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Many people are savvy enough to know that tech support scammers often reach out to potential victims by phone or with a pop-up. Even if the person takes a few minutes to look online for a number to reach popular streaming services and online shopping services such as Netflix, Microsoft, Amazon, Roku or another type of online service for help, BBB advises using caution. Scammers will post fake customer support numbers online to fool callers into purchasing unrelated computer software or use a convincing script to remote access a device to cause all kinds of technical issues the user didn't need. Unfortunately, many large companies have been affected by this scam.
How the scam works:
Your laptop or mobile device is acting up, or a streaming service is freezing repeatedly. A quick online search reveals the customer support phone number, typically a toll-free number. Once dialed, a "representative" answers, and with a few pieces of information provided, the "representative" declares that the account is compromised.
Skeptical? The "representative" reassures you that they can provide proof that the account was hacked; however, they first need remote access to your device. By this time, the desire to recover the account and information could be overshadowing the decision to allow a complete stranger to remote access your personal computer or mobile device. Scam artists often will install malware that records passwords, keystrokes, or other files that contain personal information.
According to BBB Scam Tracker reports, this scam is often used as a setup for selling expensive computer security software, costing victims between $200 and $900. Unfortunately, it does nothing to fix things that were never hacked in the first place.
Protect yourself from tech support scams:
- Refer to contact information listed directly on the business's website instead of relying on an internet search for support phone numbers (double check the URL) or use the phone number from the most recent latest bill.
- Never allow a stranger remote access to the computer or mobile device if it has nothing to do with the reason you are calling technical support.
- Avoid clicking on pop-up boxes or ads stating that something is wrong. If a pop-up doesn't seem to 'go away' or is difficult to avoid, disconnect from the internet and wi-fi by shutting off the device immediately and restarting it.
- Install virus protection on your computer.
For more information
Many tech support scams use similar techniques; see BBB.org/techsupportscam for more advice.
To learn more about this type of scam and others, go to the BBB scam news feed.
If this scam has targeted you, help others avoid the same problem by reporting your experience on BBB Scam Tracker; in Canada, you can also report it to the Canadian Anti-Fraud Centre.
Read more about BBB Accreditation Standards and BBB Standards for Trust.