Placeholder Content Image

How an AI grandma is combating phone scams

<p>Fraudsters frequently target the elderly for scams, so one company took matters into their own hands and created an AI grandmother who tricks phone scammers. </p> <p>At first glance Daisy looks like every other grandmother, with hobbies like knitting, a cat named Fluffy and loves talking about her family among other things. However, the AI chatbot is designed to trick phone scammers into thinking they are speaking to a real person. </p> <p>The AI, created by British mobile phone company O2, is designed to combat fraud, and while Daisy doesn't intercept any calls, she has a list of phone numbers used by UK scammers. </p> <p>Daisy's mission “is to talk with fraudsters and waste as much of their time as possible with human-like rambling chat to keep them away from real people,” the company said in a statement unveiling Daisy earlier this month. </p> <p>Her tactics have kept “numerous fraudsters on calls for 40 minutes at a time." </p> <p>Developed in partnership with London advertising agency VCCP, Daisy uses a custom language model to hold autonomous conversations with scam callers in real time. </p> <p>Her voice was modelled on a staff member's grandmother. </p> <p>“Whilst anyone can be a victim of a scam, criminal fraud gangs often target the elderly so we leaned into scammers’ own biases to create an AI granny based on a real relative of a VCCP employee,”  the agency said in a statement. </p> <p>“Over the course of many hours of scam calls she’s told meandering stories of her family, talked at length about her passion for knitting and provided false personal information including made-up bank details.”</p> <p>Last year, Virgin Media O2, blocked more than £250 million ($A487.5 million) in suspected fraudulent transactions, which is roughly equivalent to stopping one every two minutes. </p> <p>According to the telecommunications company, Daisy was developed in response to research revealing that the top reason why the British public wouldn’t bait scammers themselves is because they don't want to waste their own time. </p> <p>“With scammers operating full-time call centres specifically to target Brits, we’re urging everyone to remain vigilant,” commented Murray Mackenzie, Virgin Media O2’s director of fraud.</p> <p>Daisy, has "all the time in the world", and the video's unveiling her character, showed just how positive her work has been. </p> <p>“It’s nearly been an hour!” one exasperated scammer said over the phone. </p> <p>Another fraudster said: “I think your profession is bothering people.” </p> <p>The chatbot replied: “I’m just trying to have a little chat.”</p> <p><em>Image: O2</em></p> <p> </p>

Legal

Placeholder Content Image

Home and Away star's urgent scam warning

<p><em>Home and Away</em> star Ethan Browne, best-known for his role as Tane Parata on the show, has issued an urgent warning to fans following an influx of social media accounts impersonating him. </p> <p>The actor took to Instagram to warn fans about people impersonating him online. </p> <p>"Please protect yourselves and don't message anyone who claims to be me," Ethan said.</p> <p>"THEY ARE ALL SCAMS!"</p> <p>He went on to explain that he would never message anyone privately, and his Instagram and personal Facebook page are his only social media accounts. </p> <p>"I would never privately message anyone other than my family and friends," he wrote. </p> <p>"This Instagram and my private Facebook account (for family and friends) are my only social media accounts. Unfortunately I can't control  every false account out there. Please be wise and don't respond to them."</p> <p>Fake Facebook profiles pretending to be actors often pop up on certain fan pages and interact with fans. </p> <p>One fan recalled her experience in one Home and Away Facebook group, saying that a  a fake Ethan profile had reached out to her and started sending private messages, resulting in her blocking him. </p> <p>Another fan said: "I got one from him (supposedly) and I said he was one of my favourite actors on the show next thing, I know he wanted a photo of me and the pennies dropped I was being scammed."</p> <p>"I was scammed [by someone] who I thought was Tane from Home and Away, but it wasn't even him... he was saying he wanted to meet up and go out with me," another fan wrote. </p> <p><em style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen, Ubuntu, Cantarell, 'Open Sans', 'Helvetica Neue', sans-serif;">Image: Seven/ Instagram</em> </p>

Technology

Placeholder Content Image

Are older adults more vulnerable to scams? What psychologists have learned about who’s most susceptible, and when

