Don't Let Tech Support Scammers Pull the Plug on You

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The growing dependence on technology has regrettably opened avenues for online fraud, and tech support scams stand out as a notably damaging illustration. In these deceptive schemes, criminals manipulate victims to pilfer their funds and private information, often resulting in substantial financial harm.

Recent statistics highlight the alarming scale of tech support scams. According to the FBI's Internet Crime Complaint Center (IC3), tech support scams resulted in approximately $1.46 billion in losses in 2024. Online scams overall raked in $16.6 billion in 2024, a 33% increase from the previous year. Notably, individuals over 60 were the most targeted age group, suffering the most significant financial losses. These aren't just numbers; they represent real people losing their hard-earned money and peace of mind.

These scams are becoming more and more sophisticated, so it's crucial for everyone, especially seniors and business owners, to be aware and cautious to avoid becoming victims of these harmful schemes. To protect ourselves, we need to know how these scams work, how to avoid them, and what to do if we think we are being targeted.

What is a Tech Support Scam?

A tech support scam is a type of fraud where criminals impersonate legitimate technical support representatives to trick individuals into paying for unnecessary services, revealing personal information, or granting remote access to their computers. These scammers often claim to have detected a problem with your computer, such as a virus or other critical issue, and offer to fix it for a fee.

The contact can come through various channels:

• Unsolicited phone calls: 

Scammers may call you directly, often using spoofed caller ID to appear as a legitimate company.

• Pop-up messages: 

While browsing the internet, fake error messages or security warnings may appear, urging you to call a displayed phone number for immediate help. These pop-ups can sometimes lock your browser or appear difficult to close.

• Emails or text messages: 

You might receive unsolicited emails or texts claiming there's an issue with your device or software and providing contact information for "support."

• Online ads: 

Scammers can use malicious online ads that direct you to fake websites designed to look like legitimate tech support sites.

Once contact is made, the scammer will employ social engineering tactics to convince you there's a problem and that they are the trusted entity to resolve it.

Why Do So Many People Fall for Tech Support Scams?

Several factors contribute to the success of tech support scams:

• Fear and Urgency

Scammers create a sense of panic by claiming your computer is infected or at risk, pressuring you to act quickly without thinking critically. The technical jargon they use can also be intimidating and confusing for non-experts.

• Trust in Authority

Impersonating well-known companies like Microsoft or Apple lends an air of legitimacy to their claims, making people more likely to trust them.

• Lack of Technical Knowledge

Many individuals may not have a deep understanding of how computers work or how legitimate tech support operates, making it difficult to discern a real issue from a fabricated one.

• Remote Access

Scammers often push victims to grant remote access to their computers. Once they have access, they can manipulate what you see on your screen, further convincing you of a problem and potentially installing malware or stealing information.

• Sophistication of Scams

Scammers are constantly evolving their tactics, making their fake warnings and websites appear increasingly convincing.

How to Prevent Oneself from Being a Victim of Tech Support Scam?

Protecting yourself from tech support scams starts with a healthy dose of skepticism, especially regarding unsolicited contact. Be extremely wary of unexpected phone calls, pop-up messages, or emails claiming there are problems with your computer or software, as legitimate tech companies typically do not initiate contact this way. Never trust pop-up warnings that urge you to call a number or click links; these are common scam tactics. Instead of relying on contact information provided in suspicious communications, independently verify the legitimate contact details for the company through their official website or reliable sources if you suspect a real issue. Crucially, never grant remote access to your computer to someone who contacts you unexpectedly, and be highly suspicious of requests for payment using unusual methods like gift cards or cryptocurrency.

Beyond being cautious of unsolicited contact, maintaining good cyber hygiene is essential. Keep your operating system, web browser, and security software updated to protect against vulnerabilities that scammers could exploit. Use strong, unique passwords for your online accounts and consider using a password manager to help manage them. Installing and regularly running reputable antivirus and anti-malware software can also help detect and remove malicious programs. Finally, empower yourself and others by learning about common scam tactics and sharing this knowledge with friends and family, particularly older individuals who are frequently targeted by these schemes.

