Here's the part of the story where some poor guy's account get's completely f-ed. This thief had been bounced to the out-sourced to security so often that he must have made a check list of any possible questions they would ask him. Through whatever means, he managed to get the answers to these questions. Now when he called, he could give us the information we were asking for, but by this point we knew his voice so well that we still tried to get him to security. It worked like this: We put him on hold and dial the extension for security. We get a security rep and start to explain the situation; we tell them he was able to give the right information, but that we know is the same guy that's been calling for weeks and we are certain he is not the account holder. They begrudgingly take the call. Minutes later another one of us gets a call from a security rep saying they are giving us a customer who has been cleared by them. And here the thief was back in our department. For those of us who had come to know him, the fight waged on night after night.

Chase is a revolving door. If you work there longer than a year, you're considered to have seniority. The few of us who knew this account was being raped could do nothing to protect it. Some newbie wouldn't know about the situation and would let the thief have his way with the account. The US security department became aware of the issue and put blocks on the account as well as incredibly long notes that explicitly said to not remove the block for any reason at any time. But sure enough, over and over, the guy would call in overnight, talk to the out-sourced security, and the block would be removed. Again, they were only able to verify with him with information that he was already known to have, yet that never seemed to deter them from clearing him.

Things got quiet for a while, and we thought maybe he'd finally been stopped from unblocking the account. Turns out that he'd actually been caught, but only after more than $40,000 in fraudulent charges on this one account. I cannot stress enough that if US security had been able to intervene from the get-go, he would never have been able to do so much financial damage. For the rest of his life, the true owner of that account will be dealing with the effects of this crime.