Once you receive a report of Unauthorized MyCash Registration the below information needs to be collected and reported to the Compliance Team immediately.
Kindly confirm that the customer making the report called from the phone number that is registered on Mobile Money.
In addition, ask the customer following questions via phone:
Use the below scripting:
"I'm sorry to hear that this occurred, we take matters like this very seriously,
In order to have this escalated for you, do you mind if I ask you a few questions?" If Yes, proceed with the below:
Ask for the customer's TRN to search Huawei & verify if possible. Gather the information seen in Huawei; if account is under a different name etc.
1. When did he/she first hear about MyCash and how?
2. Has he/she ever received a MyCash text message before? if yes; please provide screenshot.
3. Has he/she ever received a call from anyone prior to registering for the wallet, that they were calling from MyCash?
4. Has he/she ever received any call from anyone requesting a pin/code from his/her phone?
5. Has anyone been given access to his/her phone within the last 2 months?
If Unauthorized Card To Wallet Cash-In, please also gather:
In addition to the above questions, Transaction I.D, date and time of the transaction (screenshot), last 4 digits of the card number (which she already provided) and type of card - example NCB (National Commercial Bank) VISA debit card
Furthermore, ask the customer to provide a Photo ID and TRN in order for a thorough investigation to be done.