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CBS News
17 hours ago
- Business
- CBS News
A New Jersey woman thought she was calling customer service. It was a scammer.
When Helenann Knopp realized the dishwasher she'd bought online and had delivered didn't include installation, she went searching online for a customer service number. Instead, the New Jersey woman found a scam. While bad customer service is one thing, bogus customer service is becoming an increasingly common way for scammers to cash in on unsuspecting consumers. In Knopp's case, she ordered her dishwasher through Walmart and says that's who she thought she was calling after finding the number on Google. The person on the other end, she said, asked her to verify her name and some of her banking information and told her the installation would be handled. "I didn't think anything of it," said Knopp, who lives in Woodbury Heights. Until the next day, when she realized more than $3,500 had been withdrawn from her checking account. She said she called the number again and she was assured it was an error. But to get her refund, she was told she'd need to pay more money. That's when Knopp recalls realizing something wasn't right. "I said no," she said. "They then asked if they could have access to my Social Security, and I said no." The number is now disconnected. A Walmart spokesperson told CBS News Philadelphia the company is investigating Knopp's case. Know the warning signs Customer service scams are now the most commonly reported type of scam in the U.S., according to the Federal Trade Commission. Amy Nofziger with AARP's Fraud Watch Network says there are several common tactics scammers use to reach potential victims. "You'll get a text message saying that there's a problem with your account and you need to phone in; additionally we're seeing these come in same way over email," Nofziger said. "Or they're getting a social media posting by a criminal that says, 'Hey, I have a great phone number for x, y, z company. Use this number, it gets you a human every time.'" Nofziger says they've also seen scammers create message board discussions with bogus links or recommendations for fake numbers. The issue appears to be getting worse. In February, Amazon reported a 33% increase in customer service impersonation scams on social media since December. Protecting yourself AARP advises against posting your consumer complaints on social media because it could make you an easy target. If you're looking for a company's phone number, go directly to its website. Unsolicited texts, calls or emails should be treated with caution, warns Nofziger. Often, a customer support scammer will try to trick you into thinking suspicious activity has been detected on your accounts or credit cards, she said. But most important, Nofziger advises, is to slow down. "Usually when you're reaching out to customer service, you might be in a stressful situation," she said. "Take a pause, and then do your research." Customers dealing with travel issues can also be vulnerable. The Better Business Bureau says some scammers will even monitor real-time delays and cancellations and set up fake websites or post phony numbers on message boards. The FTC recommends travelers always contact customer service through the airline's app or by logging into your account online. READ MORE: From fake listings to phony passport renewal sites, watch out for these summer travel scams It's a hard lesson learned for Knopp. "There's people out there who are going to think I'm dumb, I'm stupid," she said. "But you know what, until you walk in somebody's shoes, you can't make judgment." Do you have a money question, a consumer issue, or a scam story you want to share? Email InYourCorner@
Yahoo
27-05-2025
- Business
- Yahoo
Bogus customer service is just the latest online scam you need to be aware of
There's bad customer service — and even worse bogus customer service where anyone can easily be taken by a scammer with a quirky accent who demands a credit card on the spot when you call a fake hotline. It's a tip to remember this summer, especially as we're looking at a variety of flight delays and cancellations at airports across the country that must deal with outdated air traffic control equipment and staffing shortages. Airline lost your luggage? Didn't get delivery yet on that online order for a beach towel? Got a problem with your rental car? Or worried about a transaction on your credit card? Watch out for scammers who know we're desperate to hear from a friendly voice who offers to solve our CVS-receipt-sized string of problems. Scammers know too well how to build a trap by planting fake customer service numbers online for well-known major airlines, banks, insurance companies, cable companies, online retailers and more. Amazon News, for example, took to the social media platform X in early March to warn consumers that the e-commerce platform saw a 33% increase in customer service impersonation scams on social media in the few short months from December 2024 through February. Amazon's warning gives consumers a good reason to think twice about posting their complaints about a company or product on social media. According to Amazon, scammers monitor customer complaints in social media comments. Then, the crooks respond to you using fake accounts. The bad actors might end up directing you to dubious links, asking for personal information or money, and moving conversations to private messages. Thinking somewhat cynically, of course, one might imagine that a big company, like Amazon, would love to quash all those gripes made public. But consumer watchdogs confirm that it's a solid tip to avoid posting complaints on social media where everyone, including criminals who would love to "help" you can see them. By impersonating legitimate customer support operations, the criminals can catch you off guard and trick you into handing over money or personal information that will later be used for fraudulent activities. Amy Nofziger, director of victim support for the AARP Fraud Watch Network, told me that you don't really want to circumvent a company's traditional method for handling complaints by posting problems on social media, given that