The problem

I kept seeing the same pattern: customers were alerted on multiple account takeovers when only one valid account actually existed. Every extra alert meant wasted effort on the customer's side, and over time it chipped away at their trust in what we were telling them.

What I did

Instead of explaining it away one ticket at a time, I wrote a formal escalation report. It documented the gap, what the expected behavior should be, and the impact on customers.

Result

The escalation became a tracked product fix that improved how account-takeover activity is correlated and alerted on.