How To Maintain Your Relationship With A Customer After A Scam

Fake check scams impact financial institutions – and institutions’ relationships with their customers. It’s a perfect storm. Banks have complicated and inconsistent policies. Scammers know this. When fake checks are deposited, the bank may not realize that they’re fake and the money may become available before the bank and the customer realize what has happened.

Using the PositivityTech intelligent platform, we explored customer complaints about fake checks and discovered the impact this issue has on both banks and their customers.

Why fake checks destroy customers’ relationships with banks

After being victimized by a fake check scam, bank customers turn to their banks for help. As the bank identifies the scam, it often closes the customer’s account, charges fees, and makes it impossible for the customer to access their funds. Ultimately, the customer becomes a victim of the scammer and the bank. The customer loses money, credibility, and trust in their bank. Customers feel like their money is unsafe and that their issue was not dealt with in a timely fashion.

The following complaints illustrate these issues:

“This has been a nightmarish experience that has caused a great deal of hardship to my family with a total lack of communication and lack of empathy or urgency by XXX Bank. And I feel that it is due to their failure to identify a fake check and to properly identify their customers before handing out such a large sum of cash. My funds no longer feel safe at this bank.”

“It doesn’t make any sense to me. I am the victim and yet the bank made me out to be the villain and once again punished me.”

  • According to the PositivityTech platform’s proprietary Severity Score, complaints about fake check scams are 25% worse than the average score for all complaints.
  • According to the PositivityTech platform’s proprietary Account Closure Score, customers who complain about fake check scams are three times more likely to close their accounts than customers who complain about other issues.

According to the Federal Trade Commission, there has been a 65% increase in such scams since 2015. Success in banking depends on customers trusting an institution enough to deposit their money there.

Listen to customers’ complaints to uncover hidden opportunities: How banks can improve their fake check scam protocol

Who should take responsibility for fake check scams? Customers need to help protect themselves and banks need to take action to avoid these scams. Banks can take the following steps to improve how they prevent and handle these scams — and protect their relationships with their customers:

  1. Create more targeted protocols for screening fraudulent checks and flagging potential risks.
  2. Develop more granularity and segmentation to refine policies.
  3. Respond to fake check complaints in a timely manner.
  4. Communicate respectfully with customers about these scams.
  5. Understand that these fake check scams are not isolated to one transactional occurrence. In fact, these scams can deteriorate the relationship between customers and banks.
  6. Develop education for customers about preventing fake check scams.

If you’d like to learn more about how we can help you use the PositivityTech platform to implement cutting-edge analytics, predictive tools, and preventative actions to impact all categories of customer complaints and to turn negatives to positives, please get in touch with me at marcia.tal@positivitytech.com. I look forward to speaking with you soon.