“I need help…” “I’m in prison…” “I’m in the hospital. I need help…” “I had a bad car accident, and people are injured…”
No matter what the scammers say when they initiate the family imposter/ emergency scam, it is sure to spike emotion. Scammers call, claiming to be one of your most cherished loved ones—your grandchild—and ignite fear that those you care about are in dire need. With emotions running high, how can you not engage with the call, stay on the line, and find out more? You are worried and feel helpless because all you have to validate this story is the phone in your hand and the fear of what if.
What if you do nothing and your grandchild really is in trouble?
I considered these very questions when writing the script for the newly released Avoiding the Family Emergency Scam videos. I recalled the stories of actual Vermont families receiving such alarming calls in the middle of the night with nothing to go on but the urgency of the call, the deep love for their family member, and the desire to resolve the issue at hand. As our volunteer actress, Ruth Wallman, relays as the unsuspecting grandparent in the video, “What was I supposed to do? He needed my help!…I like to be there for my family. But, this just went too far.”
The SLOW method. Share this PDF download with someone you care about.
In creating this video series, I hoped to help Vermont families find a way to still be there for their families when emergencies arise by arming them with useful verification strategies to decipher between a scam and an actual family crisis. Verification of the family imposter scam starts with the SLOW method, a scam response strategy I created specifically to pause and identify scams. It urges people to Slow Down, Log the Contact, make One Call to a primary contact to discuss the incident, and call an organization in your life Who Cares, such as the Consumer Assistance Program (CAP) at 1-800-649-2424.
Engaging with others is a crucial verification step, because scammers often demand secrecy in family emergency scams and make would-be valid claims that they would be too embarrassed or ashamed, or afraid of ensuing punishment if other family members were made aware of the damning incident.
Family support and open, frequent communication among families is essential to putting an end to the family imposter/emergency scam. If questions remain, family cannot be reached or communications are limited, contacting a third-party organization, like CAP is the next best step. CAP is familiar with scams and can help to identify them. By contacting CAP, you can also make a scam report, which helps our office identify and alert the public about scam trends.
Help protect yourself and others by taking time to watch the video. Review the information on our website, and encourage those you care about to learn more about scams and prevention strategies to stop them.
My fellow Consumer Assistance Program (CAP) colleagues and I have heard hundreds of personal stories from those who have experienced loss due to scams. The effects of scams are devastating and overwhelming. We understand where you are coming from when you reflect, “This just isn’t me,” after having sent thousands of dollars. We feel your confusion when you say, “I don’t know where I went wrong.” We band together to rally your call to action to “do something,” because we too “don’t want this scam to happen to anyone else.”
In chasing the call to dosomething, in 2019 we applied for a grant through the Sears Consumer Protection and Education Fund to produce three scam awareness and prevention videos with a uniform message for consumers to “Know Your Relationships: Take Steps to Verify.” We were awarded this grant in the middle of the coronavirus pandemic, which slowed, but could not stall our efforts in completing this important project.
Me in character on the Twincraft Skincare set.
I wrote each script, calling on personal accounts of courageous Vermonters, who were willing to share their stories with one goal in mind: to help prevent scams from happening to others. We drew up character breakdowns, hoping for a diverse cast and put out a casting call for volunteers. In the end, we had two professional actresses, Ruth Wallman and Chloë Clark, donate their talent and expertise to the cause. For the remaining roles, we relied on our personal network of generous souls, including our Assistant Director’s son, Lars Jensen, and neighbor, Dave Saraceno. The remaining roles were brought to life by CAP personnel, Cameron Randlett, Charity Clark, and me. Without any formal acting experience, I was not first in line to fill the role, but when our casted actress relocated as our filming deadline encroached, I stepped up. We finally had a concrete filming date with a spectacular set, thanks to the kindness of Twincraft Skincare to offer up their space. I couldn’t let them or this project down. So, I put on my actor-in-training hat and broke a couple of legs—so to speak.
This experience, from start to release date, has reinforced my commitment to providing compassionate service to the people of our state. In completing this project, we have compiled so much more than videos and information. The videos, packaged with our online resources, equip consumers to be aware about imposter scams and apply specific mechanisms to stop scams in their tracks. I am proud of my team and the final product we present to you now.
Throughout the month of December, we will be showcasing the three produced videos, which highlight three very common scams with dollar loss: the romance imposter scam, the family emergency/imposter scam, and the business email imposter scam. It is our hope that as each video is showcased, it will be shared widely by you. As I hoped to instill throughout this work—this information is best in the hands of everybody. Please share it.
For scam interactions and consumer transactions generally, you can apply the SLOW method to disrupt the unpredictable reaction response you are likely to experience by substituting a planned response instead. At the onset of the first communication, start with SLOW as a strategy to help you take steps to verify.
