Beware of Fake Customer Service Scams: How to Protect Yourself Online

Scammers don't just reach out directly — they also set traps by creating fake websites and listing fraudulent phone numbers online that appear to belong to legitimate companies. Venmo warns that its customer service will never ask for Venmo debit card numbers or request you download another application.

Calling the wrong number could cost you hundreds of dollars if you hook up with a bogus customer service line. A metro Detroit woman was shopping for cheaper car insurance in June, and like most people these days, she pulled out her phone and searched online via Google to find a deal. She thought she had a number for Geico. She clicked on that number and made a call.

"I called it and Geico answered," said Carrie, 56, of Troy. She asked that her last name not be used because she's concerned about more fraud and ID theft now.

Initially, she had no problem handing over her personal and banking information to an insurance company known for its charming green gecko.

The fake gecko got some green

She provided her driver's license number, VIN number for her vehicle and her Social Security number. She was instructed to call an 877 number, and a text was sent to her from a 615 area code. The text had a link to a "Geico" form, but it was actually a Google Docs form to gather her information.

Weeks later, Carrie told me some signs that could have been red flags but weren't at the time.

The fake Geico representative told her that the insurer had a deal going with Xfinity — yes, the telecommunications company. Under that deal, as the story went, Xfinity would contribute $28.23 the first month toward the cost of her car insurance — $428 a month to cover three cars, including two sons in their early 20s.

She'd have to make her first payment of $400 to Xfinity. The fake Geico representative told her that her payment would likely be declined by the bank for some reason that sounded legitimate at the time. She was told to call her bank to make sure the payment on her debit card would go through and not be declined as possible fraud. She did that.

A withdrawal from her bank for $400 was marked "car insurance."

Worse yet at one point, the fake Geico rep called her back and started saying that she'd have to pay significantly more than $400 a month because her premium had gone up shortly after that initial payment. Carrie put up a fuss for an hour on the phone, including yelling at times, and she wasn't charged any more.

When did she realize it was a scam? A day or so later, she looked for another Geico number online. She somehow ended up calling the real Geico to find out when her insurance cards would arrive. The real Geico had information saying that she had received a quote but no payments were made.

"Watch what you click on," Carrie now advises others.

She had heard about scams where the crooks call or text you as they're impersonating someone else, but she never realized that you could unknowingly call fraudsters on your own if you make the wrong connections online.

"I didn't know it was a thing," she said.

She filed a report with the Troy Police Department, contacted her bank to close her account, and talked with the fraud department at Geico.

She's also had to warn her sons not to give out their Social Security numbers when the fake Geico folks started calling them.

Right now, the bank has returned the $400 to her account pending an investigation.

Scammers set traps for those who use search engines

Unfortunately, according to the police report, the woman reportedly called the first number that she spotted in her search results. And that's just where the crooks were hiding.

"These scammers don't just reach out directly — they also set traps by creating fake websites and listing fraudulent phone numbers that appear to belong to legitimate companies, including Geico," according to the insurer's online alert about phishing scams.

"When you search online for our contact information, you might find these fake numbers and unknowingly call scammers who will impersonate our employees," according to Geico.

Fake websites even claim to offer significant discounts on Geico insurance policies through third-party payment processors.

"These fraudulent sites often promise unrealistic premium reductions if you pay through their platform," the alert stated.

Everyone is searching online for a deal or a way to fix a problem — and the scammers are ready to pounce after posting fake customer service numbers online for well-known airlines, banks, insurance companies, cable companies, online retailers and more.

As consumers travel this summer, they're warned that they can never simply depend on an online search for your airline's customer service contact information.

Many people never realize that they've been victims of a search engine or fake customer service scam until late in the process. Some victims are able to get their money back because they used a credit card and were able to get charges reversed, according to experts. But many times, you do not get any cash back.

A Geico spokesperson told the Detroit Free Press that impersonation scams regularly hit the financial services industry, including insurance companies. Geico has teams that monitor these types of scams, the spokesperson said, and does file notices with search engine companies to get fake phone numbers and websites taken down.

Other big names warn of fake websites, phone numbers

The fraud seems never ending.

Some consumers are complaining about ending up at fake customer service sites for Venmo after searching online for a phone number. Venmo has a big yellow banner on its help page online proclaiming: "Please note that Venmo customer service will never ask for your Venmo Debit Card numbers or request that you download another application."

Amazon News took to the social media platform X in early March to warn consumers that the e-commerce platform saw a 33% increase in customer service impersonation scams on social media in the few short months from December 2024 through February.

We've heard warnings in the past from Detroit-based DTE Energy about cases where consumers wanted to start service after moving, Googled contact information for the utility, and ended up dealing with scammers impersonating DTE employees. In a situation last summer, one consumer reported losing $250 for a fake set up fee.

DTE currently is seeing an increase in scam calls to the utility's business customers, said Joelle Kruczek, senior communications strategist for DTE Energy.

Those impersonating DTE often threaten to disconnect service within hours by calling out of the blue or even visiting a business location. When they call, their caller ID is spoofed to look like a DTE phone number. DTE encourages customers who suspect they have been the targeted of an energy scam to contact them immediately at 800-477-4747.

It apparently pays for con artists to impersonate someone you'd likely trust.

In late June, the Federal Bureau of Investigation issued an alert about crooks impersonating health insurers. In this case, you're likely to receive a bogus text or email.

The crooks might even give the impression that they are fraud investigators.

Criminals are sending emails and text messages to patients and health care providers, according to the FBI, pretending to be legitimate communications from trusted health care authorities.

"The messages are designed to pressure victims into disclosing protected health information, medical records, personal financial details, or providing reimbursements for alleged service overpayments or non-covered services," according to the FBI alert.

To avoid this scam, consumers are advised to first contact your health insurance provider directly to verify the legitimacy of any messages before sharing personal, financial, or health care information.

Google says it uses advanced spam-fighting systems that keep search "99% spam free and help combat scammers' attempts to deceive people," according to Kimberly Samra, a Google communications manager for security.

Samra stressed: "Google will never call you."

Google, like many others these days, also offers consumers online tips on how to spot scams.

One such tip from Google: "Don’t share temporary credentials. Two-factor verification is designed to keep you safer, so temporary passwords, links or passcodes should never be shared. No legitimate business will ever ask for you to share your two-factor verification information."

Another Google tip: "Not all businesses have customer service numbers, so if you can't find one on their website, be mindful before you go digging to find one from another site or service."

Don't download an app to 'help' investigations

Experts say crooks impersonating customer support often ask you to download and install an app on your device that will supposedly "help" their investigation of an issue. Don't do it.

Remember, crooks can spoof caller IDs and plant bogus customer service information online.

Best bet: Do not just simply call any number found online or shared to you via a text because that number might connect you to scammers.

If you hand over your financial information and realize it was a scam, experts say it's best to immediately reach out directly to your bank or credit union.

"Scammers may try to reuse your card number in other places, and it’s important to dispute the fraudulent charge as soon as possible so your bank can block future attempts," a spokesperson for the American Bankers Association told the Detroit Free Press.

Take time to look at a phone number listed on your statement or on a debit card or credit card before calling your bank or credit union. Don't simply trust that the number you found on Google is the real deal.

Sure, it seems like a lot of extra work just to get a phone number. Sorry but the risks of a bad connection remain way to high.