I agree. You step into the customers shoes when you assumed the loss. I'd advise her of this and that you will prosecute to the maximum, all parties involved.
Do you suspect now that it was a set up or that she gave him the PIN? If so, I'd work in, all parties involved since you took the loss.
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AndyZ CRCM
My opinions are not necessarily my employers.
R+R-R=R+R
Rules and Regs minus Relationships equals Resentment and Rebellion. John Maxwell