When you search for customer service numbers online, you might come across a scammer’s number instead. It’s important to be cautious when sharing personal information, and to verify identities before responding to requests for sensitive data. 

Today’s guest is Mona Terry. As Chief Victims Officer at Identity Theft Resource Center, she navigates the complexities of identity protection and identity crime recovery and management of multi-million dollar federal grants. She analyzes victim experiences to create ITRC’s Identity Report and to provide information about new and ongoing trends in identity crimes.

Show Notes:

• [0:55] - Mona describes her role as Chief Victims Officer at Identity Theft Resource Center and how she found herself in this job.
• [3:18] - Identity crimes include theft, compromise, and misuse. What’s the difference?
• [4:26] - The number one recorded compromise is through scams, where people give their information to someone else.
• [5:30] - It is also becoming more common for someone to search for a customer service number and come across a scammer’s number instead.
• [7:01] - Some of the strategies in detecting fake websites are not helpful any longer with scammers using AI tools to make things look more legitimate.
• [10:10] - Misuse is when someone else takes over your account and is making charges or establishing new accounts in your name.
• [11:41] - Account takeovers don't only include credit cards. Social media account takeovers can be just as dangerous and more common.
• [13:28] - Identity theft is what it sounds like—stealing information with the intent to misuse it.
• [15:24] - If you suspect something is compromised, Mona recommends freezing your credit account.
• [16:45] - Freezing your account and checking credit reports is easier than it used to be.
• [19:32] - Mona describes how the Identity Theft Resource Center walks victims through the steps in resolving problems.
• [21:23] - Some situations are harder to resolve than others.
• [23:51] - Team members at Identity Theft Resource Center are not therapists, but they are trauma informed and listen to victims as they are guided through a process.
• [26:27] - When working with the Identity Theft Resource Center, clients get a recovery plan.
• [29:08] - If victims have tried something or don’t feel comfortable with something, ITRC can step in and help.
• [31:50] - Don’t be afraid to check for problems. Sometimes problems don’t show themselves immediately.

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