Technical support fraud involves a criminal claim to provide customer support, service, security, or technical support to defraud unsuspecting individuals.
Criminals may pose as support or service representatives and offer to resolve issues such as a compromised email or bank account, computer virus, or software license renewal.
Many victims have reported being ordered to make bank transfers to offshore accounts, purchase large amounts of prepaid cards, pay in cryptocurrency, or even request access to the victim’s bank accounts.
Initial contact with the victim is usually done through the following methods:
Email – Unsolicited email from domains of email that appear genuine and claim to provide some form of technical support, such as those from major electronics store chains that sell electronics, computers, and other digital devices.
Telephone – An unsolicited phone call from a person claiming that the victim’s device or computer is infected with a virus or sending error messages to the caller.
Search Engine Advertising – Criminals pay to have their fraudulent tech support company’s link appear at the top of search results, in the hope that victims will choose one of the top links in the search results.
Pop-up message – the victim receives a pop-up message on the screen informing them that a virus has been found on their computer. To receive help, the message asks the victim to call a phone number associated with the fraudulent technical support company.
Lock screen on device – The victim’s device displays a frozen lock screen with a phone number and instructions for contacting a fraudulent tech support company.
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Protection tips
Remember, legitimate customer service, security or tech support companies will not initiate unsolicited communications with people, the FBI says.
Install an ad blocker that removes or reduces pop-ups and malicious ads (online advertisements for spreading malware).
If you are charged for a service you did not request, first contact your banking institution or credit card provider for cancellation and refund options.
Never download software at the request of an unknown person who contacted you.
Never allow an unknown person who has contacted you to control your computer.
Do not click on unwanted pop-ups, links sent via text messages, email links or attachments. Don’t call the phone number in the pop-up, text message, or email.
Never send money through the mail or couriers.
Do not perform banking transactions while providing remote access to your computer.
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What do the victims do?
People who receive a popup or a locked screen should turn off the device immediately. Ignore any pop-ups telling you not to shut down or restart your computer. Victims who report turning off the device and waiting for some time to restart usually find that the pop-up or screen lock is gone.
Never contact fraudulent tech scam companies again. Expect more scam calls, as these companies often share information from their customer database.
The fraudster’s identifying information, including websites, phone numbers, email addresses, or any numbers you’ve called.
Account names, phone numbers, and financial institutions that receive funds (for example, bank accounts, wire transfers, prepaid card payments, and cryptocurrency wallets) even if the funds are not actually lost.
Description of interaction with the fraudster.
Copy and paste the email into the complaint.
Keep all documents, emails, faxes, and original records of all communications.
If you suspect that your computer or accounts have been hacked, contact your financial institution, change all passwords, and take steps to protect your identity. Then report it to your local law enforcement agency or the El Paso FBI at (915) 832-5000. Victims are also encouraged to file a complaint with the FBI at ic3.gov. (Staff/El Paso Journal)
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