Hi @britneypham1996 - thank you for reaching out.
I'm sorry you have been a victim of a fraudster, I can imagine it is a very stressful experience, and rest assured, we take fraud very seriously.
As Lester has advised you are absolutely welcome to escalate this to your state ombudsman, however this will be referred back to our resolutions management team to resolve.
To give you an idea of what is going on behind the scenes, here is a typical fraud referral scenario:
1. When someone reports a fraudulent account set up in their name, we refer the account and all details to our fraud team for investigation
2. The fraud team will go through every communication we had with the affected account, which includes:
- Attempting to verify the identity of the fraudulent party
- Closing the contract
- Reversing any charges
- Ensuring no impact to the affected party in terms of credit exposure.
This process, unfortunately, can take quite a while to resolve, as it involves multiple parties outside of AGL, who are not required to abide by our SLA's in terms of resolution time.
If you haven't reported the fraud to our resolutions management team, please do so here, so we can begin this process for you.
If you already have, the team will be able to advise you whether fraud team is still investigating, or if there is an outcome.
Kind regards,
Xander