<div class="theconversation-article-body"><em><a href="https://theconversation.com/profiles/natalie-c-ebner-1527554">Natalie C. Ebner</a>, <a href="https://theconversation.com/institutions/university-of-florida-1392">University of Florida</a> and <a href="https://theconversation.com/profiles/didem-pehlivanoglu-1527551">Didem Pehlivanoglu</a>, <a href="https://theconversation.com/institutions/university-of-florida-1392">University of Florida</a></em></p> <p>About 1 in 6 Americans <a href="https://www.census.gov/library/stories/2023/05/2020-census-united-states-older-population-grew.html">are age 65 or older</a>, and that percentage <a href="https://www.ncoa.org/article/get-the-facts-on-older-americans">is projected to grow</a>. Older adults often hold positions of power, have retirement savings accumulated over the course of their lifetimes, and make important financial and health-related decisions – all of which makes them attractive targets for financial exploitation.</p> <p>In 2021, there were more than 90,000 older victims of fraud, according to the FBI. These cases resulted in <a href="https://www.ic3.gov/Media/PDF/AnnualReport/2021_IC3ElderFraudReport.pdf">US$1.7 billion in losses</a>, a 74% increase compared with 2020. Even so, that may be a significant undercount, since embarrassment or lack of awareness <a href="https://assets.aarp.org/rgcenter/econ/fraud-victims-11.pdf">keeps some victims from reporting</a>.</p> <p><a href="https://ncea.acl.gov/elder-abuse#gsc.tab=0">Financial exploitation</a> represents one of the most common forms of elder abuse. Perpetrators are often individuals in the victims’ inner social circles – family members, caregivers or friends – but can also be strangers.</p> <p>When older adults experience financial fraud, they typically <a href="https://public.tableau.com/app/profile/federal.trade.commission/viz/AgeandFraud/Infographic">lose more money</a> than younger victims. Those losses can have <a href="https://doi.org/10.1057/sj.2012.11">devastating consequences</a>, especially since older adults have limited time to recoup – dramatically reducing their independence, health and well-being.</p> <p>But older adults have been largely neglected in research on this burgeoning type of crime. We are <a href="https://ebnerlab.psych.ufl.edu/natalie-c-ebner-phd/">psychologists who study social cognition</a> and <a href="https://ebnerlab.psych.ufl.edu/didem-pehlivanoglu/">decision-making</a>, and <a href="https://ebnerlab.psych.ufl.edu/">our research lab</a> at the University of Florida is aimed at understanding the factors that shape vulnerability to deception in adulthood and aging.</p> <h2>Defining vulnerability</h2> <p>Financial exploitation involves a variety of exploitative tactics, such as coercion, manipulation, undue influence and, frequently, some sort of deception.</p> <p>The majority of current research focuses on <a href="https://doi.org/10.1002/acp.3052">people’s ability to distinguish between truth and lies</a> during interpersonal communication. However, deception occurs in many contexts – increasingly, over the internet.</p> <p>Our lab conducts laboratory experiments and real-world studies to measure susceptibility under various conditions: investment games, lie/truth scenarios, phishing emails, text messages, fake news and deepfakes – fabricated videos or images that are created by artificial intelligence technology.</p> <p>To study how people respond to deception, we use measures like surveys, brain imaging, behavior, eye movement and heart rate. We also collect health-related biomarkers, such as being a carrier of <a href="https://pubmed.ncbi.nlm.nih.gov/8346443/">gene variants</a> that increase risk for Alzheimer’s disease, to identify individuals with particular vulnerability.</p> <p>And <a href="https://doi.org/10.20900/agmr20230007">our work</a> shows that an older adult’s ability to detect deception is not just about their individual characteristics. It also depends on how they are being targeted.