Sharon contacted our eServices Call Center in tears. She had just discovered that her identity had been used to open fraudulent accounts, including a loan she hadn’t applied for. She didn’t know where to begin or who to trust.
Vanessa, one of our specialists, answered the phone and immediately recognized how scared and overwhelmed Sharon was. Vanessa stayed on the line for nearly an hour, helping Sharon contact the credit bureaus, file a police report, and review her Peninsula accounts for any signs of unauthorized activity. Vanessa gave her step-by-step guidance, offered reassurance, and made sure she knew PCU would walk with her through the entire process.
Sharon later told us it was the first time in weeks she felt like someone had her back. The fraud had shaken her, but the empathy and thoroughness she received on that call helped restore her confidence and peace of mind.
