cloned credit card...HELP !

august 11,monday. i so hate this date... my shift ends at 3pm. we are allowed to go idle 2 minutes before 3. unfortunately, i received a call at exactly 2:55pm. my average handling time per call usually lasts 3-5 minutes. that's an ideal call time. more than 5 minutes will mean trouble. one 'bad trip' is what i experienced on that date.the cardmember's account was used fraudulently. there were several fraud charges made. face to face transactions, phone order, online charge, card swiping, etc. the cm's credit card was not lost and was not even stolen. it's in her possession. so unfortunate was she because her account was used fradulently. as expected, the caller was so upset. i explained to her the case of counterfeit.

Counterfeit credit cards are fakes that have real account information stolen from victims. Often, the victims still have their real cards, so they don't know a crime has occurred. The cards appear legitimate, with issuers' logos and encoded magnetic strips. Criminals use stolen account information to create counterfeit cards or to charge items over the phone or the Internet. Counterfeit cards often are used just a few times and abandoned before the victim becomes aware and reports their misuse.

after further explanation, i informed the CM that i need to cancel her card and issue a new one with diferent number.BUT... she wants the impossible. she doesn't want a new card. she demanded the security block on her account be removed.she wants the fraud charges be credited back right away. she wants to continue using her card the soonest time possible. i told her about the possibility of the credit card being used fraudulently again. surprisingly, cm started screaming on top of her lungs, kept talking, shouting, cursing. she even will file a complaint against me because i was not being helpful. she refused to listen.

i did what's best. i cancelled her card. advised she will receive a new card in 14 business days.that's it! the call lasted for about 25 minutes. she got my name and employee id number and threatened that she will make me feel sorry and i will soon be jobless. my supervisor was actually beside me while i was on the phone. i got a tap on my shoulder. he said i did the right thing. the cardmember will soon realize that i was right all along.

whew...!