</p> <figure class="align-center zoomable"><a href="https://images.theconversation.com/files/593784/original/file-20240513-16-j9zy1i.png?ixlib=rb-4.1.0&amp;q=45&amp;auto=format&amp;w=1000&amp;fit=clip"><img src="https://images.theconversation.com/files/593784/original/file-20240513-16-j9zy1i.png?ixlib=rb-4.1.0&amp;q=45&amp;auto=format&amp;w=754&amp;fit=clip" sizes="(min-width: 1466px) 754px, (max-width: 599px) 100vw, (min-width: 600px) 600px, 237px" srcset="https://images.theconversation.com/files/593784/original/file-20240513-16-j9zy1i.png?ixlib=rb-4.1.0&amp;q=45&amp;auto=format&amp;w=600&amp;h=339&amp;fit=crop&amp;dpr=1 600w, https://images.theconversation.com/files/593784/original/file-20240513-16-j9zy1i.png?ixlib=rb-4.1.0&amp;q=30&amp;auto=format&amp;w=600&amp;h=339&amp;fit=crop&amp;dpr=2 1200w, https://images.theconversation.com/files/593784/original/file-20240513-16-j9zy1i.png?ixlib=rb-4.1.0&amp;q=15&amp;auto=format&amp;w=600&amp;h=339&amp;fit=crop&amp;dpr=3 1800w, https://images.theconversation.com/files/593784/original/file-20240513-16-j9zy1i.png?ixlib=rb-4.1.0&amp;q=45&amp;auto=format&amp;w=754&amp;h=426&amp;fit=crop&amp;dpr=1 754w, https://images.theconversation.com/files/593784/original/file-20240513-16-j9zy1i.png?ixlib=rb-4.1.0&amp;q=30&amp;auto=format&amp;w=754&amp;h=426&amp;fit=crop&amp;dpr=2 1508w, https://images.theconversation.com/files/593784/original/file-20240513-16-j9zy1i.png?ixlib=rb-4.1.0&amp;q=15&amp;auto=format&amp;w=754&amp;h=426&amp;fit=crop&amp;dpr=3 2262w" alt="A figure with two circles and an arrow between them. One circle shows icons that symbolize individual susceptibility to deception -- like a brain, and a walking cane -- while the other has icons of types of deception, like mail or a text message." /></a><figcaption><span class="caption">Vulnerability depends not only on the person, but also the type of fraud being used.</span> <span class="attribution"><span class="source">Natalie Ebner and Didem Pehlivanoglu</span></span></figcaption></figure> <h2>Individual risk factors</h2> <p>Better cognition, social and emotional capacities, and brain health are all associated with less susceptibility to deception.</p> <p>Cognitive functions, such as how quickly our brain processes information and how well we remember it, <a href="https://doi.org/10.1177/1745691619827511">decline with age</a> and impact decision-making. For example, among people around 70 years of age or older, declines in analytical thinking are associated with <a href="https://doi.org/10.1037/xap0000426">reduced ability to detect false news stories</a>.</p> <p>Additionally, low memory function in aging is associated with <a href="https://doi.org/10.1093/geronb/gby036">greater susceptibility to email phishing</a>. Further, according to recent <a href="https://osf.io/preprints/osf/6f2y9">research</a>, this correlation is specifically pronounced among older adults who carry a gene variant that is a genetic risk factor for developing Alzheimer’s disease later in life. Indeed, some research suggests that greater financial exploitability may serve as <a href="https://doi.org/10.1016/j.neubiorev.2022.104773">an early marker</a> of disease-related cognitive decline.</p> <p>Social and emotional influences are also crucial. Negative mood can enhance somebody’s ability to detect lies, while <a href="https://doi.org/10.1037/xap0000426">positive mood in very old</a> age can impair a person’s ability to detect fake news.</p> <p>Lack of support and loneliness exacerbate susceptibility to deception. Social isolation during the COVID-19 pandemic has led to <a href="https://doi.org/10.1093/gerona/glaa077">increased reliance on online platforms</a>, and older adults with lower digital literacy are <a href="https://doi.org/10.1093/geront/gnac188">more vulnerable to fraudulent emails and robocalls</a>.</p> <p>Finally, an individual’s brain and body responses play a critical role in susceptibility to deception. One important factor is <a href="https://doi.org/10.1016/j.tins.2020.10.007">interoceptive awareness</a>: the ability to accurately read our own body’s signals, like a “gut feeling.” This awareness is correlated with <a href="https://doi.org/10.1093/geroni/igad104.3714">better lie detection</a> in older adults.</p> <p>According to <a href="https://doi.org/10.1093/gerona/glx051">a first study</a>, financially exploited older adults had a significantly smaller size of insula – a brain region key to integrating bodily signals with environmental cues – than older adults who had been exposed to the same threat but avoided it. Reduced insula activity is also related to greater difficulty <a href="https://doi.org/10.1073/pnas.1218518109">picking up on cues</a> that make someone appear less trustworthy.