Using voice search? Use caution when asking for auto dial

Using voice search? Use caution when asking for auto dial
                        

Tell Alexa to play your favorite song. Ask Siri about the weather. Use Google Assistant to turn down the air-conditioner. But don’t ask your smart device to look up a phone number because it may accidentally point you to a scam.

You need the phone number for a company, so you ask your home’s smart device, such as Google Home, Siri or Alexa, to find and dial it for you. But when the company’s “representative” answers, the conversation takes a strange turn. This representative has some odd advice. They may insist on your paying by wire transfer or prepaid debit card. In other cases they may demand remote access to your computer or point you to an unfamiliar website.

As it turns out, this “representative” isn’t from the company at all. Scammers create fake customer-service numbers and bump them to the top of search results, often by paying for ads. When Siri, Alexa or another device does a voice search, the algorithm may accidentally pick a scam number.

One recent victim told BBB.org/ScamTracker she used voice search to find and call customer service for a major airline. She wanted to change her seat on an upcoming flight, but the scammer tried to trick her into paying $400 in prepaid gift cards by insisting the airline was running a special promotion. In another report, a consumer used Siri to call what he thought was the support number for his printer. Instead, he found himself in a tech-support scam.

Be careful when searching for support phone numbers. Rather than doing an online search or letting your smart device look up a number, use the contact information on the business' website (double check the URL), on your bill or in your confirmation email.

Beware of fake ads. Scammers make ads with fake customer-service numbers. Using voice search to find a number can make it harder to tell a phony listing from the real one. Get your information from the official company website or official correspondence.

Make payments with your credit card. It’s easier to dispute a credit-card payment. Paying by wire transfer or prepaid debit card is like using cash. There is almost nothing you can do to get the money back.

Check out some tips from the FTC.gov on security and smart home devices at www.consumer.ftc.gov/blog/2016/07/homework-smart-home.

To learn about other kinds of scams, go to www.BBB.org/ScamTips. If you’ve been targeted by this scam, help others avoid the same problem by reporting your experience on www.BBB.org/ScamTracker.

Visit www.bbb.org/canton or call 330-454-9401 to look up a business, file a complaint, write a customer review, read tips, follow us on social media and more.


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