Think Twice Before Calling That Customer Service Number

Key Takeaways

• A phone number found through an online search isn’t automatically legitimate.
• Scammers can impersonate customer service representatives from familiar companies.
• Never provide passwords, PINs or security codes to someone who unexpectedly requests them.
• Use an organization’s official website, app, statement or card to find contact information.

Main Article

When you need help with an account, delivery, purchase or subscription, searching online for a customer service number can seem like the fastest solution. But scammers know consumers do this and can use fake listings, sponsored advertisements or fraudulent websites to make an impostor number appear legitimate.

Once you call, the person on the other end may sound professional and claim they need to verify your identity before helping. That can lead to requests for account information, passwords, payment details or security codes. A convincing conversation and familiar company name don’t guarantee you’re speaking with the organization you intended to reach.

Instead of relying on a number that appears in search results, look for contact information in the company’s official app or website, on a statement you already have or on the back of a payment card. If someone asks for information that feels unusual, end the call and contact the organization again through a channel you know is legitimate.

A few extra moments spent verifying a phone number can be far less inconvenient than dealing with an account takeover or unauthorized transaction. When financial or personal information is involved, make sure you know who you’re contacting before you start the conversation.