</p> <h2>Types of effective fraud</h2> <p>Not all deception is equally effective on everyone.</p> <p><a href="https://doi.org/10.1145/3336141">Our findings</a> show that email phishing that relies on reciprocation – people’s tendency to repay what another person has provided them – was more effective on older adults. Younger adults, on the other hand, were more likely to fall for phishing emails that employed scarcity: people’s tendency to perceive an opportunity as more valuable if they are told its availability is limited. For example, an email might alert you that a coin collection from the 1950s has become available for a special reduced price if purchased within the next 24 hours.</p> <p>There is also evidence that as we age, we have greater difficulty detecting the “wolf in sheep’s clothing”: someone who appears trustworthy, but is not acting in a trustworthy way. In <a href="https://doi.org/10.1038/s41598-023-50500-x">a card-based gambling game</a>, we found that compared with their younger counterparts, older adults are more likely to select decks presented with trustworthy-looking faces, even though those decks consistently resulted in negative payouts. Even after learning about untrustworthy behavior, older adults showed greater difficulty overcoming their initial impressions.</p> <h2>Reducing vulnerability</h2> <p>Identifying who is especially at risk for financial exploitation in aging is crucial for preventing victimization.</p> <p>We believe interventions should be tailored, instead of a one-size-fits-all approach. For example, perhaps machine learning algorithms could someday determine the most dangerous types of deceptive messages that certain groups encounter – such as in text messages, emails or social media platforms – and provide on-the-spot warnings. Black and Hispanic consumers are <a href="https://www.ftc.gov/system/files/documents/reports/combating-fraud-african-american-latino-communities-ftcs-comprehensive-strategic-plan-federal-trade/160615fraudreport.pdf">more likely to be victimized</a>, so there is also a dire need for interventions that resonate with their communities.</p> <p>Prevention efforts would benefit from taking a holistic approach to help older adults reduce their vulnerability to scams. Training in <a href="https://doi.org/10.1007/s40520-019-01259-7">financial, health</a> and <a href="https://www.nature.com/articles/s41598-022-08437-0.pdf">digital literacy</a> are important, but so are programs to <a href="https://doi.org/10.1186/s12889-021-10363-1">address loneliness</a>.</p> <p>People of all ages need to keep these lessons in mind when interacting with online content or strangers – but not only then. Unfortunately, financial exploitation often comes from individuals close to the victim.<!-- Below is The Conversation's page counter tag. Please DO NOT REMOVE. --><img style="border: none !important; box-shadow: none !important; margin: 0 !important; max-height: 1px !important; max-width: 1px !important; min-height: 1px !important; min-width: 1px !important; opacity: 0 !important; outline: none !important; padding: 0 !important;" src="https://counter.theconversation.com/content/227991/count.gif?distributor=republish-lightbox-basic" alt="The Conversation" width="1" height="1" /><!-- End of code. If you don't see any code above, please get new code from the Advanced tab after you click the republish button. The page counter does not collect any personal data. More info: https://theconversation.com/republishing-guidelines --></p> <p><a href="https://theconversation.com/profiles/natalie-c-ebner-1527554"><em>Natalie C. Ebner</em></a><em>, Professor of Psychology, <a href="https://theconversation.com/institutions/university-of-florida-1392">University of Florida</a> and <a href="https://theconversation.com/profiles/didem-pehlivanoglu-1527551">Didem Pehlivanoglu</a>, Postdoctoral Researcher, Psychology, <a href="https://theconversation.com/institutions/university-of-florida-1392">University of Florida</a></em></p> <p><em>Image credits: Shutterstock</em></p> <p><em>This article is republished from <a href="https://theconversation.com">The Conversation</a> under a Creative Commons license. Read the <a href="https://theconversation.com/are-older-adults-more-vulnerable-to-scams-what-psychologists-have-learned-about-whos-most-susceptible-and-when-227991">original article</a>.</em></p> </div>

