AboutYan Ross Expertise Certified Identity Theft Risk Management Specialist (CITRMS) -- providing responses to questions on identity theft prevention and restoration for consumers and holders of protected information (Personally Identifiable Information)
Experience Recognized and quoted authority in the area of Identity Theft.
Principal Contributing Author to the Identity Theft Risk Management Study Guide published by the Institute of Consumer Financial Education. Frequent lecturer on this subject to attorneys and other professionals, as well as law enforcement and community groups.
Education/Credentials Bachelor of Arts, Princeton University --
Juris Doctor, Yale Law School --
Accredited Educator for numerous professional disciplines
Education/Credentials Bachelor of Arts, Princeton University --
Juris Doctor, Yale Law School --
Accredited Educator for numerous professional disciplines
Question QUESTION: Hi,
I am really in a pickly...firstly, just got out of hospital after 2 months (surgery) and firstly, person who looked after apartment, robbed me and destroyed my place (as it is I"m disability, had little and she took whatever wasn't nailed down).
On computer, suddenly dozens of emails asking me if I want ASAP credit (in this economic environment-seemed odd).
Anyway, it wasn't within a day or so all app;liances, including computer broke down (you name, it was either taken, destroyed or in a word, "booby-trapped".
Bottom line, since I'm disabled, I Needed a working computer ASAP. The police were little help as she lives out of state and said, "my word against hers".
However, I called Dell and spoke w/sales REP and all I wanted w/inexpensive computer, w/printer...w/the lowest possible monthly payment plan. Sales rep came back, "Great news, I just opened you a line of $3000.00 of credit"...I was infuriated, as I never asked for that...but, I went along...and we picked out a system. Now since I didn't receive my Preferred ID card in mail (since I just opened Pref. Card that day, I had to be transferred from one operator or specialist or financial person or tech support and everytime they transferred, inlcuding right back to sales rep, the asked me the same 5 questions:
1. Your Name
2. Address/Phone number
3. Mother's Maiden Name
4. SS #
5. What the problem was?
And becase I had no Dell ID#, I had no choice (at least I felt I didn't at the time, had to pay bills, wanted to get item sent ASAP, and I was in severe pain still from surgery). So I must've given out that information 30X over a period of first 3 to 4 days until we finally put together a compatible system. One agent, kept calling me to check on me, he was the first sales rep I ever gave all this info to and he always said, "I'll take care of everything".
Well, finally...order was put in and I was waiting for delivery and suddenly rec'd call from DELL SECURITY and they asked me if I placed orders for computers to be sent NOT to my billing address. I said, "Oh my ...don't tell me". He said, "do not worry, we caught it in time".
I said, "You don't get it...maybe DELL call it...but what about the person or person's either at DELL or the person who ransacked my apartment, have been going on a buying spree, over entire internet, thus destroying my credit rating and as a homebound person w/out credit or any delays, I'm helpless.
He said, "Okay, I will call you back in 24 hours w/all the information needed to help you" and "will send you everything". Nothing for 2 days. Finally it took 5 days of me non-stop calling dell investigator, and he told me "it's pretty extensive" but I'm not responsible. I said, "Again...I called the police, and they won't take a police report w/out a letter that actual theft took place at dell (or attempted fraud)...to please ASAP shoot me that letter stating this information.
In meanwhile, I called up 2 of 3 credit agencies and put Credit Alerts/Credit Freezes. However, it was all done over internet, and when I tried to speak w/live person on telephone, I never got an agent. I needed to tell them, although homebound, I do see MD's etc, and my home telephone number is all you have, to call, if someone tries to put in for an order or credit. Still I couldn't get through. I called the FTC and they gave me a REFERENCE # that was supposed to guarantee the police would give me a POLICE REPORT NUMBER of fraud so then I can go further w/credit bureaus, yet they wouldn't comply.
And when the investigator at dell heard from me that "No thank you, I do not want another account opened, even if we switch my SS# (a few digits) or change mother's maiden name)...yet, I wanted to have this done w/Credit reporting agencies as well as for them to have my CELLPHONE number, so if I'm outside and I run into trouble, or they get a call and want to verify if I'm placing order...they can still reach me.
No way, no how...still going on 3 weeks...of calling have I reached a living human being at Transunion or Equifax.
The police won't help. Can't speak w/Credit bureaus and meanwhile all I got waa a copy of my credit report (not score) and it didn't even have the information of the Dell $3000 account on them. So not too accurate, I felt.
So my questions:
1. How do I get the credidt bureaus to add to my credit freeze/fraud alerts, to change numbers or change mother's maiden name...and to call me at my home number to verify it's me and then
2. Give them my cellphone number for reasons stated above
3. Ask them,exactly what do I need to do, to keep my credit score from plummmeting (if it didn't already)...I even tried to order it (and pay) and I"m on fixed income and cause of FREEZE, they wouldn't even sell it to me.
Now I don't know if someone at Dell did it, although that's like 90% cause the first order was the Day I was given the $3000 credit limit and that was the day, the first order was ordered to address not of my own...or the person, taking care of my apartment, which had all my bills, and personal info (same info dell had).
So much pressure, and I may now have to go back into hosptial, how could I (oh, live alone and family are all out of state)...so, I'm completely in a bind and I Need Advice.
