Cellphone Service Provider Fraud
Canadian Anti-Fraud Centre http://www.antifraudcentre.centreantifraude.ca The Canadian Anti-Fraud Centre (CAFC) is receiving reports of criminals pretending to be cellphone service providers. They may claim to work for a victim’s current provider and offer a discount, upgraded plan or new device. The threat actors may guide victims to log in to their real cellphone account while they remain on the phone. They may then ask for account details, security codes or other personal information. In other cases, criminals may convince victims to open an account with a different service provider and obtain a new cellphone or tablet. They may ask victims to provide identification, such as a driver’s licence or Social Insurance Number (SIN), to complete the order. Once the device is delivered, the fraudster may claim that the wrong item was sent and instruct the victim to ship it to another address. The device and personal information may then be used to commit fraud or identity theft. Warning signs You receive an unexpected call, text message or email offering a discount, upgraded plan or new device. The person pressures you to act quickly or says the offer is only available for a limited time. You are asked to log in to your cellphone account while the caller stays on the line. You are asked for your account password, security code, PIN or multi-factor authentication code. You are asked to provide a driver’s licence, Social Insurance Number or other identification. You are told to open an account with a different service provider. You receive a cellphone or tablet and are told to send it to an address provided by the caller. The return address is different from the verified address of the service provider. How to protect yourself If someone contacts you claiming to be from your service provider, end the call and contact the company directly. Use the telephone number on your bill, account or the company’s official website. Do not use contact information provided by the caller. Never share passwords, PINs, security codes or multi-factor authentication codes. Do not provide personal or financial information during an unexpected call, text message or email. Do not log in to your account while an unknown caller is guiding you. Before opening a new account or accepting a device, confirm the offer directly with the service provider. If you receive a device you did not order, contact the service provider directly and confirm the correct return process. Never ship a cellphone or tablet to an address provided by an unknown caller. If you believe you have been a target of fraud, contact your financial institution immediately and report the incident to your local police and the Canadian Anti-Fraud Centre. FR version
Help! I got scammed and Telus refuses to cancel my accounts.
I need the support with my business mobility and business Wi-Fi accounts. They have been created with my old email which was compromise. I have contacted Telus multiple times since September 2025. I have made numerous disputes and received no resolutions. I was told that I would be assigned a case manager but haven't had one yet. I am not receiving any follow-ups. I would like my accounts canceled as soon as possible. I am very frustrated with Telus and their customer service considering this is a case related to identity theft with an assigned police report. I strongly considering pursuing legal action against Telus.
loyalty and service
A couple of months ago I was offered 4 google pixel 9A phones. I asked and was told that there was no other charges attached to these phones. I paid $1 piece. I have had a deal like this a few years ago and it worked out great, no added -on charges, to use or not to use the phones. I thought this was the same deal to off load old inventory. I have 7 people, 7 phones on this account. I have dealt with Telus for over 40 years. I don't expect to be scammed. I am now being charged a pay back fee for our phones. it is assumed we are using the phones. The arbitrary fees make no sense. 4 phones 3 different fees. We all have the same phones Google Pixel 8s. I am frustrated and expect more respect for a long term customer. I haven't had any luck calling in so I hope you can address this problem for me. thank you Debbie [Mod Edit: Removed personal info].Scammers, fraudsters and phones, oh my!
Written by Amanda Lee (Senior Program Manager, Tech for Good & TELUS Wise ® It may seem like the oldest trick in the book, but phone scams continue to be on the rise as fraudsters use new tactics and get increasingly creative. The Canadian Anti-Fraud Centre reports that as of March 31, 2024, there were 41,988 victims of fraud with over 569 million dollars in losses last year alone. Phone scams on the rise A lesser known scam that’s increasing in frequency is the delayed disconnect. Fraudsters target individuals with a home phone and call posing as the credit card fraud department. They don't ask for personal information, but ask the person to hang up and contact the number on the back of their credit card to discuss further. Naturally, individuals contact their financial provider immediately. What they don't realize is that the initial call hasn't fully disconnected. The fraudster is still on the line, playing a pre-recorded dial tone. When the victim dials the number, they do not connect with their legitimate credit card company - instead they are unknowingly connected to another person involved in the scam. If the scam goes as planned, victims end up sharing their credit card number, CVC or other private information. If you receive a call on your home phone asking you to contact your financial institution, it’s recommended you wait at least a minute (or more) before calling back or, to be extra cautious, you can use a cell phone to contact your bank. When it comes to phone scams, you should also be aware of call forwarding scams. Never dial * 21 * followed by a 10 digit number if prompted by an unverified caller. Regardless of what they may tell you, this will forward incoming calls made to your mobile phone to fraudsters - including calls from your bank and other service providers. As