Money & Banking

Placeholder Content Image

Could a recent ruling change the game for scam victims? Here’s why the banks will be watching closely

<div class="theconversation-article-body"><em><a href="https://theconversation.com/profiles/jeannie-marie-paterson-6367">Jeannie Marie Paterson</a>, <a href="https://theconversation.com/institutions/the-university-of-melbourne-722">The University of Melbourne</a> and <a href="https://theconversation.com/profiles/nicola-howell-1160247">Nicola Howell</a>, <a href="https://theconversation.com/institutions/queensland-university-of-technology-847">Queensland University of Technology</a></em></p> <p>In Australia, it’s scam victims who foot the bill for the overwhelming majority of the money lost to scams each year.</p> <p>A 2023 <a href="https://download.asic.gov.au/media/mbhoz0pc/rep761-published-20-april-2023.pdf">review</a> by the Australian Securities and Investments Commission (ASIC) found banks detected and stopped only a small proportion of scams. The total amount banks paid in compensation paled in comparison to total losses.</p> <p>So, it was a strong statement this week when it was revealed the Australian Financial Conduct Authority (AFCA) had <a href="https://my.afca.org.au/searchpublisheddecisions/kb-article/?id=f9f8941f-7379-ef11-ac20-000d3a6acbb4">ordered</a> a bank – HSBC – to compensate a customer who lost more than $47,000 through a sophisticated bank impersonation or “spoofing” scam.</p> <p>This decision was significant. An AFCA determination is binding on the relevant bank or other financial institution, which has <a href="https://www.afca.org.au/make-a-complaint#:%7E:text=Any%20determinations%20we%20make%20are,service%20is%20free%20to%20access">no direct right of appeal</a>. It could have implications for the way similar cases are treated in future.</p> <p>The ruling comes amid a broader push for sector-wide reforms to give banks more responsibility for <a href="https://www.fico.com/blogs/detection-prevention-tackling-scams-every-angle">detecting</a>, deterring and responding to scams, as opposed to simply telling customers to be “more careful”.</p> <p>Here’s what you should know about this landmark ruling, and what it might mean for consumers.</p> <h2>A highly sophisticated ‘spoofing’ scam</h2> <p>You might be familiar with “push payment” scams that trick the victim into paying money to a dummy account. These include the “<a href="https://www.acma.gov.au/articles/2024-01/scam-alert-re-emergence-hi-mum-scam">mum I’ve lost my phone</a>” scam and some <a href="https://www.scamwatch.gov.au/types-of-scams/online-dating-and-romance-scams">romance</a> scams.</p> <p>The <a href="https://www.smh.com.au/national/dragged-kicking-and-screaming-banking-giant-loses-battle-against-scam-victim-20241015-p5kide.html">recent case</a> concerned an equally noxious “bank impersonation” or “spoofing” scam. The complainant – referred to as “Mr T” – was tricked into giving the scammer access to his HSBC account, from which an unauthorised payment was made.</p> <p>The scammer sent Mr T a text message, purportedly asking him to investigate an attempted Amazon transaction.</p> <p>In an effort to respond to the (fake) unauthorised Amazon purchase, Mr T revealed security passcodes to the scammer, enabling them to transfer $47,178.54 from his account and disappear with it.</p> <p>The fact Mr T was dealing with scammers was far from obvious – scammers had information about him one might reasonably expect only a bank would know, such as his bank username.</p> <p>On top of this, the scam text message appeared in a thread of other legitimate text messages that had previously been sent by the real HSBC.</p> <h2>AFCA’s ruling</h2> <p>HSBC argued to AFCA that having to pay compensation should be ruled out under the <a href="https://download.asic.gov.au/media/lloeicwb/epayments-code-published-02-june-2022.pdf">ePayments Code</a>, a voluntary code of practice administered by ASIC.</p> <p>Under this code, a bank is not required to compensate a customer for an unauthorised payment if that customer has disclosed their passcode. The bank argued the complainant had voluntarily disclosed these codes to the scammer, meaning the bank didn’t need to pay.</p> <p>AFCA disagreed. It noted the very way the scam had worked was by creating a sense of urgency and crisis. AFCA considered that the complainant had been manipulated into disclosing the passcodes and had not acted voluntarily.</p> <p>AFCA awarded compensation covering the vast majority of the disputed transaction amount, lost interest charged to a home loan account, and $5,000 towards Mr T’s legal costs.