When a flight is cancelled or an account is locked, most of us grab our phone and search for the company’s helpline. Scammers know this. They buy search ads and publish fake listings so that their phone number is the first one you see, and then pretend to be the company when you call.
How the scam works
Search engines show paid ads above the normal results. Scammers pay to appear there for searches like “airline customer service number” or “bank helpline”, often using the real company’s name in the ad. The number goes to a call centre run by fraudsters. They sound professional, confirm your problem is “urgent”, and then ask for a fee, your card details, a one-time code, or remote access to your computer or phone.
Red flags
- The number came from a search result, not from the company. The US Federal Trade Commission warns: don’t assume the phone number that comes up in a search is legitimate.
- The top results are marked “Sponsored” or “Ad”. Paid listings are not a sign of trust. Scroll past them and check the web address.
- The web address is slightly off, such as extra words, hyphens, or an unfamiliar ending like `sky-help-service-desk.net`.
- They ask you to install an app such as a remote-desktop tool “to fix” a billing or booking problem.
- They want payment by gift card, crypto, wire transfer or a payment app. Real companies don’t ask for this.
- They ask for a password, PIN or one-time code. A real support agent never needs these.
How to find the real number
- Type the company’s web address yourself, or use its official app.
- Use the number printed on your bill, booking confirmation, or the back of your card.
- If you must search, scroll past the ads and check the address carefully before calling.
If it already happened to you
- Hang up.
- Call your bank or card provider using the number on the back of your card, and ask them to block the card or dispute the payment.
- If you gave remote access, disconnect the device from the internet, uninstall the app you were told to install, run a security scan, and change your passwords from a different, trusted device.
- Report it: in the US at ReportFraud.ftc.gov; in India at cybercrime.gov.in or helpline 1930; elsewhere, to your national fraud reporting service.
Frequently asked questions
Can an ad blocker stop this scam?
It can hide sponsored results, which helps, but it isn’t a full fix: fake numbers also appear in normal listings, maps, and forum posts. The reliable fix is to get the number from the company itself.
Why do fake support ads get through?
Ad platforms review ads, but fraudsters keep creating new accounts and change their pages after approval. That’s why the safest habit is not to trust any number from a search result.
Sources
- FTC Consumer Alert: Online search results: the good, the bad, and the scammy
- FTC Consumer Alert: Scammers and “customer service”: another imposter scam
Watch Patch explain it
New cartoon scam alerts every week on YouTube: youtube.com/@PatchVsScams
This article is general safety information, not legal or financial advice. See our Disclaimer for where to report scams.