Fact Sheet 302
ENHANCING VICTIM AND PRIVATE INDUSTRY INVESTIGATOR RELATIONS
Tools for Private Industry Fraud Investigators Who Work with Identity Theft Cases

Information in this guide includes:

• An Opportunity to Shine: A Marketing Tool 
• Some Facts about Identity Theft Victims
• Ideas for Victim Brochures
• Enhancing Ongoing Communications
• Resources

Identity theft is a dual crime involving at least two sets of victims: the business community and the person whose identity was used to commit the crime. It is a complex and demanding situation, for victimized consumers (to be referred to in this document as “victims”) and investigators. Often individuals are working with more than a dozen different investigators at the same time – from financial institutions, collection agencies, governmental agencies and law enforcement. Each entity has different procedures and each seems to desire its own forms and affidavits. Is it any wonder that by the time they talk with you the victim is frustrated and grumpy, and has little patience for anything you want him or her to provide?

Daily, identity theft counselors deal with people who are angry and tired of fighting a seemingly endless battle on their own. They are frequently considered guilty until they prove their innocence to credit card and bank fraud investigators, collection agencies and law enforcement.

The Identity Theft Resource Center (ITRC) has worked with many financial institutions and governmental agencies. We know the majority of fraud investigators do care. However, we also realize there is often a lack of training in the handling of identity theft cases, from the investigative process itself to communicating with victims. Both crime victims, the business community and the individual, have a lot to gain by working as a team to uncover the imposter and put them out of work. This will also minimize economic loss to both parties.

This fact sheet contains some introductory techniques that will help you, the investigator, to more effectively communicate with victims. By turning victims into assets, instead of liabilities, you actually save time and energy in dealing with the case. This is also an opportunity to increase customer loyalty, minimize loss, and attract new customers to your company.

Should your company or agency desire a more complete program, please contact our offices for more information.

Identity theft is an opportunity to increase customer loyalty and to attract new customers to your company. How? The way in which you treat the victim reflects on your company and how it values people. Victims often repeat their stories of the crime, including the names of the companies they had to deal with. What would you prefer them to say?

The investigator at XYZ Company listened to me. He carefully explained what procedures they were going to have to take and followed through by sending me the paperwork I needed to prove my case. He also connected me with the right person at another company that was involved as well.

Or:

That guy at XYZ Company was rude. He refused to believe me even though I had a police report and evidence of the crime. Then he threatened to turn this over to collection when I wouldn’t pay. They lost the paperwork I sent them twice and forgot to notify the credit reporting agencies when 6 months later they finally cleared me.

• Identity theft is an emotionally abusive crime, potentially as devastating as a physical attack.
• Victims are scared. They are confused. Their ability to trust anyone has been severely tested.
• Identity theft is a repetitive crime, and victims suffer some of the same emotional damage as victims of physical assault. It feels like it will never end, especially when the victim continues to receive notices by phone or in the mail from creditors.
• Some victims report that the financial, emotional and criminal assault on their good name has permanently impacted their lives in a negative way.
• Most of these individuals have never been a victim of a crime before. They can become overly excited, overbearing, and anxious. They want everything done yesterday.
• Victims typically uncover more evidence in a case than law enforcement, and more rapidly. Many rightfully feel they must become the primary investigator in the case. These victims will likely put more hours into this case than you will.
• The reality is: if the victim doesn’t do anything, no one else will.
• Victims have an emotional need to become their own advocates. They need to continue to be a part of the loop and feel like they are doing something to “get this person to stop.”

ITRC recommends that you develop an “Identity Theft Victim Guide.” This document, or set of documents, should outline what initial steps a victim should take. It should include any forms that your company requires from victims, such as a fraud affidavit. The worksheet will help them organize their thoughts and substantially reduce rambling. It will also help you to more efficiently gather those details that can make or break a case. This document should be mailed out the same day the report is taken and should also be available on your web site. If you wish, the ITRC can consult on developing a custom identity theft guide for your company.