If You Fall for One, What to Do?

If you realize you've fallen victim to a tech support scam, taking immediate action is crucial to minimize the damage:

• Disconnect from the Internet

Immediately disconnect your computer from the internet to prevent the scammer from further accessing your device or stealing more data. Unplug the Ethernet cable or disconnect from Wi-Fi.

• Power Down Your Computer

Turning off your computer can stop any malicious programs the scammer may have installed from running.

• Do Not Call the Scammer Back

Do not re-engage with the scammers.

• Uninstall Any Software the Scammer Told You to Install

Remove any programs or applications that the scammer instructed you to download or install.

• Run a Full System Scan

Use your legitimate and updated antivirus or anti-malware software to perform a thorough scan of your computer to detect and remove any threats.

• Change Your Passwords

If you provided any passwords to the scammer or if they had remote access to your computer, change your passwords for all online accounts, especially banking, email, and social media. Use strong, unique passwords for each account.

• Notify Your Bank or Credit Card Company

If you provided payment information or lost money, contact your bank or credit card company immediately to report the fraudulent activity. They can help you dispute charges and protect your accounts.

• Monitor Your Financial Accounts

Keep a close eye on your bank accounts and credit card statements for any unauthorized transactions.

• Report the Incident

File a complaint with the FBI's Internet Crime Complaint Center (IC3) at IC3.gov.

Report the scam to the Federal Trade Commission (FTC) at ReportFraud.ftc.gov.

Notify the legitimate company that the scammer impersonated.

• Consider Professional Help

If you are unsure about cleaning your computer or securing your information, consider seeking assistance from a trusted and reputable local computer technician.

The Evolving Landscape of Tech Support Scams: The AI Factor

Scammers are constantly adapting their methods, and the rise of Artificial Intelligence (AI) presents new challenges in the fight against tech support fraud. AI can be used to create more convincing phishing emails and messages, generating highly realistic text and even mimicking voices for phone calls. AI agents could potentially automate parts of the scam process, increasing the volume and speed of attacks. The FBI has noted that criminals are using generative AI to facilitate financial fraud. This means the red flags we've come to recognize might become more subtle, requiring even greater awareness and caution when interacting with unsolicited contact claiming to be technical support.

Conclusion

Tech support scams are a significant threat, but they are not insurmountable. By staying informed, recognizing the red flags, and taking proactive steps to secure your devices and information, you can significantly reduce your risk of becoming a victim. Remember, legitimate tech support will not initiate contact in a way that creates panic or demands immediate action and unusual payment methods. 

Stay skeptical, stay safe.

What resources are available to help you protect yourself against tech support scam?

Books

• How to Beat Scammers: The Complete Guide to Keeping Yourself Safe from Fraud : https://amzn.to/4iFsGJQ

• Call Center Scams Exposed: How to identify, Avoid, and Report Fraud Calls in America : https://amzn.to/438PAEY

• The Confidence Game: The Psycology of the Con and Why We Fall for it Every Tim :https://amzn.to/3EKMQo8

Documents

• Understanding, Measuring, and Detecting Modern Technical Support Scams by Jienan Liu, Pooja Pun, Phani Vadrevu, Roberto Perdisci

• Conning the Crypto Conman: End-to-End Analysis of Cryptocurrency-based Technical Support Scams by Bhupendra Acharya, Muhammad Saad, Antonio Emanuele Cinà, Lea Schönherr, Hoang Dai Nguyen, Adam Oest, Phani Vadrevu, Thorsten Holz

Podcasts

• Hanging Up on Tech Support Scams by Inside the FBI (Federal Bureau of Investigation)

• Data Privacy Detectives Podcast Episode 11 - Tech Support Scams by Joseph Dehner, Frost Brown Todd 

• The Business Owner’s IT Podcast Ep. 35 - Fake Tech Support Scams are Everywhere by Anthony Gerasch and Ryan Carter, Unique Computing Solutions Inc.

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This article was written by Marc Raphael with the support of:

Team CyberMaterial and Team 911Cyber

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