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Note to Presenters

Note to Presenters. This presentation is intended to be delivered to audiences that would benefit from business or consumer education about technical-support fraud schemes, one of the most prolific types of consumer fraud that often targets senior citizens.

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Note to Presenters

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Presentation Transcript

  1. Note to Presenters This presentation is intended to be delivered to audiences that would benefit from business or consumer education about technical-support fraud schemes, one of the most prolific types of consumer fraud that often targets senior citizens. Please review the slides carefully before presenting as some of them are meant more for industry audiences rather than consumer audiences. Please feel free to adjust or brand the presentation as you see fit. If you have questions or comments regarding this presentation, please contact Rich Goldberg, Senior Counsel for Complex Litigation, U.S. Department of Justice, Consumer Protection Branch, at Richard.Goldberg@usdoj.gov. Please delete this slide before presenting.

  2. A PRIMER TECHNICALSUPPORT SCHEMES Using Law Enforcement Intelligence to Combat an Urgent Threat to Consumers, especially Senior Citizens

  3. TECHNICAL-SUPPORT SCHEMES This presentation will cover: Definition of technical-support schemes Description of how such schemes work Ways to prevent losses

  4. What is a TECHNICAL-SUPPORT SCHEME ? • Technical-Support Schemes fraudulently induce consumers to purchase phony or otherwise misrepresented technical-support services related to a computer or other electronic device.

  5. What is a TECHNICAL-SUPPORT SCHEME ? Most Common Misrepresenations: Identity of the fraudster (impersonating Microsoft, Apple, Dell, or technical-support for cable/satellite TV, online banking, and/or GPS software), The existence of an urgent electronic threat (virus, malware, hacking), The technical services purportedly provided.

  6. Enormity of TECHNICAL-SUPPORT FRAUD FTC CONSUMER SENTINEL DATABASE COMPLAINTS OVER 142,000 COMPLAINTS One (1) Calendar Year (2018)

  7. Enormity of TECHNICAL-SUPPORT FRAUD Consumers over age 70 filed more reports about tech-support scams in 2018 than any other age group Number of Tech-Support Scam Complaints (by age)

  8. Enormity of TECHNICAL-SUPPORT FRAUD Reported Tech-Support Fraud Losses in 2018 Individual dollar losses reported Number of Sentinel complaints

  9. TECHNICAL-SUPPORT SCHEME Explained Popup Cold Call Search Engine Query Phishing Emails

  10. TECHNICAL-SUPPORT SCHEME Explained

  11. TECHNICAL-SUPPORT SCHEME Explained Popup Cold Call Foreign Call Center Search Engine Query Phishing Emails

  12. TECHNICAL-SUPPORT SCHEME Explained

  13. TECHNICAL-SUPPORT SCHEME Explained Popup Cold Call Foreign Call Center RemoteAccess Search Engine Query Phishing Emails

  14. TECHNICAL-SUPPORT SCHEME Explained

  15. TECHNICAL-SUPPORT SCHEME Explained Popup Cold Call Foreign Call Center RemoteAccess Stolen PII Search Engine Query Phishing Emails

  16. TECHNICAL-SUPPORT SCHEME Explained

  17. TECHNICAL-SUPPORT SCHEME Explained Popup Cold Call Payment via credit card, debit card, check, prepaid card, wire transfer Foreign Call Center Stolen PII RemoteAccess Search Engine Query Phishing Emails

  18. How do fraudsters receive ? victim money • Foreign call centers often use a “Payment Gateway” • (An individual in the U.S. who receives victim funds) • Knowing co-conspirator • Unwitting friend, relative, associate of a call center operator • Victim-turned-money mule

  19. How do fraudsters receive ? victim money • “Payment Gateway” • An individual in the U.S. who receives victim funds • Often incorporates a business. • Opens bank and/or credit card account to receive victim funds. • Sends money directly or indirectly to foreign call center.

  20. TECHNICAL-SUPPORT REFUND SCAM offers a refund • A caller offers a refund to a person who has paid for tech-support. • The caller requests victim bank account information“to process the refund.” requests victim bank account information • 3. The caller claims that he mistakenly refunded too much money. mistakenly refunded too much • 4. The victim is told to transmit the excessive refund back to the company. transmit the excessive refund In reality, there was no excess refund payment.

  21. TECHNICAL-SUPPORT REFUND SCAM Payments may be processed through a US entity. More often: Payments made through prepaid cards and losses are very high.

  22. What Can You Do? Industry Industry • Make sure a tech-support scheme doesn’t use you to commit fraud.

  23. What Can You Do? Industry • Tech-support schemes gain anonymity through: • Telephone and VOIP providers, • Remote access companies, • Banks, • Credit card companies, • Money transmitters, • Search engines, • Stored value card companies, • Web hosting companies. • Each of these companies can play a part in the solution by staying vigilant and acting quickly to cut off fraudulently induced transactions.

  24. What Can You Do? Industry • Example: Payment Gateways • Example: Payment Gateways • Ask questions if: Individual opens a business account to conduct tech-support Despite no background or experience in tech-support.

  25. What Can You Do? Prevention Messages for Consumers Prevention Messages for Consumers • Be very wary of: • ….warnings about viruses made in unsolicited email, phone calls, or internet popups. • ….customer support numbers obtained via search engine. • …providing remote access to computer or bank account. • …anyone who pressures you to act quickly. • …those who demand payment by prepaid card.

  26. What Can You Do? Prevention Messages for Consumers Prevention Messages for Consumers Install ad-blocking software that eliminates or reduces pop-ups and malvertising (online advertising to spread malware). Ensure all computer anti-virus, security, and malware protection is up-to-date. Some victims report their anti-virus software provided warnings prior to attempt.

  27. What Can You Do? Victim Assistance Victim Assistance If you receive a “virus” popup or lockscreen, shut down immediately. If a criminal gains access, protect against ID theft. If ID theft is suspected, report it at www.IdentityTheft.gov.

  28. What Can You Do? Victim Assistance Victim Assistance Notify banks, remote access companies, and other companies used to commit tech-support fraud. If a scammer used your credit card, ask your card company for a chargeback. If MoneyGram was used, consider whether to apply for remission at: moneygramremission.com. Report fraud to FTC.gov/complaint and IC3.gov

  29. A PRIMER TECHNICALSUPPORT SCHEMES Using a comprehensive approach of consumer and business education, combined with foreign and domestic law enforcement action, we can put a substantial dent in the scourge of technical-support fraud affecting consumers.

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