you may have experienced, many banks have security measures in place that involve calling their clients to confirm suspicious transactions or address other security issues. Once these calls are unknowingly forwarded to fraudsters, the fraudsters take advantage of the situation, jumping at the chance to steal your identity and potentially make unauthorized changes (or in some cases, they may even create new accounts if they have enough of your personal information). Other common phone scams include: Emergency scams: a person receives a call from a scammer, who claims to be someone they know, such as a grandchild, and asks for money immediately to help them deal with a pressing situation Social Insurance Number (SIN) scams: a person is advised that their SIN is linked to a fraudulent account or criminal activity and asked to confirm their SIN or other personal information, resulting in identity theft. Canada Revenue Agency (CRA) or Service Canada scams: a person is advised that they have outstanding taxes owed. This CRA article explains how you can ensure a caller claiming to be from the CRA is legitimate and not a scammer. Phone scams targeting the Asian community: a person receives an urgent message from the Beijing Police, INTERPOL or Chinese consulate demanding payment, or a call that asks for personal information in order to complete delivery of a package sent to you. Many of these scams prey on our sense of urgency, and are threatening in nature, indicating that you’ll be arrested, fined or even deported if you do not speak to the caller immediately or action their requests. The scammers may pressure you into verifying personal information or sending copies of your ID or passport, or demand payment via money order, pre‐paid credit cards, gift cards and even Bitcoin. On the flip side, be wary of any phone calls where you are offered deep discounts or something that seems too good to be true. You can ask the caller for a reference number and call the company back to confirm the validity. Refrain from using the phone number provided; instead, verify it on your bill or the company's official website. Preventing unwanted calls Many phone scams use “call spoofing” to mislead victims and trick you into answering your phone. This refers to the process of changing the Caller ID information that is displayed when a call is made - either to disguise the number they're calling from and/or to display a number you’re used to getting calls from. The number may look like a business, a contact or very similar to your own number. Technology that enables call spoofing is readily available; do not assume that phone numbers appearing on your call display are accurate. To avoid “call spoofing” and help prevent unwanted robo-calls, take advantage of the call control features offered by your home phone or mobile device carrier. You can typically find information about such features by doing a Google search. If you are a TELUS subscriber you can learn more here: Call control for mobile devices explained, and Home phone Call control explained. Top tips from the Canadian Anti-Fraud Centre (CAFC) to protect yourself: If a call does not seem right, hang up No legitimate institution will threaten you over the telephone Never provide personal information over the phone to an unknown caller If you provide personal information or suspect you’ve been a victim of a scam, contact Equifax and TransUnion to place fraud alerts on your accounts. Additionally, contact the Canadian Anti-Fraud Centre at 1-888-495-8501 or report it online at www.antifraudcentre-centreantifraude.ca. The Canadian Anti-Fraud Centre offers more information about other common scams and fraudulent activities and provides additional tips to help you protect yourself on their website. To help avoid becoming the victim of a scam and further protect your privacy and identity in our digital world, take advantage of a cyber security solution like TELUS Online Security, powered by NortonLifeLock™, to receive dark web notifications of potential threats, on demand credit reports, as well as identity theft reimbursement coverage (terms and conditions apply). Visit telus.com/WiseOnlineSecurity to learn more. FR versionHelping seniors stay safe in our digital world
Written by Nimmi Kanji (Director - Social Purpose Programs, For Good & TELUS Wise) Whether it’s navigating online shopping, avoiding common scams or even remaining connected with loved ones through digital platforms, seniors may face challenges navigating the online world. With added issues like loneliness and isolation, as well as an increased sense of winter blues at this time of year, it’s important we all do our part to help them stay safely connected in our digital world. Census data shows almost one in four Canadians aged 65 and older live alone and about half over the age of 80 report feeling lonely, according to a report from the National Seniors Council. With this in mind, Linda Hoang, Influencer and TELUS Wise advocate, sat down with David Handelman, Board Member of BC 411 Seniors Centre Society and Stephanie Senecal, Senior Support Unit Coordinator at the Canadian Anti Fraud Centre to discuss how to best support seniors as we enter 2023. View the panel discussion Here are a few key takeaways: Address social isolation and loneliness: Numerous studies have linked loneliness to health issues including diabetes, heart disease, stroke, mental health struggles, and the onset of Alzheimer’s and dementia. There’s no doubt about it—staying connected socially improves your overall physical health and mental health, regardless of age. Technology can play a critical role in helping connect seniors and ultimately, reduce feelings of isolation and the associated risks. Identify common scams - what are the warning signs and how can you protect yourself? Did you know that as of Oct 31, 2022, there have been over 75,000 reports of fraud, over 47,800 victims of fraud and $420.8M lost to fraud? Visit theCanadian Anti Fraud Centre to browse recent scams and fraud, learn more about how to protect yourself as well as what to do if you’re a victim of fraud. One common trend is spoofing, which is when a caller deliberately falsifies the information transmitted to your caller ID display to disguise their identity or trick you into thinking the caller is someone they aren’t. To protect yourself from unwanted robocalls enable call control on your home or mobile phone. Support seniors with digital literacy: Learn about everything from connecting to the Internet to video chatting in theTELUS Wise online basics video series or check out the TELUS Wise seniors guide to learn more. For more tips on how to help support the development of digital literacy skills amongst seniors click here. Check out the full conversation here. FR version“I know where you live!”: the latest sextortion scam exposed
