Technical Support Scams Clear $1.5B in 2014

In 2014, internet scams were estimated with hauling in $1.5 billion in the U.S. alone. Technical support scams are a lucrative way for cyber criminals to trick unsuspecting users into forking over money and personal information. They use that information to access banking and credit card numbers and often install malware on your computer in order to do it. Malware, or malicious software, infects computers with viruses, giving scammers access to all types of sensitive information your computer stores.

Technical support phone scammers prey on fear. Casual computer owners are often told their computers are infected with malware and other viruses, leaving them vulnerable to attacks. When in fact, that’s exactly what fake computer scammers have as their goal. Claiming to be from well know software manufacturers, they try to convince you they are legitimate. They’re fast talking, using jargon many don’t understand, or don’t want to admit they know nothing about. Pressure is applied quickly, spinning fear of the unknown into a means of gaining trust.

Using the phone is a very effective tool for tech support scammers. Tech scams use public information such as phone listings, to find their prey. Scammers also use scareware tactics. Pop-up ads claiming to rid users of infections or optimizing computer speed are also fake tech support favorites. Guiding users to legitimate looking, but fake, websites is one way of gaining credit card and password information. Paying anywhere from $100 to $500 to “clean” computers of viruses is common. At that point your credit card information is given up to them, and the scammers are off to the races.

What can unsuspecting users do to guard themselves from slick tech support scammers? It’s a combination of healthy skepticism and quick thinking. It’s important for computer users to know that legitimate software companies don’t make calls telling them their computers are infected, or need optimizing for speed. In fact, they wouldn't even know unless you told them. Legitimate companies also don’t use fear and urgency as their primary motivation. No one should ask for passwords or credit card numbers over the phone or online to provide support. Private information should remain just that, private.

Never give anyone access to your computer via remote connection in order to provide tech support. Even if they do make changes that don't immediately cause issues, they could leave your computer open to an exploit later. And if they try to convince you to buy a "warranty" or extended support plan, don't do it. It's really just another way to get your payment card details.

The government needs help from consumers to take action against tech support scammers. The Federal Trade Commission (FTC) created the National Do Not Call Registry. Putting your phone number on this registry helps to prevent internet scammers from accessing your number. It may take up to 31 days to take effect, but its well worth your time in the long run.

If you do really need technical support, go directly to a company’s website for telephone contact information. If you have been the victim of a scam or even if you have just identified one, filing a complaint directly with the FTC provides another way for the government to crack down on cyber crooks.

If you’re just recently aware that you gave your credit card, password and other information to shady scammers, there are other things you can do.

• Obtain legitimate security software and scan for problem issues. Delete anything brought to your attention after the scan.

• If you’re afraid you’ve given out passwords to accounts, change your passwords immediately. Make sure you use strong passwords that include a combination of upper and lower case letters, numbers, and special characters. It should also not be a dictionary word or include personal details such as your birthdate.

• Call credit card companies and let them know your card information was given out. Check card statements and immediately report and fraudulent charges.

• Let your experience be known, using the FTC as the way of keeping yourself and others protected from future tech support scams. A complaint form can be found at the FTC website.

If you get a follow up call after you have paid for tech support saying you are owed a refund or asking if you're happy with the service, you can tell them no. If so, they will offer a refund. They may also claim the company is going out of business and you are owed a "warranty" refund. Eventually, they will ask for your payment card details to "verify" or perhaps ask for a money transfer such as Western Union.  It is really just another trick to get more money out of you, so don't fall for that.