Guiding Advocates Toward Impactful Care in the Wake of Identity Fraud

The financial, emotional, and psychological burdens of identity fraud and scams on consumers have led to feelings of suspicion and a lack of trust in all forms of communication. Many consumers feel isolated, responsible, and distrustful of everything and everyone after becoming victims of these crimes, and that’s only if they realize that what they experienced was illegal. The increasing lack of awareness about the illegality of identity fraud reflects the growing complexity of the criminal schemes being carried out. These crimes will become only more sophisticated as advancements in accessible technology for criminals continue. 

The status quo in dealing with these crimes is no longer sufficient. Victims find themselves feeling as though they must be the sole protectors of their accounts and identities. It is incumbent upon financial services and other private-sector entities, law enforcement, government agencies, and consumer advocacy groups to collaborate to ensure impactful assistance during the fraud resolution process. This will establish stronger investigation, reporting, and resolution standards. 

FOREWORD 

This report, sponsored by AARP, examines the existing experience of fraud victims, barriers to compassionate fraud resolution and consumer advocacy in the United States, as well as the key elements of best-in-class consumer support in an era of increasing threats of identity fraud. 

This report was adapted from the 2025 Identity Fraud Study: Breaking Barriers to Innovation, published by Javelin Strategy & Research in March 2025. Javelin Strategy & Research maintains complete independence in its data collection, findings, and analysis.