Security Alert: Beware of Fake Customer Service Agents

By Steve Brubaker, InfoCision Chief of Staff

If there is one thing we cannot stress enough, it’s the importance of staying informed about the ever-changing threat landscape. Businesses and consumers today are under constant attack from a variety of new and dangerous challenges, ranging from cybercrime to telephone fraud.  If you’re not informed about the latest threats, you could wind up getting blindsided.

One new threat that you need to be aware of, for instance, is a scam where fraudsters are pretending to be support technicians in attempt to steal sensitive customer data. In some cases, fraudsters are taking to social media sites and joining conversations about products and services while offering links to fake websites and fake telephone numbers.

Motherboard recently published an article explaining how this is happening on Twitter. The author claimed she was following a conversation about Apple’s password management system, iCloud Keychain, but when she clicked on an associated hashtag it brought her to several  dozen accounts that could be confused for Apple tech support.

What’s interesting is that the fraudsters were not just pretending to be from Apple, but from a variety of companies. They were offering support for services like YouTube and Adobe Flash Player as well.

This is a frightening development, as it shows how scammers are getting increasingly sophisticated in their efforts to steal consumer information. Even worse, some of the accounts that were revealed on Twitter dated back to February of this year. So this has been happening for a few months now.

Understand that this could be happening to your organization. There could be fake agents out there, pretending to be your own contact center representatives and trying to steal your customers’ data.

Unfortunately, there is little that you can do to shut these services down. As with most cyberthreats, it’s essentially pointless to go after the fraudsters themselves. Many, after all, operate from overseas and therefore are impossible to catch or punish.

What you can do, though, is to inform your customers to be on the lookout for scams. Consider posting a notification on your website or blog, or sending letters informing your customers about this threat. Customers will appreciate the notification, and you may prevent some from accidentally clicking on a harmful link or calling a phony number.

 

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