The No. 1 complaint we hear about in the Consumer Protection Unit involves unsolicited telephone calls. Those pesky calls may come from robotic scammers or telemarketers, and some residents tell us they get multiple a day. The same two questions come up: “Why isn’t anything being done to stop them?” and “Why can’t you just trace the number and track them down?”
I understand your frustration. The challenge is the way robocalls work. Scammers use automated dialing software programs from a computer to send out thousands of calls each second. The software changes the telephone number that shows up on your caller ID to make it look like it comes from a government agency such as the IRS, from local law enforcement or even from your neighbor. Some residents have reported getting calls that look like they’re coming from their own phone number. Unfortunately, you won’t find out that it isn’t your neighbor calling until you pick up the phone and hear a recorded message or sales pitch.
This is called caller ID spoofing and it is very profitable for scammers. It is estimated that Americans lose about $3 billion each year to scams and fraud originating from these calls.
Callers try many different scenarios to trick you into to speaking with them. Once they have your attention, they will start asking for personal information such as your Social Security number, passwords or account information. Expert’s advice is always the same: Never give out that personal information over the phone.
They might also ask for payments in the form of gift cards, money transfers, cybercurrency or even cash payments. Don’t fall for that either.
These are some common scam scenarios described by people coming for help from our Consumer Unit.
■ Your car warranty has expired.
■ There is suspicious activity on a credit card, bank account or Amazon account.
■ Your Social Security number has been suspended or there is a problem with your account.
■ Your computer has a virus and we can help.
■ Your family member has been arrested or was in an accident.
■Your utility bill is overdue.
■You qualify for student loan forgiveness.
■Unknown charities are calling you.
The Federal Communication Commission is taking steps to crack down on robocalls and caller ID spoofing. The initiative is called STIR/SHAKEN or SHAKEN/STIR, which requires telephone companies to implement measures that prevent caller ID spoofing. The goal is to make sure that the correct information appears on your caller ID so consumers can make an informed decision about whether to answer the call. It can also help law enforcement identify where the calls originate so they can crack down on any potential criminal activity. STIR/SHAKEN won’t stop all illegal robocalls from going through, but it is a tool that can help avoid falling into a trap. You can also take the following step to protect yourself:
■ Don’t pick up calls from numbers you don’t recognize.
■ Use your voicemail or answering machine to screen your calls.
■ Don’t believe any callers who claim to be from government agencies, computer tech support, or banks and credit card companies. Look up the telephone number on your own and call the bank, company or agency to verify whether there is a problem with your account.
■ Don’t provide personal or financial information over the phone.
■ If you accidentally answer the call, don’t press one to be taken off their list or to talk to an agent. Just hang up without saying a word.
■ Sign up for the National Do Not Call Registry at donotcall.gov or 1-888-382-1222. It won’t stop all unwanted calls but it could reduce calls from telemarketers.
■Ask your phone provider what tools they provide to help block scam calls.
Increasingly, people are receiving scam text messages. The same advice applies to scam text messages: Don’t reply and go directly to the source if you suspect a problem.
You can report robocalls and illegal telemarketing calls to the FCC at 888-225-5322. If you have lost money to a phone scam, report it to the Federal Trade Commission online at ReportFraud.ftc.gov or by calling 877-382-4357. You can also call the Consumer Protection Unit in Greenfield at 413-774-3186 or Northampton at 413-586-9225 for more information about avoiding scams.
Anita Wilson is the director of the Northwestern District Attorney’s Office Consumer Protection Unit, which is a Local Consumer Program working in cooperation with the Office of the Massachusetts Attorney General.