Tech support scams have affected three out of five consumers in the last 12 months. This is according to research Microsoft commissioned to help raise awareness and educate consumer audiences on how to protect themselves from this type of scam.
In these scams, fraudsters trick consumers into handing over control of their computers and personal information by pretending to be from reputable technology companies and peddling bogus security software and services. This not only allows scammers to steal personal information, but also to install malicious software that they can use to con people out of large amounts of money. Significantly, the survey found that one in five consumers are tricked into continued engagement with scammers.
The impact of tech support scams in the Middle East and Africa
Microsoft receives 11,000 complaints per month from people who have fallen victim of a tech support scam, and the Middle East and Africa (MEA) is by no means immune.
In the Middle East, fraudulent tech support companies are well-known for taking advantage of users by reeling them in with scare tactics and charging for bogus services. Earlier this year, both Etisalat and du in the United Arab Emirates warned customers to be wary of scam callers pretending to be employees.
In Africa, tech-savvy thieves are devising newer and more inventive ways to trick people into paying for fraudulent services and/or divulging personal information. This year, the security firm Crowdstrike published detailed findings on Nigerian confraternities – cultish gangs that engage in various criminal activities and have steadily evolved email fraud into a reliable cash cow. The groups, like the notorious Black Axe syndicate, have mastered the creation of compelling and credible-looking fraud emails.
Reducing vulnerability to scams by raising awareness
It’s because of the prevalence of these scams that Microsoft’s Digital Crimes Unit (DCU) commissioned the survey, hoping to raise awareness and educate consumers about how to protect themselves. The DCU works on fighting global malware, reducing digital risk and protecting vulnerable populations, in line with Microsoft’s view that every person and organisation has the right to be secure and work with technology companies they can trust.
Here are the most significant findings from the survey:
Scammers are evolving their tactics and moving online
Traditionally, scammers made unsolicited phone calls to potential victims, but today they are increasingly moving online, using fraudulent and misleading emails, websites and pop-up windows to socially engineer people and scare them into engaging. These new tactics allow scammers to fool everyone, even the most digitally savvy internet users like millennials and Gen Zers, who are falling prey to scams more often than older age groups. This is linked to the fact that responding positively to calls to download software or visit a specific website are the most prevalent requests in a tech support scam.
Fraudsters are often part of a large network that’s operating and victimising people across the world
The global network behind these fraudsters involves several different players, such as:
- Marketing specialists who trade and sell consumer information and generate leads;
- Payment processors who hide the money trail from investigators;
- Small and large call centre operations across the world that are trained to convince consumers they have a non-existent technical problem; and
- Software developers who create fake tools that are installed on consumers’ computers to falsely claim the existence of a problem or falsely “clean” a non-existent problem.
Anyone going online can be a target for a scam
Senior citizens are not the only ones who are being targeted in tech support scams. People between the ages of 18 and 37 are more vulnerable – often because of riskier online behavior, including visiting torrent sites, as well as greater familiarity with tech companies and therefore overconfident. Telephone tech support scams were the one area experienced more by older consumers than by younger internet users.
Increasing awareness and improved security measures
In its commitment to providing a safe digital experience for all consumers, Microsoft is tapping into the need for education and improved security measures in its technology.
Windows includes security features and updates with free real-time protection, while the SmartScreen filter built into the Microsoft Edge internet browser helps protect against malicious pop-ups. In addition, Microsoft’s artificial intelligence (AI) solutions are helping to fight the real-world problem of tech support scams, whose operators are increasingly using the web to automate fraud with pop-up ads that lock browsers to a bogus, but seemingly legitimate, security warning.
Microsoft is also constantly updating guidance and resources on how to identify, avoid and report scams. Customers are able to directly report their experiences with tech support scams, enabling the use of smart data analytics tools to sort and group the report information. This allows the construction of a comprehensive, map-like view of fraud, pushing referrals to law enforcement and helping get fraudsters shut down.
The future of tech support scams
It’s positive to note that despite the continued prevalence of tech support scams, the percentage of consumers who have been exposed to these scams has decreased slightly and people are losing less money. This is likely linked to a heightened skepticism and distrust about potential tech support scams, with 75 percent of consumers believing it is highly unlikely that a reputable company would initiate unsolicited contact and more than 80 percent distrusting that type of communication.
Both education and technology can play a role in ensuring this positive trend continues. However, the best way for consumers to protect themselves from tech support scams is to be vigilant and keep their wits about them. This, combined with efforts by tech companies to combat these scams, has the potential to discourage future scammers from trying their luck.
