Yellowstone Computing
(715)-669-6136
  • Home
  • Services
  • Support
  • Contact
  • Blog
  • About
  • Reviews
  • Repairs

Scams By Referral

4/13/2017

 
Over the past few months I have noticed a disturbing trend. Customers are coming to me after falling victim to a tech support scam. Such scams are unfortunately commonplace these days. What has me alarmed this time is the unexpected vector by which these attacks are being perpetrated. These victims were not fooled by a fake popup message on Facebook claiming their computer was infected, nor did they answer a phone call from a random person claiming to be with Microsoft Support. No, these poor people have been referred to these scammers by real, legitimate, support representatives. Before I go further, please note that this article is not a witch hunt, nor is it meant to discredit any person or company. The purpose of this article is to make people aware of a serious threat to their privacy and livelihood. The story below is true and has happened to numerous people, only the names have been generalized.

The Story
Bob was enjoying his morning coffee while catching up on his email. Suddenly, Bob realized he hadn’t gotten any new messages for two days. He clicked the send/receive button several times but still didn’t get any new messages. Bob’s email address was provided by his ISP (Internet Service Provider) so he grabbed his latest bill and gave them a call. After talking with the support agent for several minutes they were unable to find a problem. The agent found Bob’s connection was working fine and that his email address was working correctly at the company, so the issue must be with Bob’s computer. The agent asked Bob what program he was using to access his email. Bob was using Windows Live Mail, so the agent says he will give Bob the number for Microsoft Support. Bob is frustrated that the support agent couldn’t fix his problem but at least the agent helpfully provided a number to call to fix his issue. After hanging up with his ISP support agent, Bob calls the number he was given.

A nice man answers on the first ring, “This is Jimmy with Microsoft Support, how can I help you?” Bob is a bit suspicious as “Jimmy” clearly has a foreign accent, he also has trouble hearing Jimmy because of all the voices in the background. But because his ISP agent gave him this number and since so many companies use overseas call centers, Bob puts his suspicions to rest and explains his problem to Jimmy. The first thing Jimmy does is use a remote support tool to connect to Bob’s computer. Jimmy then proceeds to show Bob all kinds of technical readouts and explains to Bob the reason his email isn’t working is because of all these errors and viruses his computer has. Bob is surprised by this because aside from his email, everything else was working fine. He also had his computer serviced at a local shop just a few months ago and was given a clean bill of health. Bob explains this to Jimmy, who then continues to dazzle Bob with all of these problems and how if Bob wants his email to work then all of these issues must be fixed. Bob really needs his email working so he tells Jimmy to get it fixed. More technical details flow across the screen, scans are run and a short time later Jimmy says everything is fine. He then tells Bob his repairs cost $399. Bob is amazed that such a simple thing could cost so much and again suspects he might be getting scammed. Jimmy calms his fears and assures Bob that in addition to everything being fixed, he also receives free technical support for a year and free antivirus as well. Bob is still dubious but agrees to pay. Rather than take his credit card details though, Jimmy says Bob will need to go purchase some Apple iTunes gift cards for payment. Bob runs down to the dollar store, buys the gift cards and calls Jimmy back to give him the card numbers.
Our friend Bob has just been scammed. The scary part? It was because he was referred to a scammer by someone he trusted.

When I first heard one of these stories, I thought perhaps the support agent had made an innocent mistake. Perhaps he felt bad that he was unable to help his customer and simply ran a web search for Microsoft Support and gave his customer the first number he found. Unfortunately, the number went to a fake support company and his customer paid the price. The sad reality however, is that in most of these cases the support agent is deliberately referring people to these scammers for money.
I spoke with some of my peers who work in IT security and asked them if they had seen a similar trend. Not only have they encountered it, some of them have even been approached by these scammers for assistance!

Here’s how this terrible incident comes about. Like any business, scammers need customers. Since they have no scruples they will use any means to get them, including lying, cheating and intimidation tactics. In addition to fake popup ads and random cold calls, scammers have taken to paying referral fees to people who send fresh victims to the scammers. Support agents working for legitimate companies make excellent sources. They are trusted by the victim (often implicitly) and they handled tens if not hundreds of calls each shift. This means they can greatly increase the scammers profitability. Scammers pay handsomely for such referrals, ranging from $20 to $50 per victim. This makes it a very tempting offer; the referring agent can make large amounts of money via referrals in addition to their regular paycheck.

How To Protect Yourself
Before calling an unknown company and giving them access to your computer, consider contacting a local support company about your issue. Not only will you be able to work with a real person in your area, but the costs will likely be far lower. You will also be supporting a local business, perhaps even your neighbor.
​
What To Do If You Are A Victim
If you’ve fallen for this sort of scam, there are several steps you should take. First, if you used a credit or debit card for payment, contact your financial institutions to report the charge. Second, contact your service provider’s regional management team and give them the details of your call to their support center. This will allow them to track down the agent responsible. Third, you can report the incident to the Federal Trade Commission’s Complaint Center at https://www.ftccomplaintassistant.gov.
If you need assistance contacting either your service provider or the FTC, please contact Yellowstone Computing and we will be happy to help!

Comments are closed.

    Yellowstone Computing

    To read about us, click here!

    Archives

    December 2021
    September 2021
    August 2021
    May 2021
    April 2021
    March 2021
    February 2021
    January 2021
    December 2020
    November 2020
    October 2020
    September 2020
    August 2020
    July 2020
    June 2020
    May 2020
    April 2020
    March 2020
    February 2020
    January 2020
    December 2019
    November 2019
    October 2019
    September 2019
    August 2019
    July 2019
    June 2019
    May 2019
    April 2019
    March 2019
    February 2019
    January 2019
    December 2018
    November 2018
    October 2018
    September 2018
    August 2018
    July 2018
    June 2018
    May 2018
    April 2018
    March 2018
    February 2018
    January 2018
    December 2017
    November 2017
    October 2017
    September 2017
    August 2017
    July 2017
    June 2017
    May 2017
    April 2017
    March 2017
    February 2017
    January 2017
    November 2016
    October 2016
    December 2015
    September 2015
    July 2015
    May 2015
    April 2015
    March 2015
    February 2015
    January 2015
    December 2014
    November 2014
    October 2014
    September 2014
    August 2014
    July 2014
    June 2014
    May 2014
    April 2014

    Categories

    All

    RSS Feed

Visit Us!

What Our Clients Are Saying

Joe is really in tune with what our business needs are... what a great guy with amazing skills... - Grassland Veterinary Service

Yellowstone Computing goes above and beyond for their customers! Joe is very knowledgeable and will go the extra mile to make sure his customers not only get what they asked for but also makes sure they are taken care of for many years to come! Between the great business services they provide and their involvement in the Thorp Chamber I'd highly recommend doing business with Yellowstone Computing! Whether you are an individual looking for computer or other technology help or a large employer who needs to either supplement your current IT support or completely outsource it Yellowstone Computing should be one of your first calls! - Justin Z.