Stop scams with SLOW
S – Slow down – scammers pressure you to react urgently. Don’t! Instead, take a breath and find your calm by doing what is immediately natural to you.
L – Log the contact – write down the information of the email, or phone call. If they are on the phone, you can tell them you will call them back, even if you don’t intend to. Then, disengage.
O – One call – make one call to a primary contact, such as a friend or family member and discuss the incident. It works best if you have pre-established who this will be; someone you can trust no matter what. The contact is a sounding board, who will ask questions and help you get curious about the interaction. Some questions might include:
How do I know the contact is who they say they are? –What proof is there? Where can I verify their contact information that is not part of the communication I received? –Was my credit card charged? What other parties can I contact that might know more about this? How can I be sure this is not a scam?
W – Who cares? Contact another party or organization in your life who cares. The Consumer Assistance Program (CAP) can help you identify scams and report them: 1-800-649-2424 and ago.vermont.gov/cap
In the age of the internet and free flowing technology, scammers hope to capitalize at every turn. You can prevent scams by practicing SLOW in all your consumer transactions now—and commit to being a primary contact for others. Everyone can help stop scams by following a scam prevention plan and sharing scam knowledge with your community.
When I searched to purchase my first used car as a freshly licensed teenager in the late ‘90’s, I was fortunate to have an experienced mechanic and negotiator with me. Our first stop was a used car dealership that was holding a huge blowout event complete with flag garland and free large-print calculators and five salespeople per customer. I can remember the swarm of eager dealers approaching to this day. We showed up in our ten-year-old Ford LTD. One salesman approached so daringly that he might have opened the door for me had I not willingly exited the vehicle. My dad held up the flyer he received at home as he promptly asked about the promised freebie. The dealer took the flyer from his hand and then pointed to a long line. He advised us to look at cars while we waited.
I wanted something simple. The criteria I stated was, “Four doors and not a hatchback.” It went without saying that I wanted a reliable car to get me around town to my job and all my activities. We were led to a seven-year-old white Ford Tempo marked $2,000. For all appearance purposes, it seemed perfect. I could see myself driving that kind of car. While the dealer encouraged us to buy it based on price alone, my dad pushed back as if speaking straight from a consumer protection advice manual, “We aren’t putting any money down without thoroughly looking it over and having a test drive.”
That’s when he crouched down in the crowded dealer lot, nearly pushing his entire body under the car. From what he could see externally, it looked good enough for a drive, but confirmed that we wouldn’t have a clear sense of the car until it was put up on a lift. Then, I drove it. It handled okay in the lot and on the main road. But, when the dealer called from the back seat for me to take a right turn on another neighborhood road, my dad advised me to take a left onto the thruway. The car could not reach highway speed and sounded as though it might combust at any moment. “How does it feel?” my dad asked.
I called back in my loudest octave, “Like it doesn’t want to go anywhere.”
He followed, “Do you want this car?”
“No,” I said flatly.
He turned to the dealer, “We won’t be buying this car.”
When we got back to the dealership, we quickly got out and were ready to leave, but my dad still wanted his calculator. The salesman said he would go get it. When he came back, he did not bring the calculator. Instead, he brought three more salesmen that encircled us with shaming jabs aimed at my father that he was letting me down. While my heart raced with anxiety and anger, my dad remained calm. At one point, I heard my dad reply, “I can’t believe you are selling this car. It sounds like it could break at any minute. I am not letting my daughter in that thing again.” By the end of their banter, we walked away with three things:
My dad was offered a job at the dealership—he did so well saying “No” they wanted him to work for them.
A large-print calculator (My dad did not stop asking for it).
An etched lesson: Purchasing a quality used car is best done with backup and calm shrewdness.
Car buying is something most of us will do only a handful of times in our lives. How can we properly prepare for the moment we come face to face with a car seller? While you may not have the benefit of having my father present, there are some things consumers can do to prepare for the big purchase. The Consumer Assistance Program’s Assistant Director Lisa Jensen recently appeared on Across the Fence to share car buying tips.
Across the Fence 10/15/2021 – Car Buying Tips from the Vermont Attorney General’s Office
Here are some of the used car purchasing tips highlighted in the show:
Secure financing ahead of time.
Do thorough research on the make/model of the car; search reliability and ratings.
Look up the Kelly Blue Book and NADA and online marketplace values
Check out similar vehicles at multiple dealerships.
Scrutinize the car: Test drive, get an independent pre-purchase mechanical inspection
Look for the Buyer’s Guide and decipher warranty information; there may be none.
Buying a car can be complex, time consuming, costly, and emotionally taxing. Because buying a car is not something we do frequently, having a supportive person present who understands your financial picture and supports your interests can be beneficial. If you are in the market for a car, consider bringing a trusted companion with you to the sale, such as a friend/family member, who understands your financial picture and supports your interests.
