The Federal Bureau of Investigation (FBI) issued an alert on Wednesday, March 16, warning of technical and customer support fraud.
The scheme involves an offer of support to resolve such issues as a compromised email or bank account, a virus on a computer, or a software license renewal. Recent iterations of the scam involve fraudulent actors posing as customer support for financial institutions, utility companies, or cryptocurrency exchanges.
According to the FBI, many victims report being directed to conduct wire transfers to overseas accounts or purchase pre-paid cards. Victims being directed to the use of cryptocurrency is an emerging trend in the method of payments demanded.
FBI Suggestions
The FBI suggests the following tips for protection against these scams.
- Legitimate customer, security, or tech support companies will not initiate unsolicited contact with individuals.
- Install ad-blocking software to reduce reduce pop-ups and malvertising (online advertising to spread malware).
- Ensure all computer anti-virus, security, and malware protection is up to date.
- Be cautious of customer support numbers obtained via open source searching. Phone numbers listed in a “sponsored” results section are likely boosted as a result of Search Engine Advertising.
- Resist the pressure to act quickly. Criminals will urge the victim to act fast to protect their device or account.
- Do not give unknown, unverified persons remote access to devices or accounts.
Common Methods of Impersonation
The FBI says it observed several trends in complaints from victims in 2021:
Banking Support Impersonators
Scammers contact victims by phone or text reporting a problem with the customer’s account. The victim is persuaded to allow access to their computer and bank account to correct the issue. The scammer utilizes the access to initiate transfers from the account and others associated with it.
Cryptocurrency Support Impersonators
Cryptocurrency is still a new currency unfamiliar to most. Increasingly, crypto-owners are falling victim to scammers impersonating support or security from cryptocurrency exchanges.
- Owners are cold-contacted via call, text, or email with an alert for a security problem with their crypto wallet. Scanners persuade owners to either grant access to their crypto wallet or transfer the contents of their wallet to another wallet to “safeguard” the contents.
- Crypto-owners searching online for support with their crypto wallets and transactions. Scammers create fictitious support sites to entice crypto-owners to contact them directly and convince them to divulge login information or control of their crypto accounts.
Drivers Employed by Ride-Share or Transportation Mobility Companies
Drivers report being contacted by someone impersonating support staff of their rideshare company with an issue regarding a rider complaint or the driver’s account. Scammers convince the driver to allow access to their account and withdraw all funds in the account.
Utility, Cable, or Internet Companies:
Scammers impersonating a utility company contact victims with claims of an unpaid bill they must pay immediately to avoid shutoff. This version includes impersonators posing as cable, phone, or internet company representatives with offers of great savings.
Travel Industry
Scammers impersonate support staff within the car rental, airline, and hotel industries with offers of great deals or taking fake reservations. Scammers typically request payment by prepaid cards. Unsuspecting victims report to a reservation counter, only to find no car, hotel, or flight reservation exists.
If You Are Scammed
The FBI recommends victims take several actions if defrauded by these scams.
- Contact your financial institutions immediately. Take steps to protect your identity and your accounts.
- Change all passwords if the scammer had access to your device.
- Execute virus scan software to check for potentially malicious software installed by scammers and consider a professional service to ensure the security of your computer is not compromised.
- Expect additional incoming contacts. Scammers often are share or sell contact databases
- File a complaint with the IC3. If possible, include:
- Identifying information of the criminal and company, including web sites, phone numbers, and e-mail addresses 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) provided by the scammers, 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.
- Keep all original documentation, e-mails, faxes, and logs of all communications.
