Agent Guide: Handling Suspicious Contact & Phishing Reports

The Bottom Line Vida only processes payments through our secure, encrypted platform/app interface. We never conduct manual outreach (phone, email, text) to ask members for their credit card details.

If a member reports receiving a suspicious request for their financial information, treat it as a high-priority security concern.

Standard Operating Procedure (SOP)

Step 1: Reassure the Member & Gather Context

• Validate their concern and confirm that Vida did not send the request.

• Ask the member for the phone number, email address, or screenshots of the suspicious message (do not ask them to forward malicious links directly in Zendesk; screenshots are preferred).

Step 2: Use the Standardized Response Macro Please use the following script when replying to the member:

"Hi [Member Name], thank you so much for bringing this to our attention. Please know that Vida Health will never ask for your credit card or financial details over the phone or via unsolicited messages. All of our billing is handled directly within our secure, encrypted app.

Please do not reply to that message or provide any personal information. I am escalating this immediately to our Compliance team so they can investigate this phishing attempt. If you have any screenshots or details of the sender, please share them here so I can include them in the report. Your security is our top priority."

Step 3: Required Escalation Path All suspected phishing attempts or fraudulent payment requests must be logged and escalated.

• Action: Once you have secured the member's account and gathered any available details (screenshots, sender email/phone), forward the complete ticket details to compliance@vida.com.

• Ticket Status: Mark the ticket with the appropriate security/escalation tags per your Zendesk workflow and set the status to Pending or On-Hold while Compliance investigates.

Tags: payment security, phishing, scam, credit card, compliance, fraud