The Consumer Assistance Program (CAP) is another resource that you can call for tips before car buying. If you do experience a problem with the purchase of a dealer purchased vehicle, new or used, CAP provides a letter mediation service for Vermonters and works in partnership with the Vermont Auto Dealers Association’s mediation/arbitration program.
Did I ever get my first car? Why, yes. Yes, I did. It took another week or two, but in time, we found the perfect car for me for half the price. A metallic blue Mercury Topaz—the off-brand twin of the Ford Tempo. A test drive and thorough check-up proved the car to be a worthy fit for me. After many reliable miles, the car was repurposed for parts in the early 2000’s.
My best friend riding in style in my Mercury. Circa 1998.
Vermonters filed 5,021 scam reports with the Attorney General’s Consumer Assistance Program (CAP) in 2020. The Social Security number phishing scam, which typically involves calls claiming that your Social Security number has been compromised, suspended, or linked to criminal activity, remained the most commonly scam for the second year in a row with 1,160 reports filed. Claiming the number two spot on the list of top ten scams in 2020 were “free money” scams. Six-hundred-eighty-three Vermonters reported receiving “free money” scam calls where they were told that they had won a prize or money and needed to pay fees or taxes upfront to collect. With scam attempts remaining high, Attorney General T.J. Donovan urges Vermonters to Take it Slow: scammers will pressure you to act fast, demanding personal information and payment, while threatening extreme consequences if you do not comply. Don’t let them pressure you!
“If you get a suspicious call, remember to slow down, hang up the phone, and take notes on the interaction,” warned Attorney General Donovan. “If you still need help identifying if something is a scam, call us at CAP at 800-649-2424.”
Unfortunately, many scam encounters result in monetary loss in Vermont. In 2020, 249 Vermonters lost approximately $1.5 million, in total, to scammers. The most common scams associated with monetary loss were imposter scams (scammers posing as friends, family members, or romantic interests) and online classified listing scams (scams perpetrated on sites such as Craigslist or Facebook Marketplace). Scammers ask their victims to send money using a variety of methods, including gift card transactions, peer-to-peer payments apps like Venmo or CashApp, wire transfers, and cash or checks in the mail.
Vermonters can report a scam or sign up for the Scam Alert system by going to ago.vermont.gov/cap or by calling the Consumer Assistance Program at 1-800-649-2424.
The top 10 scams of 2020 are:
Social Security number phishing
Free money
Amazon and package deliveries phishing
Computer tech support
Phony relationships (not grandchild)
Debt collection
Online classified listings
Extortion emails
Grandchild imposter
Bank/financial institution phishing
Vermont’s Top Ten Scams of 2020 by the Consumer Assistance Program of the Vermont Attorney General’s Office and the University of Vermont
The scam: You receive a phone call (usually a robocall) stating that there has been criminal or fraudulent activity involving your Social Security number. The scammer may also claim to be a government agency or law enforcement, threatening arrest or serious consequences. The scam often begins as a robocall.
How to spot the scam: If Social Security (or any official agency) wanted to contact you, they would not call to ask for your personal information, especially your Social Security number, over the phone. These agencies mail communications and would never threaten you for information or payment over the phone.
What to do: Be wary when responding to unsolicited contacts and never provide personal information to unknown contactors, especially over the phone.
The scam: You receive a phone call, email, or mailing that claims you have won money or a prize—but there’s a catch: you have to pay money up front for taxes or fees. Sometimes the outreach includes a realistic-looking fake check. The check bounces and no “winnings” are ever dispersed. Often, they claim to be Publishers Clearing House. Scammers may also claim to offer government grants or stimulus money, getting touch via social media.
How to spot the scam: If you actually win a major prize from Publishers Clearing House, they will contact you in person. For smaller prizes (less than $10,000), winners are notified by overnight delivery services (FedEx, UPS), certified mail, or email in the case on online giveaways. They never make phone calls. An unsolicited check in the mail from an unknown sender is usually a scam.
What to do: If it sounds too good be true, then it’s not true. Never pay an upfront fee to receive winnings or a grant. If you win something, they will pay you – not the other way around. No actual contest or sweepstakes would you make you pay first to receive money.
Amazon and package deliveries phishing
The scam: An automated phone call or email claiming that your credit card has been charged by Amazon or that you have an outstanding balance on your account. The scammer instructs people to call them to get a refund or resolve the charge, at which point they request your card number and attempt to gain remote access to your computer. You might also receive a text message or email claiming that you have a package, but they need to verify your information.
How to spot the scam: Amazon will not call you unless you request that they do so. If you have legitimate concerns about your Amazon account, or other accounts, contact the company directly through a trusted contact, such as through the customer portal within your account.
What to do: Hang up the phone and do not call back. Furthermore, you should not allow remote access to your computer to unknown parties. If you are concerned about charges made to your credit card, contact your credit card company directly. If you receive a text regarding a package delivery, don’t click any links or reply.