Written by Amanda Lee (Senior Program Manager, Tech for Good & TELUS Wise ®) In September, the Internet was abuzz again with reports of the latest sextortion scam email making the rounds. Now known as the “Hello Pervert” email, it followed the typical formula of a sextortion email, except for one new and very scary tactic – a photo of the recipient’s home! Hackers are getting smarter and more menacing, so we have to be on our digital security game to stay protected. It’s important to understand how to identify scam emails, what do you do if you get one and proactive measures you can take to stay secure. A typical sextortion scam Typical sextortion scam emails intimidate victims to pay a certain sum (using Bitcoin or some other non-trackable digital currency). If they don’t pay, the hacker threatens to expose “deviant” behaviour to all their personal contacts. That follows the typical formula of a sextortion scam. Here’s how to identify it if you ever receive the same type of email: The email seems legitimate because it appears to come from your own email address (spoofing) and may reference your personal information (name, address, email, phone number, username and/or a password you may have used in the past) There is a threatening and urgent tone to the email (you better pay or else; you have 24 hours to pay) The hacker informs you they have taken over your devices remotely They have recorded “compromising” video and images of you and have your browsing history They will share these images/videos with your family, friends and other contacts to humiliate you and ruin your reputation When they receive the money from you, they will wipe their stored files Taking intimidation to the next level There is a wealth of information available on the dark web from data breaches (if you’ve never done a dark web scan, you would be shocked about what you find). And hackers mine it to use as much personal information as possible to try to fool you into giving them money. In the Hello Pervert scam, hackers added two new elements of threat and intimidation: They insisted they had used Pegasus spyware to commandeer recipients’ devices (Pegasus got a lot of media hype but was sold primarily to governments for high level surveillance) They included a photo of the recipients’ homes from the outside It’s fairly easy to find someone’s address online, and once hackers have it, they use location mapping technologies like Google Maps to capture an image of that person’s home and street. How to protect yourself How can you fight against this new intimidation tactic? According to Forbes, you can blur your house on Google Maps Street View to protect your property and yourself by following these steps: Search for your home address in Google Maps Click on your home on the Street View sidebar to go to the full street view page Find your house and click on the image If the property and address information are correct, click on the three dots and select report A new form will pop up with a view focused on the property you are reporting You can then request Google to blur that property If you receive the Hello Pervert email or any scam/sextortion emails like it, there are important actions to take: Specific to the email: Do not respond or engage with the hacker under any circumstance Resist the urge to pay, no matter what Document the scam email with screenshots Report the email to local law enforcement and The Canadian Anti-Fraud Centre For your general online protection: Do a dark web scan to see how much of your personal information has been compromised in data breaches (TELUS Online Security offers this service) Keep up to date on your password hygiene – use a strong password, change passwords often and use a secure password manager Conduct regular virus and malware scans on your computer and devices Review and adjust your privacy settings across all your devices and apps to proactively maximize your online protection The reality of life today is that hackers are gonna hack. It’s an unfortunate but inevitable part of our digital existence. It’s important to educate yourself on the latest scams and intimidation tactics, so you can identify them if they pop up in your inbox. In addition to awareness, there are proactive steps you can take to protect your personal information and devices from compromise. By combining awareness with action, you can create a safer digital environment for yourself and your family. FR versionUnderstanding SIM Swap fraud and how to protect yourself
Written by Amanda Lee (Senior Program Manager, Tech For Good & TELUS Wise®) Your phone number is worth more than you think, and fraudsters know it. Our mobile phone numbers have become more valuable than ever, not just for communication, but as a gateway to our most sensitive accounts. This makes them a prime target for cybercriminals using a sophisticated scam known as SIM swap fraud. If you've never heard of it, it's time to learn, because this attack could compromise your banking, email, and social media accounts in minutes. What Is SIM swap fraud? A SIM swap (Subscriber Identity Module swap) occurs when a fraudster convinces your mobile provider to transfer your mobile phone number to a new SIM card that they control. Once they have your number, they can intercept text messages and calls meant for you, including the two-factor authentication codes that protect your most important accounts. Here's how it typically works A scammer gathers personal