Customer Impersonation Fraud

PROBLEM: Scammers had been targeting the customers of a financial institution. They would call customers while claiming to be representatives of the institution, even going so far as to spoof their caller ID to display the institution’s name. Once they got a customer on the phone, they would ask questions to gather both personal information and answers to security questions. This information was then used to impersonate the customers at the bank's contact centre.

SOLUTION: The financial institution wanted its customers to be able to trust the calls they received. They implemented OrgVerify to give their customers confidence that when the bank called, they could securely verify that it was, in fact, the institution contacting them. And when it wasn’t, they would know and could hang up immediately, leaving the fraudsters empty-handed.

 

Account Verification Calls

PROBLEM: Fraudsters impersonated bank employees and called customers claiming suspicious activity on their accounts. Victims were tricked into sharing login credentials or transferring funds to “safe accounts.”

SOLUTION: Banks began using OrgVerify for outbound fraud alerts and account verification calls. Customers received a one-time code from the caller and could verify the legitimacy of the call before taking any action.

OUTCOME: Customer trust in fraud alert calls increased, and banks reported fewer cases of social engineering fraud. OrgVerify became a standard part of their customer protection strategy.

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PROBLEM: The government’s tax authority had a problem with bad actors calling their citizens and impersonating the tax authority. The bad actors would ask for confidential information, such as line 150 from the citizen's tax return, and then use that information to impersonate the citizen to the tax authority. Once they had been wrongfully authenticated using security questions, they would change the address for the citizen’s tax refund cheque. Before anyone knew what was happening, the bad actors would cash the cheques and move the money out of the country.

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SOLUTION: The government tax authority implemented OrgVerify to protect their citizens. Now, citizens have a way to verify when it is really the government calling them and when it is actually a bad actor. This has eliminated millions of dollars in fraud and protected vulnerable citizens, who were often targeted with these attacks, from having their government income cheques scammed.

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OUTCOME: Public trust in government communications improved, and scam-related complaints dropped. The agency also added OrgVerify instructions to its official website and tax notices to educate citizens on how to verify calls.

PROBLEM: Unethical insurance investigators were calling patients, impersonating healthcare providers, and asking for sensitive patient information, which was then used to refute insurance claims.

SOLUTION: The insurance provider adopted OrgVerify for all outbound member communications. Representatives gave a one-time code during calls, which members could verify before continuing the conversation.

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OUTCOME: Members reported feeling safer and more informed. The provider saw a reduction in fraud-related incidents and improved member satisfaction scores. The solution also helped meet regulatory requirements for secure communications.

Senior Protection from Tech Support Scams

PROBLEM: A growing number of seniors were being targeted by fraudsters impersonating support agents from major tech companies. These scammers claimed the victim’s computer was infected and convinced them to install remote access software, leading to financial theft and identity compromise.

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SOLUTION: One such tech company implemented OrgVerify and rolled out updates to their website and a media education campaign to explain how legitimate calls from them would work. When contacting customers, support agents would now be providing a one-time code that the recipient could verify on the company's website.

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OUTCOME: Call recipients felt more confident engaging with verified support calls. Reports of successful tech support scams dropped significantly, and the agency launched a public awareness campaign promoting OrgVerify as a tool for safer phone interactions.