Oh, I like the social media twist! But I agree with the above. I will counter Randy's comment that the police report doesn't matter. While not required in any way, it does add validity to the claim. That said:
- get a copy from the PD. There was a recent case of reported ID theft and the customer provided a fake police report to back up the claim
- get any video
- ask the customer how they paid anything during this period
- this is surprising similar to a story I read a few months ago where a silicon valley exec got a notice from his phone carrier that they were going to miss his business. He inquired as to the meaning and they said they had a request to move his account. By the time he got home and on his PC all he could do was see his retirement accounts be stolen. All the multifactor authorizations went to the thief who now had his phone account and he couldn't stop them.
I also don't like the "I don't know" for the tough questions of PIN and phone access. If the US Government can't get into an iPhone I don't see a cabbie doing it.
I'd be looking for that doubt that allows you to deny the claim. I still remember looking at ATM photos of "ladies of the evening" using our customers ATM card. He'd partake of the services and have them pull the funds, then say it was unauthorized. Where were the transactions, when were they, where was your customer at that time, did he loan the card and PIN to anyone, etc.
My opinions are not necessarily my employers.
Rules and Regs minus Relationships equals Resentment and Rebellion. John Maxwell