Bottom line: Clear communications with victims increase positive feelings about your company. Here are some suggestions of items you might want to include in the victim guide:

1. The cover letter should start on a personal note. Set the tone that your company or agency is here to help and wants to develop a working relationship. Tell the victim you are sorry this crime has happened to them. They need to hear that from you.

2.  Outline your company’s procedures for clearing disputed accounts.

3.  Discuss your intake form (affidavit). Explain why certain information is needed.

4.  Describe what types of information will determine whether you find the victim “innocent.” They need to know the hard facts: that this will take time and why. The truth may be a bitter pill, but it is better than leaving the impression that you don’t care. Explain if there are any actions they might take that would harm the case.

5.  Explain the appeal process if your company finds it isn’t an identity theft case.

6.  Describe the length of time that a typical investigation might take.

7.  Include a section that lists case number, the investigator’s name and phone number and/or email  address of the investigator. Victims need someone they can rely on and can reach when necessary.

8.  Describe circumstances that dictate whether your company/agency will file charges against the perpetrator.

9.  List other steps victims should take, including contacting the police, the three major credit reporting agencies, placing a fraud alert on the reports, and so on.

10.  Include phone numbers and web sites of other resources, including credit reporting agencies’ fraud departments.

11.  If appropriate, explain your procedures if this account has been turned over to collection.

ENHANCING ONGOING COMMUNICATIONS

1.  Establish a special fraud hotline, and make that number available through all the credit reporting agencies.

2.  We recommend that specific fraud investigators be assigned to victims so that there is continuity in assistance. Have a secondary contact person in case the primary investigator is on vacation or unavailable for several days.

3.  Contact each victim by phone or email at least every three weeks to tell him or her about the status of their case.

4.  Assign a password or knowledge-based question to the case so that you can confirm that you are speaking with the victim each time and not the imposter.

5.  Cooperate with the victim and law enforcement so the victim does not need to seek an attorney for help. Provide copies of account information, including application and transaction information. You may find that the victim can help you identify the imposter.

6.  Send a postcard or email that tells the victim you have received all documentation (fraud statement, verification of ID, etc.). Victims worry about mail theft, especially since they are sending you very sensitive documentation. It can be frightening for the victim to send this information in the beginning. The postcard or email provides reassurance and shows your company is caring and aware of their privacy concerns.

7.  Set up a unique mailing address for fraud victims so that these documents receive special handling and go directly to fraud investigators as rapidly as possible.

8.  Should the victim not send all the necessary documents, contact that person and let them know what else you need. Don’t wait for them to call you.

9.  When a fraudulent account has been cleared, send out a written notice of clearance to the victim so they have proof in case the account is mistakenly sold to a collection agency. Send a copy of that notice to each major credit reporting agency, as well.

10.  Should you become aware of additional facts, share that information with the victim immediately.

RESOURCES YOU MAY WANT TO LIST ON YOUR GUIDES TO VICTIMS

www.idtheftcenter.org  -- ITRC’s web site is dedicated exclusively to identity theft. There is a wealth of current information for the victim (or consumer) on the website.

www.ftc.gov  – The Federal Trade Commission can also be reached by phone at (877) IDTHEFT (Spanish-speaking counselors available). You can order free copies of “When Bad Things Happen to Your Good Name” to give victims.

www.identitytheft.org  – This site was developed by an attorney who is also a victim of identity theft. Please mention our referral.

SOME FINAL THOUGHTS

There are no easy solutions to identity theft. We will all continue to see more and more victims until the tide has turned. It pays to learn as much as you can about this crime. Some law enforcement agencies are offering community prevention presentations. Consider adding consumer education about identity theft as a part of your own community outreach program. Not only is this good public relations, but it is time-efficient and may lead to more arrests and convictions

Copyright April 2007, Identity Theft Resource Center®, all rights reserved.
Created by Linda and Jay Foley