Tech/Customer Support and Government Impersonation
Call Center Frauds
Impersonation scams defraud thousands of individuals each year. Two categories of fraud reported to IC3, Tech/Customer Support and Government Impersonation, are responsible for billions in losses. Call centers overwhelmingly target older adults, with devastating effects.
What is Tech/Customer Support Fraud?
Criminals pose as technical or customer support/service. The criminal may impersonate any type of personnel appearing to offer support or assistance, including (but not limited to) computer/virus support; virus software renewal; banking; online shopping websites; utility companies; security (including virus software renewal); GPS; printer; cable and internet companies; and cryptocurrency exchanges.
What is Government Impersonation?
Criminals pose as a government official or law enforcement to extort money. Common examples include claims the individual missed jury duty or their identity was used in facilitation of a crime. The fake official offers to assist with protecting financial accounts or investigating and recuperating lost money, but request the individual pay up front or transfer all their funds to "secure" their accounts.
Why do we often link Tech Support and Government Impersonation together?
Based on years of investigations, these frauds are often perpetrated by the same criminals or groups of criminals. Additionally, they frequently conduct both types of scams at the same time or utilize tactics from both to be successful in their deception. A good example is the "Phantom Hacker" scam.
Tips to Protect Yourself
- Resist the pressure to act quickly. Criminals will urge the victim to act fast to protect their device. The criminals create a sense of urgency to produce fear and lure the victim into immediate action.
- Do not click on unsolicited pop-ups, links sent via text messages, or email links or attachments.
- Do not contact the telephone number provided in a pop-up, text, or email.
- Do not download software at the request of an unknown individual who contacted you.
- Do not allow an unknown individual who contacted you to have control of your devices or accounts.
- The US Government and Law Enforcement will never request you send money via wire transfer to foreign accounts, cryptocurrency, cryptocurrency ATMs, gift/prepaid cards, or by shipping/mailing cash or precious metals.
- Be cautious of customer support numbers obtained via open source searching. Phone numbers listed in a "sponsored" results section are often boosted because of Search Engine Advertising.
- Ensure all computer anti-virus, security, and malware protection is up to date. Some victims report their anti-virus software provided warnings prior to attempt.
- Install ad-blocking software that eliminates or reduces pop-ups and malvertising (online advertising to spread malware).
Filing a Complaint
To report call center-related fraud, please be as descriptive as possible in the complaint including:
- Identifying information of the criminal and company. Include Web sites, phone numbers, and e-mail addresses used by the criminal and company or any numbers you may have called.
- Account names, phone numbers, and financial institutions receiving any funds (e.g., bank accounts, wire transfers, prepaid card payments, cryptocurrency wallets) even if the funds were not actually lost.
- Description of interaction with the criminal.
- The e-mail, web site, or link that caused a pop-up or locked screen.
- The name of the person or company that contacted you.
Complainants are also encouraged to keep all original documentation, e-mails, faxes, and logs of all communications.