Have you ever found yourself using your computer when it suddenly froze and a full-screen warning popped up claiming there's an issue you must resolve? It may have even included a sound alert, making the experience even more daunting as a voice claimed that all of your personal data, including credit card information, email passwords, and social media logins have been compromised. If so, you aren't alone.
Tech support scammers depend on their ability to convince people that their computers have a virus, malware, or have "crashed" when in fact there is nothing wrong with the devices. They are after your money, but could be after your personal files as well.
Unfortunately, for most of us it isn't a question of if we will become targets of these thieves, but when. This fraud has become so common that anyone with an internet connected device is at risk of having this experience. In fact, in a global survey that Microsoft conducted approximately 5 years ago, they found that two out of three people had experienced a tech support scam in the previous 12 months, and the issue has continued to grow since that time.
Here's how the scam works:
You're working on your computer and a huge message pops up warning you that you have a virus. You look but can't find a way to close the warning on your computer. A phone number is provided for you to get help – most likely claiming to be for a well-known tech company such as Microsoft, HP, Dell, or Apple.
Once you call, you are connected to a "sales technician" who offers to take remote access of your computer, scan the device for issues, and take any necessary measures to protect it from future problems by adding anti-virus software. The price tag is often around $500-$600, but the cost can be even higher. Recently a consumer reported to BBB that she lost more than $2,500 to a tech support scammer after they convinced her to continuously load $500 payments onto gift cards and provide them with the card account information.
Once payment is made and you grant remote access to your computer, the representative begins running through what they describe as a series of diagnostics and "fixes" to the machine. Consumers have described sitting in front of their screens – sometimes for more than an hour – watching as a remote operator controls their computers.
Although there are tens of thousands of complaints that have been reported about tech support scams, this scam may be seriously under reported because many victims do not even know that they have been defrauded. Some may never know they were duped, while others learn later that there was nothing wrong with their computers to begin with.
The scam isn't just about stealing your money for the claimed fixes. Tech support scammers also may capture your account information to use later to gain online access to your bank accounts. Worse yet, you could become a victim of identity theft as some scammers may actually install spyware on your computer while they have the remote access.
Tips to avoid this scam:
* Stay calm and turn off your computer. If you receive one of the pop-up warnings, immediately unplug or shut off your computer. Don't call the number on the screen.
* Never give control of your computer to a third party unless you know it is the representative of a reputable computer support team you initiated contact with.
* Be aware that legitimate tech support companies won't call you unsolicited. Reputable tech companies won't have a valid way to know if there is an issue with your computer. They won't call and claim they've detected an issue and they won't issue pop-up warnings. Scammers can spoof official looking phone numbers, so don't trust information on your Caller ID.
* Be wary of sponsored links. When doing your own search online for tech support, look out for sponsored ads at the top of the results list. Many of these links lead to businesses that scam consumers.
* Avoid clicking on links in unfamiliar emails. Scammers also use email to reach victims. These messages point consumers to scam websites that launch pop-ups with the fake warnings and phone numbers.
If you are a victim of a tech support scam:
* Contact your bank immediately.
* Take the laptop, tablet, or computer that was infected to a trusted local business and have it checked out.
* Remove any software that authorized remote access to the device.
* Change all of the passwords used to access bank accounts, social media and other websites that contain personal information.
* File a report with BBB's Scam Tracker at bbb.org/scamtracker and with law enforcement authorities, such as the FTC.
Michele Mason is president of the Better Business Bureau in Chattanooga