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Background:

A customer contacts support and claims they are the victim of fraud, or their installer/sales rep gave them misinformation regarding their contract, etc. The support agent has followed the Escalating Complaints SOP, documented the interaction, and transferred the issue to the resolution specialist. This SOP outlines the process for investigating and resolving the issue.

Examples of Fraud

  • Sales rep/installer fraud

    • signing on behalf of the customer

    • pushing bad deals through to meet their own bonus/volume goals

    • knowingly allowing dead, not present, or otherwise uninvolved parties to sign a contract

    • making false claims

    • knowingly misrepresenting facts

  • Falsified PTO letters

  • Credit Consent

Investigate the Claim

If an accusation of fraud is presented, the resolution specialist will:

  • Communicate with the customer about the claim:

    • Share in their frustration, but do not apologize or accept blame. (“I understand you must be frustrated” instead of “I’m so sorry this is happening”)

    • Do not place blame on the installer or sales rep (instead state that you are going to be looking into this and working with the installer, etc.)

    • Make sure that the customer understands that we are the financier and not the installer (but we will help them when dealing with an installer issue)

  • Get a detailed account of the customer’s claim.

    • Ask the customer to share any evidence they have, including:

      • Email, text, or other communications with the installer/sales rep or other parties

      • Supporting documentation such as additional contracts with the installer/sales rep or other parties

  • Gather all prior communications with the customer.

  • Gather corroborating evidence to validate the claim (may include):

    • Review the contract documents in DocuSign and compare:

      • Email addresses for signers

        • Check DocuSign certificate

          • If the email address used for sales rep matches customer’s, this is corroborating evidence to support the claim

      • IP addresses for signers

        • Check DocuSign certificate

          • If the IP address for homeowner is different than the one used for the sales rep, this is corroborating evidence to support the claim

    • Listen to the Welcome Call

      • Note any red flags

      • Compare the voice on the welcome call to other voice communications with the customer

        • If questionable, download the calls for further review

    • Google the customer if there is any question that the homeowner does not tie to the property

    • Obtain a Death Certificate when necessary

    • Reach out to the customer to determine if the system is operational when necessary

In cases of suspected Fraud

  • Immediately notify Compliance Compliance Escalation SOP

    • Present all data collected from the initial investigation

      • Compliance will decide if the user’s access will be temporarily removed pending further investigation

      • Compliance will determine what outreach objectives are required, if any.

                                                          

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