

Some accounts may show these signs listed on recognizing fraud Guru card, but often times the signs will appear on a customer's account that is not being used fraudulently, there may be other behaviors that can be fraudulent and the Guru card recognizing fraud are merely used as guidelines.

• True

• False

These are signs that the account has been taken over except

• Music stops playing and an unidentified device/devices shows playing elsewhere

• Subscription changes from Premium for Student to Premium for Family

• Email address was updated from [e-mail] to [e-mail]

• None of the above

Customer received the email attached from the address [e-mail].

This email is an example of spoof/phishing.

• True

• False

This is the type of fraud where the scammer dupe the customer into providing their personal information.

• Account takeover

• Friendly Fraud

• Spoof/phishing

• Pastebin

These are signs of Fraudulent payment attempts except:

• Different credit card from different country had been used on the account before

• The account has been used abroad

• The account has been used recently

• The email address has been changed multiple times

The cx contacted us and his OCM is as "Hey, please transfer my 1 year Premium time from [e-mail] to [e-mail]". This can be considered as an indication of Fraudulent Premium Transfer

• True

• False

This steps are signs of spoof/phishing except

• Spotify email asking for the customer's full credit card number

• Spotify email asking for the transaction's merchant reference number

• Spotify email asking for full customer information like account password, SSN, or TIN

• Links for Spotify doesn't have https at the beginning.

• None of the above

Subscription automatically switch from Premium for Student to Premium individual, is a clear sign of ATO

• True

• False