How tech support scams work
Since tech support scams began emerging about 15 years ago, the criminals’ techniques have evolved. Today’s scammers, for example, might gain access to your computer (perhaps through malware) and make it difficult for computer users to simply close a window to get rid of a fake virus warning pop-up, by switching the browser to full screen mode and hiding the exit button. “This way, people are easily convinced they really have a problem with their computer and therefore don’t see any other option than calling the hotline that is promoted on the pop-up window,” Salat explains.
Then they contact you offering help — for a hefty fee — in removing viruses that weren’t on your machine in the first place.
The criminals might also request remote access to your computer, allowing them to inflict all kinds of damage, including stealing your personal information and bank account login credentials.
Besides pop-ups, some tech support scammers utilize text messages, emails or robocalls to reach vast numbers of people. They might say they’re from a big company, such as Norton, Apple or Microsoft. Some tell their targets that their security software has expired, or even claim that child pornography has been implanted on their computer. Pay up and the problem will be solved.
There have also been instances where the supposed tech expert calls someone to say that criminals have gained access to their bank accounts, and that it’s necessary for their safety to move the money (as in Helen’s case). A New Jersey resident who recently filed a report with the Better Business Bureau’s Scam Tracker database, for example, said that a scammer impersonating a Microsoft technician convinced him to withdraw $6,000 from his savings account and redeposit it into a cryptocurrency account at an ATM.
And while tech support scammers once primarily targeted desktop and laptop computer users, these days they’re also going after your other devices as well. “A lot of people forget that the device you call a phone is actually a computer,” explains Amy Nofziger, director of victim support for the AARP Fraud Watch Network.
Unfortunately, once tech support impersonators get inside your computer, it’s tough to get them out. “Often, the scammers will then install a second remote software in the background in order to keep the connection up and running even after the phone call,” Salat says. That way, even after someone thinks that the problem has been fixed, the criminals can quietly look for ways to steal money and data.
If your computer has been invaded by scammers, you may want to hire a professional to find and remove any programs they’ve installed, as Helen’s son did. Baker recommends taking your computer to a brick-and-mortar repair shop, run by someone you trust.
