Preserve what caught your attention
Save the letter, account entry, or message exactly as received and note its source and date. Do not overwrite the record with a conclusion that you cannot yet support. An unfamiliar description may require an account explanation, identity verification, or another kind of review; begin by identifying the actual evidence.
Confirm the channel outside the request
If a message asks for private documents or credentials, verify the claimed source through an independently confirmed official route. A link or phone number inside the same message is not its own proof. Keep a non-sensitive description of the question for an introductory conversation, while original identification and banking material remain controlled.
Ask a narrow account question
Identify the period and entry you want explained, then follow the appropriate official instructions. Record what was requested and what remains unresolved. If assistance is proposed, clarify the role, scope, and secure handling method before records move. This guide offers a verification exercise, not a determination that unauthorized activity occurred or a claim that a particular account problem has been corrected.
Preserve the version and date of each source, and leave an unresolved difference as a question for review.