Fake customer service accounts are targeting social media users

The Better Business Bureau (BBB) is asking consumers to use extra caution when publicly posting on social media to resolve an issue with a business. The Wisconsin BBB warns that fraudsters are creating fake customer support accounts, including for BBB, to target users seeking business resolutions.

The BBB explains how the scam works

Someone logs into to their social media account to post about an issue with a business’s product or service, hoping for a quick resolution. They tag the business and await a response. In a few minutes, a reply to the post will be made from an account that appears to be from the business’ customer support team.

There may even be multiple responses from several different customer support accounts claiming to help resolve the issues if the consumer direct messages (DM) them with all the details. They will ask for the consumers personal information like a phone number.

The BBB says the customer support account is fake. If a consumer messages one of these accounts, instead of resolving the issue with the business, they may be handing over their personal or financial information to a scammer.

How to avoid customer support impostor scams

• Look at the customer support account’s profile. Most impostor accounts were recently created to attempt to fool consumers. Check to see how long the account has been active and how many friends or followers it has. Real customer support accounts typically have a long history and have many followers. Remember, verification is now a paid service, so thoroughly inspect the account before you act. Telltale signs of a fake account include spelling or grammar errors, stock image profile pictures, and social media handles that look illegitimate.

• Use caution if you receive multiple responses. If you reach out to a business publicly on social media and receive several responses from multiple “customer service” accounts, take that as a major red flag. Do your due diligence and check whether the business’ real customer service account responded. If the accounts look fake, ignore them.

• Don’t fall for fake account recovery services. If the issue you’re looking to resolve with a business involves recovering a login or account, watch out for fake account recovery services responding to your post. You should never have to pay to recover your accounts.

• Never provide personal or financial information to a stranger. If an account you’re messaging starts asking for your personal or financial information that has nothing to do with the issue at hand, stop communication with them.

• Don’t click any links that are sent to you. If the “customer support agent” sends you a link to a website to resolve your issue, think twice before clicking. Scammers are easily able to make fake websites and URLs that look legitimate but are actually created to steal your information or install malware on your device. Refrain from downloading attachments, too.

• When in doubt, stop communication and contact customer service on your own. If you’re questioning who you’re messaging on social media, your best bet is to go to the business’s real website and find their customer support contact information there. Even if social media is your preferred method of communication, calling the business may be the safer route.

For more information or further inquiries, contact the Wisconsin BBB at  414-847-6000 or 1-800-273-1002.