</p> <p>It also ordered the bank to pay compensation of $1,000 for poor customer service in dealing with the matter, including communication delays.</p> <h2>Other cases may be more complex</h2> <p>In this case, the determination was relatively straightforward. It found Mr T had not voluntarily disclosed his account information, so was not excluded from being compensated under the ePayments Code.</p> <p>However, many payment scams fall outside the ePayments Code because they involve the customer directly sending money to the scammer (as opposed to the scammer accessing the customer’s account). That means there is no code to direct compensation.</p> <p>Still, AFCA’s jurisdiction is broader than merely applying a code. In considering compensation for scam losses, AFCA must consider what is “fair in all the circumstances”. This means taking into account:</p> <ul> <li>legal principles</li> <li>applicable industry codes</li> <li>good industry practice</li> <li>previous AFCA decisions.</li> </ul> <p>Relevant factors might well include whether the bank was proactive in responding to known scams, as well as the challenges for individual customers in identifying scams.</p> <h2>Broader reforms are on the way</h2> <p>At the heart of this determination by AFCA is a recognition that, increasingly, detecting sophisticated scams can be next to impossible for customers, which can mean they don’t act voluntarily in making payments to scammers.</p> <p>Similar reasoning has informed a range of recent reform initiatives that put more responsibility for detecting and responding to scams on the banks, rather than their customers.</p> <p>In 2023, Australia’s banking sector committed to a new “<a href="https://www.ausbanking.org.au/scam-safe-accord/">Scam-Safe Accord</a>”. This is a commitment to implement new measures to protect customers, including a confirmation of payee service, delays for new payments, and biometric identity checks for new accounts.</p> <p>Changes on the horizon could be more ambitious and significant.</p> <p>The proposed <a href="https://treasury.gov.au/consultation/c2024-573813">Scams Prevention Framework</a> legislation would require Australian banks, telcos and <a href="https://pursuit.unimelb.edu.au/articles/accc-vs-big-tech-round-10-and-counting">digital platforms</a> to take reasonable steps to prevent, detect, report, disrupt and respond to scams.</p> <p>It would also include a compulsory external dispute resolution process, like AFCA’s, for consumers seeking compensation for when any of these institutions fail to comply.</p> <p>Addressing scams is not just an Australian issue. In the United Kingdom, newly introduced <a href="https://www.bbc.com/news/articles/cy94vz4zd7zo">rules</a> make paying and receiving banks responsible for compensating customers, for scam losses up to £85,000 (A$165,136), unless the customer is grossly negligent.<!-- Below is The Conversation's page counter tag. Please DO NOT REMOVE. --><img style="border: none !important; box-shadow: none !important; margin: 0 !important; max-height: 1px !important; max-width: 1px !important; min-height: 1px !important; min-width: 1px !important; opacity: 0 !important; outline: none !important; padding: 0 !important;" src="https://counter.theconversation.com/content/241558/count.gif?distributor=republish-lightbox-basic" alt="The Conversation" width="1" height="1" /><!-- End of code. If you don't see any code above, please get new code from the Advanced tab after you click the republish button. The page counter does not collect any personal data. More info: https://theconversation.com/republishing-guidelines --></p> <p><em><a href="https://theconversation.com/profiles/jeannie-marie-paterson-6367">Jeannie Marie Paterson</a>, Professor of Law, <a href="https://theconversation.com/institutions/the-university-of-melbourne-722">The University of Melbourne</a> and <a href="https://theconversation.com/profiles/nicola-howell-1160247">Nicola Howell</a>, Senior lecturer, <a href="https://theconversation.com/institutions/queensland-university-of-technology-847">Queensland University of Technology</a></em></p> <p><em>Image credits: Shutterstock </em></p> <p><em>This article is republished from <a href="https://theconversation.com">The Conversation</a> under a Creative Commons license. Read the <a href="https://theconversation.com/could-a-recent-ruling-change-the-game-for-scam-victims-heres-why-the-banks-will-be-watching-closely-241558">original article</a>.</em></p> </div>

