How to Steer Clear of Customer Service Scams

Avoid these common schemes criminals use to steal cash or personal information

Ken Budd,

Updated April 30, 2025

AARP

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En español

Published November 23, 2022

/ Updated April 30, 2025

Chris Gash

Whenever we have a problem with a charge or a purchase, it’s comforting to talk to a real person on the phone to resolve the issue. Unfortunately, criminals know that, too, and are eager to take advantage of it. In customer service scams, criminals lure their targets into calling phony customer support numbers for payment apps and e-commerce retailers (often Amazon), then impersonate helpful staffers to steal money and sensitive personal data from their targets.

It's the most commonly reported type of scam in the United States, according to the Federal Trade Commission (FTC). And the problem appears to be growing: In February, Amazon reported a 33 percent increase in customer service impersonation scams on social media since December.

At the AARP Fraud Watch Network, customer service scams are “an everyday occurrence,” says Amy Nofziger, AARP's director of fraud victim support. Nofziger’s team has fielded calls from people who fell victim to scammers after Googling customer service for companies such as Geico, Spectrum and Wells Fargo (among many others), and clicking on illegitimate links. Alan R., a New York resident, contacted the Fraud Watch Network after searching for Facebook customer support when his account was hacked. A phone call led to an impostor who said he'd solve the problem for a fee.

How customer service scammers reach potential victims

Email messages: You might receive an email saying there’s been fraudulent activity on your payment app (Zelle or Venmo, for example) and warning that you need to call the customer service number in the message in the next 24 hours to avoid paying the charge. The tactic is known as phishing.

Text messages: You might also get a text that claims to be from a big retailer, saying you have a lost package or need to confirm an order.

Fake sites: Criminals create phony sites and then buy ads that force their sites to the top of routine Google or voice assistant searches. The website will have a look-alike name and design, with a phone number to call that will connect you with the scammers.

Social media. Scammers monitor complaints online and reply with fake information, pretending to be from the companies discussed.

Message board discussions. An ongoing investigation led by Michelle Couch-Friedman, founder of the advocacy organization ConsumerRescue.org, found that scam rings often hack into government websites and create message boards that can be seen only from search results. For example, a message board discussion about an airline might include articles recommending a fake call center. Those posts, and the fact that they’re hosted on seemingly legitimate forums, can boost the impostor site's search engine results.

The next step

No matter how the criminals initiate contact, a friendly voice at the other end will offer to assist you with the problem when you call the number provided. You may be asked for personal information, which criminals can use for identity theft. Or you may be told that whatever problem you have can be resolved if you wire funds or send gift cards to them. In some instances, the criminal may even tell you that for him to investigate fraudulent charges, you need to download an app to your phone or computer that allows him remote access. Next thing you know, the criminal is breaking into your bank account.

The Helpline caller Alan says, “When they started asking for money, something should have gone off in my head. But it sounded just like customer service calls I’ve had before.” The fake customer service representatives — speaking to victims from scam centers — are often reassuring and legitimate-sounding.

After ConsumerRescue’s investigation, many of the message boards were removed. But the fix was temporary. “Lots of them are taken down,” Couch-Friedman says, but “more and more pop up.”

6 warning signs for customer service scams

An unsolicited email, text message or other communication says you must contact customer service immediately to rectify a situation.
A message directs you to a website that supposedly belongs to a familiar company but has an address that looks slightly different from what you’ve seen before.
Someone contacts you claiming to be from a customer service department and asks for personal information.
The supposed customer service representative asks for payment in an unusual form. If someone wants you to pay with cryptocurrency or gift cards, or directs you to a crypto ATM, “it’s 100 percent a scam,” Nofziger says.
The supposed rep pressures you to give up sensitive personal or financial information.
They ask you to download and install an app on your device that allows someone to have remote access. No legitimate representative would ask you to do that.

How to protect yourself from this scam

Slow down. “When you’re looking up a customer service phone number, something has usually gone wrong,” says Nofziger. “And when something is wrong, you’re anxious, nervous and working quickly.” Her advice: Take a moment, catch your breath, and calmly scrutinize search results, particularly URLs.

Expect sophistication. Be aware that scam perpetrators like to use brand names you’ll tend to trust, and they may be extremely good at pretending to be that brand.

To find a company’s customer service number, go directly to the company's website. Don't click a link in a text or email to call customer service.

Be especially careful when booking a trip. Travel is a common source of customer service fraud as passengers scramble to resolve missed connections and canceled flights. To protect yourself from scams, the FTC recommends logging in to your airline account and contacting customer service through the airline’s app.

Avoid posting complaints about customer service on social media. When you gripe on sites like Quora or Reddit, you’re also signaling scammers. “They are all over those websites, acting like helpful members of the community,” Couch-Friedman warns. “They’ll say, ‘Oh, here’s the number you need.’ But it’s the number for their fake call center.”

If you think an impostor is pretending to represent a business, send the message to the company for verification. PayPal customers, for example, can forward suspicious messages to phishing@paypal.com. You should be able to find the relevant contact information on a company's official site.

Report your experience. Report scams to local law enforcement or the FBI's Internet Crime Complaint Center at IC3.gov. You can also contact AARP’s free Fraud Watch Network Helpline (877-908-3360) for information about scams and victim support.

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Ken Budd has written for National Geographic Traveler, Travel+Leisure, The Washington Post Magazine and many more. He is the author of a memoir, The Voluntourist.

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