Broadband provider compensation cold call scam

People are urged to be cautious if they receive cold calls from anyone claiming to represent their broadband provider offering compensation for poor service. Remember, if it seems too good to be true it probably is.

What has happened

A member of the public received a call from someone who said they represented their broadband provider.

The purpose of the call was to apologise for poor service and low speed.

A compensation figure of £250 was then offered and accepted.

The customer was then sent a banking receipt for a £5,250 transfer. The 'representative' then called back immediately in a panic, saying they had made a mistake and could lose their job. Not wanting the person to lose their job, the customer asked how they could help.

The caller advised them to transfer the £5,000 overpayment into a different account.

However, the caller informed the customer that the transfer had failed and encouraged several more attempts, each time stating it had not gone through.

The customer was then contacted by their own bank, as £25,000 had successfully been transferred over five transactions.

When the customer informed their bank what had happened, they were advised that a payment of £5,250 had never been received.

What to do

If contacted like this, apply the ‘scam test’:

  • seems too good to be true?
  • contacted out of the blue?
  • asked for personal details?
  • money mentioned?

You should:

  • always be wary of anyone that cold calls you
  • be especially suspicious of anyone who asks for personal details, money, banking or credit card information over the telephone
  • if you are at all suspicious about a call that you receive, hang up and phone the organisation that the person is claiming to represent to check their authenticity - ideally make the call from another telephone so you can be sure the original caller has not remained on the line
  • never be pressured into a transaction over the phone
  • never give your personal and banking details to any unauthorised person or allow anyone access to them through your computer

If you 're concerned about cold calls, emails, or letters then:

  • report it online to Action Fraud or by phoning 0300 123 2040 
  • call police on the non-emergency number 101

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