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Topic: THIS JUST HAPPENED TO US!
Topic Author
One of our maintenance techs had to get a ride to one of our properties with his girlfriend. She wasn't feeling well and was invited to lay down in the office. She was left alone by the office staff who went to run an errand, for about 30 minutes.
A week later one of the tenant's of this property asked the manager why our company took money out of his checking account without his permission. He pays rent with a personal check, and it wasn't even the same amount as his rent payment.
After checking, researching, verifying and interviewing, we came to this conclusion:
The maintenance tech's girlfriend went into the office desk and wrote down the information off the tenant's rent check: Name, account number, routing number. She then used it to set up her resident portal payment and made her rent payment with his checking account information.
She and our maintenance tech are tenants at another property we have. They have only lived there about 2 months.
When confronted, she offered a "document" to prove she made that particular payment with her father's credit card. The document was so fake it was ridiculous!!!
We at the point where we have to decide:
1. Evict them both for criminal activity (we have all the evidence to 100% prove it)
2. Turn her over to the authorities (recommended by our attorney)
3. Fire our maintenance tech because he will not admit she is guilty, so it could be either of them
4. Make a deal.
I still don't know what the tenant, whose information was stolen, is going to do. He had to shut down his bank account. Our company sent him a check for the lost amount.
Has this happened to you before? What steps do you take to protect tenant check information until it is deposited? We also keep copies of their checks.
Tough one. She is also claiming she is in an early high-risk pregnancy.
A week later one of the tenant's of this property asked the manager why our company took money out of his checking account without his permission. He pays rent with a personal check, and it wasn't even the same amount as his rent payment.
After checking, researching, verifying and interviewing, we came to this conclusion:
The maintenance tech's girlfriend went into the office desk and wrote down the information off the tenant's rent check: Name, account number, routing number. She then used it to set up her resident portal payment and made her rent payment with his checking account information.
She and our maintenance tech are tenants at another property we have. They have only lived there about 2 months.
When confronted, she offered a "document" to prove she made that particular payment with her father's credit card. The document was so fake it was ridiculous!!!
We at the point where we have to decide:
1. Evict them both for criminal activity (we have all the evidence to 100% prove it)
2. Turn her over to the authorities (recommended by our attorney)
3. Fire our maintenance tech because he will not admit she is guilty, so it could be either of them
4. Make a deal.
I still don't know what the tenant, whose information was stolen, is going to do. He had to shut down his bank account. Our company sent him a check for the lost amount.
Has this happened to you before? What steps do you take to protect tenant check information until it is deposited? We also keep copies of their checks.
Tough one. She is also claiming she is in an early high-risk pregnancy.
Posted 8 years 11 months ago
OH MY! Sandy, that is a tough one!
Here's some feedback:
Here's some feedback:
- I believe in prosecuting. Otherwise it could happen again somewhere else... If they/she have done it before, if someone else had prosecuted it may not have happened to you!
- I'd let the police decide if your tech was involved, but I would suspend him immediately while you investigate, changing the locks on the doors.
- Since he lives with the one you are reasonably certain is guilty, you will want to evict them from their apartment home as soon as you legally can.
Posted 8 years 11 months ago
Ditto on Mary's comments... you really should move forward with criminal charges and prosecution. If you don't send a clear message, it could really shake the faith your residents have in you.
With regards to safeguarding tenant information, I have a few thoughts:
1. You don't leave anyone alone in the office. I'm sure it was assumed to be a safe thing, since she was a tech's girlfriend, but it's best not to do that for anyone other than staff. I have had to tell team members that their teenage children were not welcome to sit in the office unsupervised before - though I have made the model available on occasion. You just never really know people.
2. Checks/credit card info should be secured when not actively in use. A locked file drawer or locked bank bag should work for storage during the day if you do all of your posting at the end of the day. The copies should be stored in a locked safe after being posted/deposited.
3. PM software should be logged out of when away from your desk. Same for email, etc. It only takes a second for someone to access private information.
With regards to safeguarding tenant information, I have a few thoughts:
1. You don't leave anyone alone in the office. I'm sure it was assumed to be a safe thing, since she was a tech's girlfriend, but it's best not to do that for anyone other than staff. I have had to tell team members that their teenage children were not welcome to sit in the office unsupervised before - though I have made the model available on occasion. You just never really know people.
2. Checks/credit card info should be secured when not actively in use. A locked file drawer or locked bank bag should work for storage during the day if you do all of your posting at the end of the day. The copies should be stored in a locked safe after being posted/deposited.
3. PM software should be logged out of when away from your desk. Same for email, etc. It only takes a second for someone to access private information.
Posted 8 years 11 months ago
PROSECUTE!!! I know it is hard to do but you will regret it later if you do not!
I agree, let the authorities decide who all was involved but I would probably at least suspend the maintenance tech pending the investigation. If this is something that he had any part in my fear would be what is he doing inside of the units that he goes in.
I agree, let the authorities decide who all was involved but I would probably at least suspend the maintenance tech pending the investigation. If this is something that he had any part in my fear would be what is he doing inside of the units that he goes in.
Posted 8 years 10 months ago