Most Common Customer Service Scams & How to Avoid Them
Customer service scams trick people into calling, texting, or chatting with imposters who pose as support for brands you trust. They push fake refunds, fees, or account fixes to steal money or personal data.
Table of Contents
Quick Facts
About this scam type
In customer service scams, fraudsters pretend to be support agents from trusted organizations such as retailers, tech companies, banks, or airlines. They use urgency, trusted logos, and official-sounding language to trick victims into sharing personal information, money, or granting device access. These scams succeed by exploiting moments of confusion, delay, or need for help.
How scammers contact victims
Scammers use calls, SMS, search ads, social media, and even pop-ups to reach targets. They take advantage of times when people are seeking real customer support, offering fraudulent help through phone numbers or direct messages that appear official. Spoofed caller ID, paid ads, or fake profiles make it easy for them to pose as trusted brands.
Who is most at risk
Older adults 60+ are heavily targeted because they may be less familiar with digital security practices and are often seeking help with technology, travel, or shopping. Stressed travelers and online shoppers are also at risk, especially during disruptions when they urgently need assistance and may not double-check contact information.
Understanding the risk level
The risk is high, as victims can lose hundreds or even thousands of dollars to fake payments, gift cards, wire or crypto transfers, and identity theft. Device compromise and continued harassment are also common after initial contact. Recovery may be difficult without quick action.
Most Common Customer Service Scams
How it works: Victims receive an email or invoice claiming their subscription to services such as Geek Squad, antivirus, or PayPal will renew for a high amount. They are instructed to call a number to cancel. The phone connects to imposters who pressure victims for remote access, banking details, or payment via gift cards. Some imposters stage 'accidental over-refunds' to convince the victim to send money back.
Common Variation
Your Subscription with GEEK SQUAD will renew today… $359.99… contact our customer care. Red Flag Signs:
- • Urgent 24-hour deadline to act
- • Phone number included only inside the message
- • Requests for remote computer access
- • Asked to pay with gift cards or during a remote session
How it works: Scammers create paid ads or bogus business profiles with fake customer service numbers. People searching for airline or bank help may unknowingly call these numbers. Victims are charged rebooking or agent fees and pressured to pay by wire, crypto, or Zelle. These imposters refuse to process payments through official brand channels.
Real Case
United traveler transferred to a fake Lufthansa number and lost $17,328 during rebooking. Red Flag Signs:
- • Phone number not found on the brand’s official website or app
- • Unusually high 'service' or 'rebooking' fees
- • Refusal to complete transactions through known, secure channels
How it works: After posting a complaint or question, victims are quickly contacted by look-alike customer support accounts through replies or direct messages. Imposters request personal details, booking information, or payment. They sometimes send phishing links pretending to resolve the issue.
Red Flag Signs:
- • Accounts with few followers or recent creation dates
- • Brand names that are misspelled or have odd usernames
- • Pressure to switch to private messaging
- • Requests for credentials or payment in DMs
How it works: Victims see alarming pop-ups that claim their device is infected and urge them to call now. Newer scams even inject fake support numbers into legitimate website pages through ads, making the site look real but displaying a scam number. The goal is to trick people into buying unnecessary 'services' or granting remote computer access.
Red Flag Signs:
- • Phone numbers shown only in pop-up boxes or banners
- • Support messages not present on the real brand site
- • Urgent appeals to allow remote access
How it works: Victims get a text about a problem with an Amazon or other online order and are told they can request a refund by clicking a link or calling a number. The link or call leads to credential theft instead of real help.
Quality inspection issue… full refund… click to request money back. Red Flag Signs:
- • Unexpected order alerts with links or callback numbers
- • Refusal to let you verify issue through your official account or app
Red Flags & Warning Signs
Top 5 Phrases Scammers Use
- 1 "Call within 24 hours"
Pushes urgency so you act before you have time to verify.
- 2 "Press 1 to speak to a specialist"
Encourages you to connect with a scammer by automating the connection.
- 3 "We accidentally refunded too much"
Tricks you into thinking you owe them money and should send it back.
- 4 "Your account is flagged for fraud, keep this confidential"
Urges secrecy to isolate you from help and prevent you from checking with the real company.
- 5 "Verify your identity with your one-time code"
Attempts to steal security codes to access your real account.
Scam Warning Signs
- Message-only phone numbers and linksLegit support numbers are always available on the official site or inside your account.
- Requests for remote computer accessLegitimate brands rarely ask for this and only after confirming your identity.
- Asking for payment by gift card, crypto, wire, or ZelleReal companies never request nonrefundable payment through these channels.
- Brand support DMs from new or suspicious accountsOfficial support accounts have verification, history, and direct links from the company website.
