IMPORTANT INFORMATION
If you rent your terminal from us, please be aware of an incident that occurred the week of 19 February 2007. A Streamline customer was visited by a bogus engineer, purporting to undertake a routine service of their terminal.
The "engineer" carried false identification and wore a uniform with a Streamline logo.
There are no circumstances when a terminal engineer would attend your premises unless you, the merchant, had made a call to our helpdesk to register a fault, and a visit mutually agreed.
Should an engineer attend your premises unexpectedly, please immediately contact our helpdesk on 08457 61 62 63.
Question and Answers re Terminal Fraud (Merchants)
An engineer visited my premises a few weeks ago, how do I know he/she was a genuine Streamline engineer?
We have no reason to believe that any engineer visits prior to 19th Feb were bogus. If you logged a fault or requested an engineer to visit, then the visit would have been genuine.
What should I do if I suspect that the engineer is not a Streamline representative?
Please call the Helpdesk immediately and tell them that a Streamline engineer has called at your premises and that you have not reported any terminal fault. Ask the engineer to show you his ID badge and note any employee reference number or contact telephone number. Give this information to the Helpdesk. Do not put yourself or any member of staff at risk by taking this action. Do not let the engineer have access to the terminal until the Helpdesk have validated the identity. If the engineer is bogus please note down any personal descriptions and what ID was produced. Once again do not put yourself or any member of you staff at risk by taking this course of action.
Under what circumstance would an engineer unexpectedly visit my premises?
An engineer would only attend your premises in response to a fault that you or another staff member logged with the Helpdesk.
How can you verify whether the engineer was from Streamline?
A Streamline engineer will carry ID showing their picture and stating that they are from Lantec or NCR.
Who are your approved suppliers for terminal problems?
Our approved suppliers for terminal problems are Lantec and NCR.
What if I am suspicious of a card or cardholder?
If you are suspicious of a card or cardholder you should immediately call Authorisations and say that the call is a "code 10 call". Do not use any of the pre-recorded options, hold and speak to an operator who will talk you through the process. This process is detailed within you Merchant Operating instructions.
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