Thanks for the reassurance.(Original post by Runninground)
Oh sorry, I thought you meant they had already decided to pay and you were asking if you should pay it. I assume, being a money transfer company, that they have procedures in place and have something in their terms and conditions which explains what should happen in case of fraud or lost money. But I don't think you (or the company) will be required to pay the lost money as it's not directly your fault.
I read the rules very carefully, and it clearly states that if the control number and details on paper matches what I have on screen AND the person is able to provide proof of I.D. THEN I am allowed to pay out money.
I don't think its my job to question someone's I.D. and so on. My job is to make sure that what is on paper matches whats on screen.
Personally, after a good investigation I feel that we are not at fault. The victims are at fault because how could they happen to lose their 'control number' just like that. Its like you losing your pin number.
What should I do?