The scam: A phone call or pop-up message on your computer claiming to be from Microsoft, Apple, or another well-known tech company. They will say there is a virus or other problem with your computer and try to persuade you to give them remote access to resolve the issue. They may also ask for immediate payment for their services.
How to spot the scam: Legitimate customer service information usually won’t display as a pop-up. Companies like Microsoft, Apple, and Google do not call you to notify you of malware on your computer.
What to do: Never provide remote access to your computer to a stranger or click links from an unknown sender in an e-mail or pop-up message. If you get a call from “tech support,” hang up. Also, be careful when searching for tech support numbers online. Some users have been scammed by calling illegitimate numbers for legitimate companies.
The scam: There is a wide variety of phony relationship scams. Sometimes, the scammer pretends to be someone you know, like a love interest, friend, relative, or even a religious leader. They typically reach out to you online or on the phone, claiming to need money.
How to spot the scam: They ask you to send money immediately, often in the form of wire transfers or gift cards. If you met the person online, but they refuse to video-chat or talk on the phone.
What to do: If they claim to be someone you know, call the person using a verified phone number. If you receive a suspicious email, be sure to double-check the email address. If you’re feeling suspicious, get the real story and talk to someone you trust. Cut off communication with the scammer. If you receive an email from a friend or coworker asking for money, do not send money. Be sure to call that person directly—it’s most likely a scam.
Debt collection
The scam: Scammers pose as debt collectors or law enforcement and say legal action will be taken against you if you don’t pay them what you owe. Some may claim to be familiar businesses or the government, such as utility companies or the IRS.
How to spot the scam: If you did owe a debt, collectors are not allowed to threaten you with arrest over the phone. You can request verification of the debt, which has to be sent to you in writing. If you ask them to stop calling you, they are generally required to stop.
What to do: Hang up the phone, and if they call again, let the call go to voicemail. If you think you do actually owe money to a debt collector or other agency, make sure you call using a trusted number.
The scam: Sometimes the scammer responds to a seller’s post, overpays with a check, and asks for the remainder to be wired back. Sometimes the post is for a fictitious rental property and the scammer is looking for the deposit and first month’s rent to be sent immediately. Scams even happen when you are looking for that perfect puppy or pet to expand your family, but the transport of the animal is supposedly held up at the airport or elsewhere.
How to spot the scam: If you feel suspicious, stop the sale or purchase. The scammer may ask you to wire them money, send a bank transfer, or pay using gift cards. They may not want to talk on the phone or meet in person. Remember, you should not provide a rental deposit before signing the lease or contract in-person.
What to do: Complete your transactions in cash and preferably in-person. If they refuse to meet in-person or talk on the phone, ignore them and end communication.
The scam: You receive an email that threatens exposure of compromising home video and pictures, unless you pay, usually in Bitcoin. The email claims you have been hacked and may reference a current or former password you may have used. The sender claims that they have access to your computer and webcam and threatens to release embarrassing photos and video unless you send them money.
How to spot the scam: The scammer is using scare tactics to make you act fast. Don’t take the bait! The email message will often include threats and hurtful language.
What to do: Do not reply to the email or click on any links or attachments included on the message. Do not send money. If you find that your current password is listed in the email, change your passwords from another computer and run virus scans. Delete the email or add it to your spam/junk folder.
The scam: Scammers pose as grandchildren and claim to be in serious trouble, such as in prison or at the hospital. They urgently request money in the form of wired funds or prepaid gift cards. They may also claim that their voice sounds unfamiliar due to injury. After the initial call, they may claim you will be hearing from an attorney or officer.
How to spot the scam: Call your grandchild or family members on known phone numbers to ensure your grandchild is safe.
What to do: Never wire or otherwise send funds unless you can verify the emergency. Take it slow and contact someone you trust.
Bank/financial institution phishing
The scam: You receive an email or phone call claiming to be from a bank. Emails might claim that your account is in danger or has been suspended, or that your card is on hold due to suspicion activity. The email also includes links to phony websites. Phone calls may claim that there has been fraudulent activity involving your account, and the scammers demand personal information about you and your account.
How to spot the scam: Scammers mask their actual identity by changing the sender name to the name of the financial institution. Look at the email address before opening the email. You will often find an account not affiliated with your bank. Similarly, scammers can spoof phone numbers of financial institutions. If you answer a call that appears to be from your bank and they ask for your personal and/or account information, hang up and call your bank directly on a number you trust to verify their attempt to contact you.
What to do: Do not reply to the email or click on any links or attachments included on the message. If you receive a call, hang up the phone. To correspond directly with your bank or financial institution, use verified contact information, such as information listed on your statement.
Don’t get scammed, slow down and follow a plan. SLOW method by the Consumer Assistance Program.
