Tech Support Scams: Still Thriving in 2024

Tech support scams are not just surviving in 2024 – they’re thriving. And if you think you’re too smart to fall for one, think again.

The Billion-Dollar Problem

Let’s talk numbers for a second. In 2023, the FBI received over 37,000 complaints about tech support scams, with losses nearing $1 billion. That’s billion with a B. And here’s the kicker: almost half of the victims were over 60. But don’t think you’re safe just because you’re younger. These scammers are getting smarter, and they’re coming for everyone.

The Anatomy of a Tech Support Scam

Tech support scams can initiate through various channels:

1. Direct Contact: Scammers may call your landline or cellphone, often “spoofing” legitimate company numbers or local area codes.
2. Digital Communication: Fraudulent emails, text messages, calendar invites, or social media direct messages are common entry points.
3. Pop-up Ads: Perhaps the most insidious method, fake pop-up ads can appear while browsing, warning of non-existent threats.

Once contact is established, scammers employ a range of tactics:

1. Create Panic: They emphasize the grave danger the victim is in, playing on fears of identity theft and financial loss.
2. Establish Credibility: Scammers pose as certified technicians from well-known companies like Apple or Microsoft, even offering fake certification numbers.
3. Gain Access: They might request the installation of remote access software like TeamViewer, under the guise of running diagnostic tests.
4. Fabricate Problems: Using this access, they pretend to uncover severe issues on the device.
5. Financial Manipulation: In some cases, they may guide victims through financial transactions, claiming to test account security.

A Case Study

In the quiet of her home, a mother’s routine day took an unexpected turn as she browsed the internet. Suddenly, a pop-up ad flashed on her Chrome browser, its message both alarming and urgent. The warning claimed her device was compromised, hackers were in control, and she risked losing everything – her identity, passwords, and even access to her bank accounts. The solution, according to the pop-up, was simple: call the displayed number immediately.

Feeling panicked and vulnerable, she dialed the number. A friendly voice answered, echoing the grave danger she was in, but offering a lifeline. The person on the other end introduced himself as a certified Apple technician, even providing a certification number to bolster his credibility. His responses were quick and smooth, seemingly having an answer for every question and concern.

The scammer’s next move was to gain access to her computer. He instructed her to download TeamViewer from the App Store, assuring her it would only allow him to view her desktop, not control it. Unbeknownst to her, this gave the scammer full access to her device.

With this foothold established, the scammer began a series of deceptive financial maneuvers. He proposed “testing” her bank accounts to ensure their security. Money was transferred between her savings and checking accounts, creating an illusion of legitimate activity. Then, the scammer introduced Zelle, a service unfamiliar to her. He explained it as part of her bank, protected just like her other accounts, and instructed her to transfer money to an “official technician account.” To maintain the facade, he emphasized that all of this “service” was “free” from Apple.

As the scam progressed, it took an even more bizarre turn. The scammer sent her on what she later described as a “wild goose chase” to buy Target gift cards, framing it as another type of diagnostic test. This step was likely an attempt to extract more money in a less traceable form.

Five hours into this ordeal, the victim finally began to suspect something was amiss. A blaring alarm started on her laptop, one she couldn’t turn off. At this point, she reached out to her child for help, who simply instructed her to shut the laptop lid, immediately silencing the alarm.

In the aftermath, the victim reflected on why she had fallen for the scam. She trusted Apple, a well-known and respected brand. She trusted her bank, USAA. The presence of Zelle on her bank’s website lent it credibility in her eyes. The scammer had masterfully exploited these trust relationships, using them to overcome her natural skepticism.

This case study illuminates several crucial aspects of tech support scams. The scammers use fear and urgency to bypass rational thinking, exploiting trust in well-known brands and financial institutions. These scams can be long, complex, and involve multiple steps, often leaving victims unaware they’re being scammed until significant damage is done.

Protecting Yourself

Let’s talk about how you can protect yourself:

1. Ignore Unsolicited Contact: If you receive an unsolicited call, email, or text claiming there’s a problem with your computer, ignore it. Legitimate tech support staff never initiate contact about issues out of the blue.
2. Never, Ever Call That Number: If you see a pop-up with a phone number, ignore it. Legitimate tech companies don’t contact you with a scary pop-up.
3. When in Doubt, Shut It Down: Can’t close that scary pop-up? Shut down your computer. You might lose some unsaved work, but that’s better than losing your life savings.
4. Pressure is a Red Flag: If someone’s pressuring you to act quickly, that’s your cue to slow way down. Scammers use urgency to cloud your judgment.
5. Verify, Verify, Verify: Got a call from “Microsoft”? Hang up and call the official number yourself. Never trust unsolicited contact.
6. Educate Your Loved Ones: Especially those over 60. They’re prime targets, and education is the best defense.

The Bottom Line

Here’s the truth: tech support scams are a game of numbers. They target hundreds of thousands of people, knowing that if even a small percentage fall for it, they’ve hit the jackpot. Don’t be part of that percentage.

Remember, your computer is just a tool. It’s not worth risking your financial future over. If you think you’ve been scammed, report it to the FBI’s Internet Crime Complaint Center immediately. And for goodness sake, if someone asks you to buy gift cards to fix your computer, the only thing you should be fixing is your relationship with reality.

Stay vigilant, stay informed, and keep your hard-earned money where it belongs – in your pocket, not in some scammer’s offshore account.