• Scammers monitor customer complaints on social media.
• They impersonate official customer support teams of e-commerce platforms.
• Victims are tricked into sharing credit/debit card details under the pretense of refund processing.
• Fraudsters conduct unauthorized transactions, often emptying accounts.
• Financial impact: ₹50,000 stolen from a single victim.

2. Twitter Customer Support Scam (2024)

Steps of the Fraud:

1. Customer Complaint on Social Media: A customer, Vikash Kumar Jha, faced an issue with a missing item in his online purchase and sought support by tagging the e-commerce company on Twitter.
2. Fraudulent Response: Scammers, monitoring such complaints, responded by posing as the company’s customer support and provided a contact number.
3. Direct Communication: Upon contacting the provided number, the fraudster, impersonating a customer service representative, convinced Jha to share his credit card details under the pretext of processing a refund.
4. Unauthorized Transactions: Using the obtained credit card information, the scammer conducted transactions amounting to approximately ₹50,000.
5. Realization and Reporting: Jha realized he had been scammed and reported the incident to the authorities.