crooks have new tactics for targeting frustrated consumers. Every day, she said, the AARP network's toll-free helpline receives calls about customer service-related scams. The AARP Bulletin highlighted the growing problem involving customer service scams in its May/June issue. After that story ran, Nofziger said many consumers who didn't even realize they had been scammed began calling the helpline at 877-908-3360. Going to online public spaces — such as Reddit, PissedConsumer and X — remains a popular way for consumers to let off steam, and maybe even get the attention from the real company. Unfortunately, scammers love to strike when people are their most vulnerable, such as when your plane is canceled as you're trying to get to your granddaughter's wedding in California. You're already in a highly emotional state. And who wouldn't welcome someone who sees their post and reaches out with a way to find you another flight? Consumer watchdogs also warn that scammers can create fake message boards that will recommend a bogus phone number or site for customer service. Clues that you're dealing with crooks: They're asking you for money upfront. They're saying you can get a discount by using American Express gift cards or other gift cards to pay a bill. They're shifting the storyline to get you worried about money being stolen from your bank account or some sort of money laundering investigation. More: Flight delayed? Some steps you can take to avoid headaches at airports More: Proposed new auto loan tax deduction could help buyers get break on interest The real trouble starts, Nofziger said, when you think you're talking with a legitimate customer support employee as you're really talking with a scammer who might request your credit card number to cover the extra $500 cost of rebooking another ticket. The day we chatted by phone, Nofziger said she was monitoring the helpline and had already heard of two consumers who had run into customer service-related scams where crooks pretended to be from eBay and Amazon customer support. In the past, the helpline has heard from people who ran into scammers impersonating customer service for Wells Fargo, Spectrum and Geico. If you have one problem, you don't need to generate yet another where you could lose lots of money to crooks when you're trying to rebook a flight or dispute a purchase on your credit card. I've written about a variety of customer service scams, including one where crooks impersonate utilities and others involving payment apps. The utility scam might start when you move into a new home and need to open an account, such as with DTE Energy, a Detroit-based utility. Some people have been scammed when they searched on Google for a phone number and found a bogus number for a utility that directed them to a scammer. One Michigan consumer reported losing $250 last year to scammers as a fee to open an account with DTE Energy. Cash App, a popular platform used to transfer money, faced significant issues a few years ago as fraudsters posed as Cash App customer service representatives, who tricked consumers into handing over passwords and personal information. For a few years, according to federal regulators, Cash App didn't have a live customer support line at that time and crooks filled the gap by providing information online for a bogus hotline. Some consumers called a fake Cash App customer support phone number, according to the Consumer Financial Protection Bureau, and were instructed by the fake Cash App customer service representatives to download malware described as a 'remote support application' or 'remote access tool.' After the consumer followed the instructions, the criminals would be able to remove or transfer funds out of the consumer's Cash App account and into their own account. Cash App has since added more customer service, noting in a blog that the payment app has "multiple ways for customers to contact us directly, including live phone support, email, real-time in-app messaging, and a dispute submission tool within the app." Cash App notes online: "Scammers may contact you through email, text, phone calls, or social media, pretending to be Cash App." Consumers can reach Cash Support by calling 800-969-1940. "This is the only phone number customers can call for Cash App Support," according to Cash App. Nofziger warned that many times a customer support scammer can hide behind an unsolicited text message that suggests there is an unauthorized charge on your credit card or suspicious activity with your bank account. You cannot click on those links or answer such calls, either. In some cases, scams can morph into situations where you end up allowing con artists to gain remote access to your computer or install malware on your computer. If you've not logged out properly from your online bank account, the crook might even gain access to your bank account. If you're dealing with a flight delay or cancellation, typically, you'd want to reach out to an airline with care. Airline customer service scams have hit consumers who Googled for phone numbers as scammers try to cash in on delays or cancellations. Some scammers even try to fabricate flight cancellation notices and trick consumers when they are trying to contact airline customer service agents, according to an alert by the Better Business Bureau last year. Scammers have been known to create fake airline ticket booking sites or customer service numbers to charge travelers for rescheduling fake flights, according to the BBB. With Delta Air Lines, for example, you can find contact information on and the Fly Delta app. In some cases, an airline might have a bank of phones at an airport dedicated to customer service when there are delays or flight cancellations. If you would rather call, make sure you have the real Delta number at 800-221-1212. We're living in a weird world when it comes to scams. And you cannot ignore the possibility that crooks are out to help themselves to your money at every turn, including hiding behind fake customer service. Contact personal finance columnist Susan Tompor: stompor@ Follow her on X @tompor. This article originally appeared on USA TODAY: Scammers are using fake customer service numbers to trap you
