Beware of Fake Customer Service on Social Media Targeting User Data

Jakarta (ANTARA) - The widespread use of social media as a means to convey complaints and request customer service assistance is being exploited by cybercriminals who impersonate customer service (CS) representatives to obtain users’ personal data or funds. Perpetrators typically target users’ posts or comments containing complaints on social media, then offer assistance by posing as the official customer service of a brand. In this scheme, the criminals use accounts designed to resemble official company accounts, including similar profile pictures and account names. After responding to the complaint, they direct the communication outside official channels and ask the victim to contact a specific phone number. The information obtained from victims can be used to take over accounts, access balances, and even conduct transactions without the account owner’s knowledge. This fake CS tactic often targets users of major brands that have high levels of customer interaction on social media. One example found was a fake account impersonating the customer service of an e-commerce platform, responding to user inquiries about order status. Users are advised to remain calm and not hastily follow instructions from accounts whose authenticity is unclear when receiving replies on social media. Furthermore, the public is recommended to always check the identity of the sender, verify information through official channels, and improve their understanding of the various evolving digital fraud schemes. Verification steps can be carried out by ensuring the customer service account is verified, checking the truth of information through the official application or communication channels provided by the company, and avoiding giving personal data, OTP codes, PINs, or financial information to parties whose legitimacy cannot be confirmed. Increasing digital literacy and vigilance against various forms of social engineering is considered one of the most effective ways to reduce the risk of falling victim to fraud that uses social media as its operational medium.