Belize BPO agents allegedly linked to U.S. credit card scam ring

BELIZE CITY, BELIZE — Belize’s business process outsourcing (BPO) industry is under scrutiny after allegations surfaced that call center employees have stolen credit card information from American customers, costing local businesses thousands of dollars and fueling underground criminal activity. 

The scandal has prompted a formal government investigation as authorities weigh the impact on one of the country’s largest employers.

Stolen data fuels local fraud and gang activity

According to multiple reports from Greater Belize Media, Lee Mark Chang, owner of Belize City’s Chon Saan Palace, reported hundreds of fraudulent transactions over the past two years, many tied to stolen credit card information. 

“How we know it is fraud is when the banks send back the statement and say ok there is a charge back for these accounts and we are not talking about five, ten, fifteen, twenty. We are talking about hundreds of charge backs,” Chang said.

Investigations by Greater Belize Media’s flagship news program News Five revealed that BPO employees bypassed the company’s Payment Card Industry Data Security Standards by secretly recording card numbers and CVV codes during customer calls. 

The stolen data was used to place orders on Chon Saan’s app, often delivered to addresses near call centers. Some information was reportedly sold to gangs, spreading the fraud further. 

In one case, an American cardholder named Justice had their card used a dozen times in less than three weeks, accumulating nearly US$1,000 in charges.

A former BPO worker confirmed the ease of the scheme. Agents could capture and transfer sensitive data in minutes, sometimes while providing routine customer service. 

“The stolen card details are widely shared, used to purchase food, and sold on the streets, with some transactions even linked to gang activity,” the former employee told News Five.

PM Briceño launches probe to protect Belize BPO economy

Prime Minister John Briceño confirmed that the Financial Intelligence Unit is investigating the allegations. 

“Well it is unfortunate that this is what happens all over the world in these BPO’s where people have to give their personal information and it’s unfortunate some of our employees in these BPO’s are scamming. It’s a criminal act,” Briceño said in an interview with 7 News Belize. 

He emphasized that protecting jobs and the integrity of Belize’s BPO sector, which employs more than 20,000 people and generates roughly US$150 million annually, remains a priority.

Other local businesses have also been hit. KwiqPass, a ticketing platform, reported tens of thousands of dollars in fraudulent transactions linked to the scam.

“Whatever actions taken now can have severe consequences… these BPOs will close down and these people will be out of a job. So, it is really serious,” said Delroy Fairweather, PR for KwiqPass.

While the investigation progresses, the scandal underscores the precarious position that outsourcing countries must hold: to protect critical customer data and at the same time not to kill an industry that provides good economic support.

Strengthening security protocols, enforcing regulations, and implementing stiffer penalties will be crucial to prevent similar fraud while preserving employment and investor confidence in Belize’s BPO sector.

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