He found out about us from his friends who are regular customers of the service. In the conversation, they simply told him the name of the service.
The client, typing the name of the service into a Telegram search, probably misspelled it and ended up on a doppelganger account. There, a manager answered him and in the process of communication, gained access to his account, after which he sent the client to refill his account.
In the office, the client was nervous and constantly looking at his phone. Before making the exchange, I asked him standard verification questions:
- Is this the first time the client is depositing for the first time?
- Did he register on his own?
- Is the account provided with additional security?
The client said that a certain manager Alexey worked with him, who registered him on our service and did all the necessary actions for him. However, there was no such operator that day, and the behavior of the manager did not correspond to the job description of an AWEX employee. Then I guessed what really happened.
I asked the client to set up two-factor authentication on his account right in the office from his phone. After all, the fraudsters expected to use the client's login and password after a successful deposit and withdraw funds from the wallet.
After connecting two-factor authentication, I explained to the client that he almost became a victim of fraudsters. I told him what he could additionally do to ensure full security of his funds. In the end, the transaction was made in compliance with all the rules of the service.
A few weeks later the client sent us a thank you message. His real estate transaction was successful.
Compliance with all procedures of client verification by the office staff, is a prerequisite before the exchange, in order to protect the client from possible risks.
This case posed a challenge to the company: "How to stop such schemes once and for all and protect clients from service doubles?".
And we came up with a solution!
What is it? We will definitely tell you in the next article.