Fake Customer Care / Refund Scams

What is it?

When your flight is canceled or you have a problem with your Amazon account, you likely open Google and search “Delta Airlines Customer Service Number.” Scammers buy the top advertising slots on Google so that their fake phone number appears above the actual official website. When you call, they pretend to be a customer service agent and steal your credit card details to “process a refund.”

How it works (The Teardown)

1. The Google Search: You search “Amazon Customer Support Number” on Google.
2. The Fake Ad: You click the very first result, which says “Call Amazon Support - 1-800-XXX-XXXX.” You don’t notice that it has a tiny “Ad” label next to it.
3. The Call: You call the number. A professional-sounding person answers, “Thank you for calling Amazon Customer Care, how can I help you today?”
4. The Trap: You explain that a package didn’t arrive. The scammer says, “I am so sorry about that. I can process a full refund to your account right now. I just need to verify your identity. Please read me the 16-digit number on the credit card you used for the purchase.”
5. The Theft: Once they have your credit card number, expiration date, and CVV code, they hang up and immediately drain your account.

How to identify this scam

• They ask for full card numbers: Real customer service agents do not need your full credit card number, CVV code, or password to look up your account or process a refund. They can see your account automatically.
• They want you to download an app: If the “agent” asks you to download an app like AnyDesk or TeamViewer to “help fix your computer,” hang up immediately. Real retailers will never remote into your computer.

How to avoid it

• Never use Google to find phone numbers: Never trust the large, bold phone numbers that appear at the very top of Google Search results.
• Use the official app or physical card: If you need to call your bank, look at the back of your physical credit card and call the number printed there. If you need to call Amazon, open the official Amazon app on your phone, go to your profile, and click “Contact Us.”

What to do if you are affected

1. Cancel the card: If you gave the scammer your credit card number over the phone, call the real number on the back of your card immediately and report it stolen.
2. Scan for malware: If you allowed the fake agent to remote into your computer using software like AnyDesk, disconnect your computer from the internet and have it professionally scanned for hidden spyware.