An 82-year-old woman from Concord, Massachusetts, narrowly escaped losing her retirement savings when a seemingly routine request to Siri to call American Express connected her to scammers. The incident highlights a growing threat where voice assistants inadvertently provide fake customer service numbers, leading unsuspecting users into elaborate fraud schemes.
The woman, identified as Virginia, asked Siri to call American Express instead of using the number on her credit card. This request led her to a bogus phone number, which eventually connected her to individuals posing as Bank of America security experts. According to her account, the scammers initially discussed a supposed $1,000 credit but then manipulated the situation to show a $100,000 balance, claiming an overpayment that needed to be returned.
Virginia became suspicious when the supposed credit amount dramatically increased, and the scammer claimed it could not be corrected without her sending back the excess funds. She realized she was being targeted and immediately hung up, freezing her Bank of America account. This quick action prevented what could have been a devastating financial loss.
The Better Business Bureau has previously cautioned about fake customer-service numbers appearing in search results, which voice assistants may then utilize. Scammers can promote these fraudulent numbers, leading users to believe they are contacting legitimate companies. In Virginia's case, the scam appears to have combined two tactics: the initial fraudulent phone connection and a subsequent refund or overpayment scheme.
Experts recommend several precautions to avoid similar scams. For financial institutions like banks and credit card companies, it is advised to always use the phone number printed on the back of your physical card or found within the official banking app. Relying on numbers from search results, sponsored ads, or voice assistants for financial matters can be risky.
Additional protective measures include hanging up if a conversation shifts unexpectedly, never moving money to "protect" an account as instructed by a caller, and always verifying unexpected overpayments independently. Furthermore, users should never share one-time security codes with unsolicited callers, install remote-access software for strangers, or rely on what a caller shows them regarding account changes. Turning on bank alerts, using strong unique passwords with two-factor authentication, and reporting incorrect business information to service providers like Apple can also help prevent others from falling victim.
If a scammer gains access to financial information, immediate action is crucial. This includes ending all contact, calling the financial institution directly using verified numbers, locking or freezing affected accounts and cards, and changing any exposed passwords. Removing remote-access software, checking for unauthorized account changes, and freezing credit with major bureaus if sensitive information was compromised are also vital steps. Reporting the scam to the bank and the Federal Trade Commission at ReportFraud.ftc.gov is essential for potential recovery and to aid investigations.