Please help... Thanks so much and sorry for length of lettter.........Jay
ANSWER: Jay,
Regrettably, your situation is complicated by the inability to determine whether your problem was caused by Dell or by the person who looked after your apartment and stole your belongings.
Given your description of your limited energy and capacity to deal with the situation yourself, I would suggest that you enlist assistance from one of the organizations that work in the identity theft risk management area.
First, there is a national non-profit organization, the Identity Theft Resource Center (ITRC) that provides volunteers to work with identity theft victims. You can reach ITRC via email at Victims@idtheftcenter.org Or call the ITRC Victim Assistance Center (858) 693-7935
You may wish to enroll in one of the identity theft services that can help with the update of your freeze or fraud alert. While I do not routinely recommend a specific service, there is a report on the leading ones by the Institute of Consumer Financial Education (ICFE) at www.icfe.info -- just scroll down to the Identity Theft Survey and Report on the main web page and CLICK on the link.
In general, as you have already been advised, you won't be held liable for unauthorized purchases on a credit card. You can also get a free credit report from each of the other two credit reporting agencies that you have not already gotten -- to check on whether the Dell account has appeared.
Also in general, it is not likely that an attempt to get a new Social Security number is in order unless someone as gone beyond applying for or using existing credit relationships.
In sum, based on your lengthy inquiry, it does not appear that the problem goes beyond the Dell credit card (which is actually issued by a bank), for which you will not be required to pay for unauthorized charges.
The fraud alert & security freezes on the credit reports should prevent opening of new accounts in your name.
If you feel you need additional help, I'd recommend ITRC and/or checking on one of the paid services covered in the ICFE's Report.
I hope your treatment will be successful and you will be able to return home soon and get this behind you.
Good luck!
---------- FOLLOW-UP ----------
QUESTION: Really appreciate the information and I do hope it started and stopped at dell. However, the person(s) if it's not the person watching my apartment was involved, was dell employee(s), which is most likely as the day I openeded account was the first day of the first item ordered/but not to my billing address...couldn't the damage have been done already? I actually got 2 free credit reports weeks after open the Preferred Dell credit, and NO information about it on the reports? Zero.
I'm actually out of the hospital now, but, am being realistic and might end right back in...and once in, then they can't even contact me via mail/home telehone number, that's why I feel it so urgent that the credit reporting agencies allow me to add my cell phone so they can verify if someone is using my identity by first trying home telephone number, but if no response (cuase either hospitaliized or at MD appt., whatever, the cause of me not being home)...that's a phone call, I CANNOT MISS. Yet,
I Cannot speak w/a live human being at Transunion or Equifax.
Do you have suggestions on how to break out of their automated "cage"...which disallows for specific complexities of a case? Is this possible nowadays?
Also, isn't Dell required (bylaw or by ethics) to write me a letter w/some expedience, stating clearly, "Jay...." was a victim of ID THEFT and he was charge for this item at this cost,to be sent to this person at this address? Becuase according to my local law enforcement here in NYC, I know they're super busy,but they refuse to take the report...even though the FTC gave me a reference Number which agent told me, "guarantees police will give you police report"? Any ideas.
And finally, perhaps changing SS# is drastic and since I collect disability benefits, that would be very problematic (I assume)...however, changing on the credit bureaus or sometthing to that effect, where the informatino is shared,that as Dell Security wanted to do w/me...TO Switch Mother Maiden Name to another Name, and that would guarantee no more damage would take place, cause only I would know the "new ID protecting Mother's Maiden Name"...? Which again is why I want so badly to speak w/a rep at credit reporting agency.
I wish they made it this hard for the criminals. And anyway, I really appreciate your help...I wanted to write you a big great rating (however it called on ALL EXPERTS, but they only give two choices, when I readyour reply, and that's to RATE ANSWER or Follow up question? So, I went for the follow up (Sorry)...but, I'll fix that.
PS...THIS ITRC (Identity Theft Resource Center) would be great, if I can get a human being to actually speak w/me.
Just hope I can tell this story "ONE MORE TIME" either verbally or typing it, cause it's very painful to do either at this point;even writing is hurting my insides something awful.
THANKS FOR YOUR KINDNESS and YOUR SHARED KNOWLEDGE...I will try to gain some strength, can only do a little a day, and call ITRC. Never heard of them before and even the FTC didn't recommend them to me! THANKS.
Jay
Answer Jay,
To be clear, I can't give you total comfort that nothing more will result from this apparent misuse of your personal information -- though I do understand the concern you have, especially since you will potentially be out of communication while you are in the hospital.
Nonetheless, I would consider the relatively low likelihood of further damage from this particular incident.
I would again encourage you to follow the steps I suggested earlier, plus the following:
Since you do have a "reference" (Complaint or Affidavit of Identity Theft) number from the FTC, I would suggest reporting it to your local precinct in NYC. Even if they won't open a file, perhaps they would at least time-stamp a written copy, so you can use that to show your diligence.
I would also send a (Certified, Return Receipt Requested) letter to Dell to advise them of the FTC filing and the NYC police position. While they may or may not be obligated to take action -- since it is not undeniably provable that Dell was the source of the problem -- they will at least be on formal notice of the situation.
While I can't give you legal advice, you would reasonably request them to send an acknowledgment that the credit card they opened up for you had been misused.
Do try ITRC -- they will likely have additional resources to assist you in clearing up the situation and taking steps to avoid further difficulties.