information about you through social engineering, data breaches, or public sources. They then contact your mobile carrier, posing as you, and request a SIM swap. They might claim they've lost their phone, upgraded their device, or switched carriers. If the provider's representative doesn't verify their identity properly, the swap is approved. Within minutes, the fraudster has access to your mobile phone number and can reset passwords, drain bank accounts, even steal cryptocurrency. Why SIM swap fraud is so dangerous Unlike other cybercrimes, SIM swap fraud bypasses many of the security measures we rely on. Two-factor authentication via SMS, which millions of people use to protect their accounts, becomes useless when a fraudster controls your phone number. Banks, email providers, and social media platforms often use text message verification as their primary security layer, making it a critical vulnerability. The consequences can be devastating. In June 2023, Toronto Police Service arrested 10 people and laid 108 charges in Project Disrupt, a major SIM swap fraud investigation. The combined losses to individual victims, telecom companies, and financial institutions exceeded $1 million. Even more alarming, one of the largest thefts in Canadian history involved a teenager who stole $48 million from a single person in a single day using SIM swap fraud. Beyond these headline cases, countless victims have been impacted by account takeovers, identity theft, and cryptocurrency theft. The emotional toll of having your digital identity compromised can be significant. How to identify SIM swap fraud The warning signs of a SIM swap attack are often subtle but noticeable: Sudden loss of service: your phone suddenly loses signal, and you can't make calls or send texts, even though your carrier shows no outages in your area. Unexpected password reset confirmations: you receive emails confirming password changes you didn't make. Missing two-factor authentication codes: when trying to log into accounts, you don't receive the SMS codes you're expecting. Unfamiliar account activity: you notice unauthorized transactions or changes to your accounts. Provider notifications: your provider sends alerts about SIM changes or account modifications you didn't authorize. If you experience any of these signs, act immediately. Protecting yourself from SIM swap fraud Add a PIN or password to your account: this creates an extra barrier that prevents fraudsters from making changes without your knowledge. Make sure your PIN is unique and not easily guessable. Use authenticator apps instead of SMS: whenever possible, enable two-factor authentication using authenticator apps like Google Authenticator, or Microsoft Authenticator. These apps generate codes on your device that can't be intercepted via SIM swap. Secure your email: your email is the master key to your digital life. Protect it with a strong, unique password and enable two-factor authentication using an authenticator app. Never use SMS-only verification for your email account. Be cautious with personal information: limit the personal information you share online. Scammers use details like your mother's maiden name, address, or date of birth to impersonate you with providers. Review your social media privacy settings and be wary of oversharing. Monitor your accounts regularly: Check your bank, email, and social media accounts frequently for unauthorized activity. Set up account alerts with your financial institutions to notify you of suspicious transactions. Additionally, consider using TELUS Online Security to monitor for threats, which will alert you if your personal information appears on the dark web or if suspicious activity is detected in your financial or social accounts. Use strong, unique passwords: ensure all your important accounts have strong passwords that are different from one another. Consider using a password manager to keep track of them securely. Stay informed about your provider: know your provider's security policies and contact information. If you suspect fraud, call the provider directly using the number on your bill, not a number from a search result, which could be fake. What to do if you're a victim If you believe you've been targeted by SIM swap fraud: Contact your provider immediately and report the unauthorized SIM swap Change all your passwords from a secure device Alert your bank and financial institutions File a report with the Canadian Anti Fraud Centre and your local police Monitor your credit and consider placing a fraud alert with credit bureaus SIM swap fraud is a serious threat, but awareness and proactive security measures can significantly reduce your risk. By taking these steps today, you can protect your digital identity and keep your accounts secure. Your safety matters to us. Because scammers never stop, we're dedicated to providing you with information on the latest tactics used by them so that you can stay informed. For more on various scams and how to protect yourself, explore these other articles: Call Related Scams Brand Impersonation Scams Digital/Online Scams Identity Theft
Busuu Subscription?? What is that?
This situation reflects very poorly on TELUS and its billing/security systems. I was charged for Busuu/Google Play services on my TELUS bill even though I have never downloaded the app, never subscribed to it, and had never even heard of it before this charge appeared. I checked my Google Play account, subscriptions, installed apps, and payment history; there is absolutely no record of Busuu anywhere. What made this even more frustrating was TELUS customer service refusing to take responsibility and pushing me to contact Busuu instead, despite the charges appearing directly on my TELUS bill. If TELUS allows third-party companies to bill customers through their accounts, then TELUS should also be responsible for properly verifying and securing those charges. After looking online, I found multiple TELUS customers reporting the exact same issue involving unauthorized Google Play charges. This clearly does not look like an isolated incident and raises serious concerns about TELUS’s security and billing practices.
