1. Gather detailed information by asking probing questions about why the customer believes this is a fraudulent account.
   1. Confirm customers Email and physical address.

 

Probing Questions:

1. • Has anyone in your household recently received or purchased tires/rims?
   • Have the tires has been delivered to your address?
   • Have you received a tracking email?
   • Do you know (address on file)?

 

1. 1. Add an alert within Loan Pro. (NO NOT ADD NOTE TO LOANPRO)

 

1. 1. Send email to the customer.

Escalate to the CX Managers Queue 

Note: If the account is confirmed as fraudulent, OLI covers the shipping expenses.

 

If the customer reaches out using a phone number or email not associated with the claimed fraud account, kindly request their name to help locate their account, and make sure to document this account and the ongoing interaction with the customer.

 

Dear Customer,

We understand that identity-related concerns can be distressing, and we are committed to assisting you through the resolution process. If you believe you are a victim of identity theft, please follow these steps to initiate a dispute:

Contact the Police Department: Report the identity theft to your local police department as soon as possible. Obtain a copy of the police report for our records.

Submit a Report on IdentityTheft.gov: Visit IdentityTheft.gov to file a detailed identity theft report. Provide us with the report generated through this process.

Submit Documentation: Attach a copy of your valid identification (e.g., driver’s license, passport). Provide proof of your current address (acceptable documents include utility bills, bank statements, etc.).

Email All Information and Documents: Send the required information and documents to fraud@own.lease.

By adhering to these steps, you help us expedite the resolution process and ensure the security of your account. Please rest assured that all provided information will be treated with the utmost confidentiality. If you have any questions or need further assistance, feel free to contact our dedicated fraud resolution team at Fraud@own.lease.

Thank you for your prompt attention to this matter. We appreciate your cooperation as we work to address and resolve any concerns related to identity theft.

Sincerely,

Own.Lease