- High 'agent' or 'service' feesReal brands disclose fees on their sites and do not surprise you with large charges over the phone.
- Caller ID that looks official but instructions contradict stated support policiesSpoofing is easy for scammers. Rely on official posted info, not caller ID.
Legitimate Communications
- Contact options listed in your account or mobile appBrands provide trusted support links and numbers that match your account.
- No request for password, 2FA codes, or remote accessYou should never have to share your password or codes for genuine support.
- No urgent pay-now pressureReliable companies give you time to review fees and payment options.
- Refunds and disputes handled through established processesLegitimate brands process all payments and refunds transparently through their official channels.
- Airlines and major brands direct you to chat or secure app supportMost respected brands offer chat or app messaging as their primary support channel.
How to Protect Yourself
Following these practical steps can help you and your loved ones avoid customer service scams, especially when seeking help online or by phone.
- 1. Verify Contact Information Inside the Brand’s App or Account
Find support numbers or chat options only inside your official account or mobile app. Avoid numbers or links found in emails, PDFs, pop-ups, ads, or search results.
Create your own list of 'trusted support' contacts using only information found inside brand apps or official statements.
- 2. Do Not Call Numbers from Renewal Emails or PDFs
If you receive a 'renewal' or invoice message, log in directly to your account or app to confirm billing before calling any number. Never use contact details from messages you did not expect.
- 3. Direct-Navigate to Support Online
Type the brand’s website address directly into your browser, then navigate to their Support or Contact page. Watch out for 'Sponsored' results and business listings in search engines that can be faked.
- 4. Never Allow Remote Access Unless You Initiated Support
Only allow remote desktop help if you started the support session from a source you found independently, not through a message or pop-up.
- 5. Use Credit Cards for Purchases and Enable Alerts
Credit cards provide strong consumer protections. Set up alerts for new transactions and keep records. Write to dispute unauthorized charges within 60 days for maximum protection.
- 6. Report and Block Scam Contacts
Forward scam texts to 7726 and report imposters at ReportFraud.ftc.gov. For USPS-related texts, email message details and screenshots to spam@uspis.gov.
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What to Do If You're a Victim
If you think you’ve interacted with a fake support agent or provided information, take these steps immediately to limit the damage.
- 1. Cut Off Contact Immediately (Do immediately)
Stop communication with the scammer. If you gave remote access, disconnect from the internet and uninstall any remote programs.
- 2. Scan Your Device for Threats (Do immediately)
Run a reputable antivirus or security scan if you gave a scammer access to your device.
- 3. Notify Your Bank or Card Issuer (Do immediately)
Contact your bank or card issuer right away to report fraud, stop any transfers, and block future charges.
- 4. Dispute Unauthorized Credit Card Charges (Within 24 hours)
Write to your card issuer to start a dispute under the Fair Credit Billing Act. You must do this within 60 days of the statement showing the error.
- 5. Change Passwords and Enable Two-Factor Authentication (Within 24 hours)
If you gave out login information or codes, change your passwords and enable two-factor authentication everywhere you can.
- 6. Monitor Accounts and Credit Reports
Keep an eye on your statements and credit reports for suspicious activity. Consider placing a fraud alert or credit freeze.
- 7. Report the Scam to Authorities
Report scams to ReportFraud.ftc.gov and IC3.gov. For USPS text scams, email the message and a screenshot to spam@uspis.gov.
For identity recovery tools and ongoing protection, visit IdentityTheft.gov for step-by-step help.
Frequently Asked Questions
Always look inside the brand’s official mobile app or log in to your account for verified contact information. Avoid numbers you find in emails, PDFs, pop-up warnings, ads, or social media replies.
Be very cautious. Search findings and map listings can be manipulated. Double-check any number in your account or on the official website before calling.
Disconnect from the internet, uninstall remote tools, scan your device for malware, change passwords, and notify your bank. Report the incident to the FTC and IC3.gov.
No, caller ID can be faked by scammers. Always verify support contacts using official brand channels.
Use the airline’s app, speak to gate agents, or use the phone number listed in your account. Avoid responding to DMs from look-alike accounts on social media.
Yes. In late 2024, the FTC updated telemarketing rules to cover inbound tech support scam calls, which helps increase enforcement.
Forward the text message to 7726 and then email its content and a screenshot to spam@uspis.gov.
You can dispute unauthorized charges in writing within 60 days of your billing statement under the Fair Credit Billing Act. Keep copies of all correspondence.
Not always. Confirm any support communication by checking the brand’s website or app and avoid using support links sent through DMs.
Best Buy/Geek Squad, Amazon, and PayPal are among the most commonly impersonated per the latest FTC data.
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