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What should I do if a customer complains about account hacking?
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I immediately lock the account and ask the customer to verify their identity with additional documents.
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I assist with restoring access and advise the customer to change their passwords, explaining the importance of strong combinations.
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I also analyze how the hacking occurred and update security measures to prevent it from happening again.
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If a customer complains about account hacking, apologize and suggest they change their password immediately and enable two-factor authentication. Check the account for any unauthorized activity. If necessary, temporarily suspend the account while you investigate. Keep the customer informed throughout the process and guide them on enhancing their security measures. Additionally, recommend they review any recent devices or locations that have accessed their account, as this can help identify potential vulnerabilities.
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Действуем немедленно: блокируем аккаунт, проверяем логины входов и транзакций, связываемся с клиентом для проверки. Если подтвердится взлом — регулируем доступ, отменяем подозрительные операции и компенсируемые убыток. Главное — показать клиенту, что его безопасность для нас в приоритете.
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