Reduce prepaid card fraud
Prepaid customers can visit any dealer/retailer/relationship center and request a refill for prepaid accounts. The refill happens in multiple ways: through LAPU (mobile-to-mobile transaction), physical recharge, and online.
The physical recharge cards require the customer to scratch the card to reveal a 16-digit secret access code. However, because these cards were made of cardboard, they were easily subjected to damage when scratched, and often the numbers would be removed. These customers then called in to have an agent verify the serial number and check the denomination and status of the card. Based on the agent’s authentication, customers were able to access the desired amount in their account.
Although agents could verify these cards, they could not block the card from further misuse. HGS observed a sudden spurt in such cases reported and after analyzing the data, the team found that some customers were repeatedly contacting us and using the same recharge card multiple times. Consequently, we redirected these customers back to the dealer to hand over the physical card for replacement, thus avoiding the misuse of cards. The number of customer complaints on the faulty recharge card fulfillment process was reduced to 40 from the initial 38,000, which is a 99.9% reduction.