The original call came on 12/9/15 from a female who stated she was the client. It is believed to be the actual client, she was inquiring about surrendering her account, she also gave a change of address to Liberal Kansas (it was not changed at that time) she indicated she was having family problems and did not want her sister Janet Perez as the beneficiary anymore, however, on the 3/4/16 and the 1/11/16 call, the caller stated she was living at the address in Coconut Creek, FL which is listed as Janette Perez’s address.
Numerous calls were received after the initial call by someone impersonator the client and also claiming to be the client’s mother. The caller used an interpreter when she identified herself as the client’s mother, and when she claimed to be the client. The caller had various distractions going on when those calls were placed; it sounded like there were multiple people on the phone talking over each other and someone in the background was guiding the Spanish caller on questions to ask CCC. The caller was able to answer basic security screening questions and was given assistance. The caller inquired on the check status and became upset when she learned the check was mailed and not sent via eft as the withdrawal form requested. Valic had informed the caller on 12/9/15 that the surrender checks could only mailed to the address of record …show more content…
The form was return and signed by a signature that does not match known client signature on file. (Signature was not verified prior to processing) The form was missing marital status; therefore it was delayed and pending which prompted several calls from the client (someone impersonator the client) to inquire on its status. The caller was able to provide missing information needed to
Numerous calls were received after the initial call by someone impersonator the client and also claiming to be the client’s mother. The caller used an interpreter when she identified herself as the client’s mother, and when she claimed to be the client. The caller had various distractions going on when those calls were placed; it sounded like there were multiple people on the phone talking over each other and someone in the background was guiding the Spanish caller on questions to ask CCC. The caller was able to answer basic security screening questions and was given assistance. The caller inquired on the check status and became upset when she learned the check was mailed and not sent via eft as the withdrawal form requested. Valic had informed the caller on 12/9/15 that the surrender checks could only mailed to the address of record …show more content…
The form was return and signed by a signature that does not match known client signature on file. (Signature was not verified prior to processing) The form was missing marital status; therefore it was delayed and pending which prompted several calls from the client (someone impersonator the client) to inquire on its status. The caller was able to provide missing information needed to