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Jul. 5th, 2019 10:39 pmBack before Memorial Day a story broke about a man who stole over $750,000 from one of the ATMs that belonged to the bank I work for.
I asked the bosses if they heard about it. They said no, and that it was an issue fr us. I said it could be if the person used cards that did not belong to our bank. Nah...dont worry about it.
2 weeks ago I started getting claims. The cards were all American Express Gold Cards. Hmmm...so much for their security. But since it was a known fraud my bank is not responsible. So far I have received 265 claims...totaling over a million dollars. Sigh. 2 deny these claims i have to collect documentation from the bank branches that housed the ATMs. It's a huge vacation time so none of the branches are giving me the doc in a timely matter so I have to threaten them saying I will take the money from their budget if they refuse to respond. Sigh.
This situation is also taking place when I have to process the Month end reports...and the bosses are going on vacation so I have 4 days less to do a job that takes me 6 days to do. Ack. The boss i have issues with wants my back u to help. Okay. Great. One day she helped me. I denied 40 claims with full documentation. She did 8. Then on Tuesday she calls the boss to say her kid is sick and she is working at home. This means she cannot do either the claim denials or the month end reporting as the need scanning and fax equipment and we are not allowed to print anything at home (not allowed to install printer software on the laptops). Today I ask the boss, who was working from home, if the back up was working at home. The boss asked why I was asking... umm its 45 minutes past the back up's start time...that's why I ask. The boss say no. 10minutes later she calls me and says yes, that they back up was at home again today. She asked if the back up could help in any way. I told her again that we cannot process certain things remotely. Sigh.
The boss I do like then says we could all leave 2 hours early today. Nice, but I can't as I have to get 100 claims denied by next week and all the month end reporting done by Wednesday. The boss I have issues with was mad that I said I could not leave... well, get me some reliable help and I would gladly leave, but no one is extending my deadline...
Then I get a call from American Express. They want ME to make an acceptation to pay all the claims and not deny them. Ummm... I am sorry I do not have authority to speak for the bank on a fraud issue where American Express' security was breached. They wanted me to make the exception because all the Fraud officers were out of the office today. I repeated that I am not authorized to make that decision for the bank (and f I was I too would have taken a PTO day on a Friday after a major holiday). I turned and waved down the boss I do like and he came over.... I explained the issue and he took the call and we will set up a conference call with the Fraud team on Monday I will be included as I can describe the denial process. The boss I have issues with did not like this. Sigh.
As I was showing the good boss the documentation I showed him that I had a concern with how our ATMs transaction journals were coding the transactions. I thought it was very similar to another issue that out IT team is working on...and that I think someone found out about the issue and may have tried to capitalize on it. This coding might be a loop hole where American Express can force us to pay for the fraud. I do find it odd that they wanted to speak with us... it's never happened in my 6 years doing this.
10 minutes later the boss who was at home called the boss that was in the office and I heard him say that I was 10 steps ahead and we are already looking into this.
I asked the bosses if they heard about it. They said no, and that it was an issue fr us. I said it could be if the person used cards that did not belong to our bank. Nah...dont worry about it.
2 weeks ago I started getting claims. The cards were all American Express Gold Cards. Hmmm...so much for their security. But since it was a known fraud my bank is not responsible. So far I have received 265 claims...totaling over a million dollars. Sigh. 2 deny these claims i have to collect documentation from the bank branches that housed the ATMs. It's a huge vacation time so none of the branches are giving me the doc in a timely matter so I have to threaten them saying I will take the money from their budget if they refuse to respond. Sigh.
This situation is also taking place when I have to process the Month end reports...and the bosses are going on vacation so I have 4 days less to do a job that takes me 6 days to do. Ack. The boss i have issues with wants my back u to help. Okay. Great. One day she helped me. I denied 40 claims with full documentation. She did 8. Then on Tuesday she calls the boss to say her kid is sick and she is working at home. This means she cannot do either the claim denials or the month end reporting as the need scanning and fax equipment and we are not allowed to print anything at home (not allowed to install printer software on the laptops). Today I ask the boss, who was working from home, if the back up was working at home. The boss asked why I was asking... umm its 45 minutes past the back up's start time...that's why I ask. The boss say no. 10minutes later she calls me and says yes, that they back up was at home again today. She asked if the back up could help in any way. I told her again that we cannot process certain things remotely. Sigh.
The boss I do like then says we could all leave 2 hours early today. Nice, but I can't as I have to get 100 claims denied by next week and all the month end reporting done by Wednesday. The boss I have issues with was mad that I said I could not leave... well, get me some reliable help and I would gladly leave, but no one is extending my deadline...
Then I get a call from American Express. They want ME to make an acceptation to pay all the claims and not deny them. Ummm... I am sorry I do not have authority to speak for the bank on a fraud issue where American Express' security was breached. They wanted me to make the exception because all the Fraud officers were out of the office today. I repeated that I am not authorized to make that decision for the bank (and f I was I too would have taken a PTO day on a Friday after a major holiday). I turned and waved down the boss I do like and he came over.... I explained the issue and he took the call and we will set up a conference call with the Fraud team on Monday I will be included as I can describe the denial process. The boss I have issues with did not like this. Sigh.
As I was showing the good boss the documentation I showed him that I had a concern with how our ATMs transaction journals were coding the transactions. I thought it was very similar to another issue that out IT team is working on...and that I think someone found out about the issue and may have tried to capitalize on it. This coding might be a loop hole where American Express can force us to pay for the fraud. I do find it odd that they wanted to speak with us... it's never happened in my 6 years doing this.
10 minutes later the boss who was at home called the boss that was in the office and I heard him say that I was 10 steps ahead and we are already looking into this.
