Identity theft is the unlawful use of someone’s personal and/or financial information. When a client reports that his or her identity has been stolen do the following:

1. Verify the identity of the client by using one of the following:
   • Identification: CSC Phone Procedures
   • Clients in person
2. If the client has not filed a report with law enforcement, direct the client to the police to file a report.
3. Obtain a copy of the police report.  
4. Complete the ID Theft affidavit found in Streamline, making sure that the client's signature is notarized. Note: This affidavit is valid for 90 days.
5. Copy the police report to send with the affidavit.
6. Forward the identity theft affidavit and a copy of the police report to the Transactional Risk and Fraud Prevention Department (TR&FP).
7. TR&FP associates place an alert message on the client’s CIF record and on all accounts.
8. Forward copies of the identity theft affidavit and the police report to Credit Administration, North Monroe office.
9. Create the following Synapsys service event: Deposit Services - Other Maintenance requesting a fraud alert. Indicate an expiration date of 91 days for a fraud alert.
10. In the service event, enter the client contact phone number. This information must be loaded with the fraud alert.
11. Deposit Services places a fraud alert message on the client’s CIF record.
12. As an added precaution for the client, ask him/her to choose an Inquiry ID Code and load it on the client’s CIF record. 
13. Follow the appropriate procedure to resolve a fraudulent item – error resolution, forgery affidavit, etc.
14. Close the client’s checking account and open a new account. 
15. If an account under the client’s name is fraudulent, close the account and report the closing to TR&FP. 
16. In the case of fraudulent transactions, provide the client with the following information:
    • If it appears that the identity thief has stolen mail or falsified a change of address form, instruct the client to notify postal authorities.
    • If it appears that the client's SSN has been used fraudulently, instruct the client to contact the Social Security Administration to confirm the accuracy of the earnings reported and the name on the account.
    • If it appears that the client's SSN has been used to obtain a driver’s license, instruct the client to notify the Department of Motor Vehicles.
17. Tell the client about the following resources:
    • Federal Trade Commission hotline 1-877-FTC-HELP. Hotline reports are shared with civil and criminal law enforcement agencies worldwide. 
    • FTC consumer website. The site provides a link for filing a complaint on the ID theft hotline.