Money & Banking

Placeholder Content Image

The good, the bad and the awful – how businesses reacts to online reviews

<div class="theconversation-article-body"> <p><em><a href="https://theconversation.com/profiles/mina-tajvidi-1192090">Mina Tajvidi</a>, <a href="https://theconversation.com/institutions/queen-mary-university-of-london-1745">Queen Mary University of London</a>; <a href="https://theconversation.com/profiles/nick-hajli-1426223">Nick Hajli</a>, <a href="https://theconversation.com/institutions/loughborough-university-1336">Loughborough University</a>, and <a href="https://theconversation.com/profiles/tahir-m-nisar-1050021">Tahir M. Nisar</a>, <a href="https://theconversation.com/institutions/university-of-southampton-1093">University of Southampton</a></em></p> <p>Every day travellers across the globe are flocking to popular destinations, eager to relax and create memories.</p> <p>Alongside packing and planning, many turn to online reviews to choose the perfect hotel, restaurant, or activity. These reviews, often shared enthusiastically or with a hint of frustration, play a key role in shaping our experiences. But what happens to these reviews once they are posted? Do businesses truly read them, and if so, do they make changes based on customer feedback?</p> <p>The short answer is yes, businesses do read reviews and often act on them. In fact, for many, it’s a crucial part of their <a href="https://www.sciencedirect.com/science/article/abs/pii/S004016252100384X">customer engagement strategy</a>. Reviews offer a treasure trove of insights, from customer satisfaction and service quality to product usability and pricing perceptions. But beyond the numbers and star ratings, reviews provide a story of the customer experience that can highlight strengths and reveal weaknesses.</p> <p>Businesses, particularly in competitive industries like hospitality, often have dedicated teams or <a href="https://broadly.com/blog/reputation-management-tools/">software tools</a> to monitor reviews across platforms like Tripadvisor, Google, and Yelp. These tools can aggregate reviews, analyse sentiments, and even benchmark against competitors.</p> <p>For example, a hotel chain may use these insights to identify common themes in guest feedback, such as complaints about check-in delays or praises for room cleanliness. By doing so, they can prioritise issues and respond effectively.</p> <p>However, reading reviews is just the beginning. The real value lies in how businesses respond to them, and whether they take actionable steps to address the feedback. In many cases, customer reviews have become catalysts for change. For instance, a recurring complaint about outdated decor might prompt a hotel to refurbish its rooms. Similarly, consistent praise for a friendly staff member can lead to rewards or recognition programmes, boosting employee morale and enhancing the overall guest experience.</p> <p><a href="https://ieeexplore.ieee.org/document/10614398">Some businesses</a> go a step further by engaging directly with reviewers. This engagement can take various forms, from public responses thanking customers for their feedback to private messages addressing specific concerns. <a href="https://www.emerald.com/insight/content/doi/10.1108/ITP-09-2018-0415/full/html">Such interactions</a> not only show that a business values its customers, but also humanises the brand, fostering trust and loyalty. A well-handled response to a negative review can even turn a dissatisfied customer into a loyal advocate.</p> <h2>The role of negative reviews</h2> <p>Negative reviews, while often dreaded by businesses, are an essential component of the feedback process. They provide honest, often blunt insights into what went wrong and where improvements are needed. For instance, during the holiday season, a restaurant might receive complaints about long wait times or underwhelming festive menus. Instead of viewing these reviews as setbacks, savvy businesses see them as opportunities to refine their offerings and enhance customer satisfaction.</p> <p>In some cases, businesses have <a href="https://ieeexplore.ieee.org/document/10614398">used negative reviews</a> as a springboard for innovation. A restaurant receiving feedback about limited vegetarian options might introduce new menu items, attracting a broader clientele and boosting sales. Similarly, a hotel criticised for lack of amenities might invest in additional facilities, improving its appeal and competitiveness.</p> <p>As technology evolves, the landscape of customer reviews and business responses is also changing. The rise of artificial intelligence and machine learning that uses algorithms has made it easier for businesses to analyse vast amounts of feedback and identify trends quickly. This capability allows for more proactive responses, with businesses anticipating issues before they become widespread problems.</p> <p>Moreover, the increasing use of video and photo reviews adds a new dimension to customer feedback. <a href="https://www.emerald.com/insight/content/doi/10.1108/JPBM-01-2019-2194/full/html?casa_token=adZDhhc3f0IAAAAA:7jPn1_y31gfB4BjJjLdl8QnnFixO3XCEOKbtemd0N2vhh_UCEHa1vjisRj3X3K1iw7UIRL1yylJGN6CCqPbW1Bs4CoSto1x0M1ntb_RtD7z-ZXHzj7Q">Visual reviews</a> can provide a more vivid portrayal of experiences, from showcasing a beautifully plated dish to highlighting a less-than-sparkling pool.</p> <p>Businesses are adapting to this trend by incorporating user-generated content into their marketing strategies, showcasing real-life customer experiences to attract new clients.</p> <p>However, the rise of fake reviews is a growing concern. In 2023, the popular travel website Tripadvisor <a href="https://www.tripadvisor.com/TransparencyReport2023#group-section-Fake-Reviews-HZjJZOxSZ4">saw an overwhelming influx</a> of user-generated content, with over 30 million reviews, however, amid this vast pool of feedback, 1.3 million reviews were flagged as fraudulent and subsequently removed.</p> <p>In the end, customer reviews are not just fleeting opinions left in the digital atmosphere. They are valuable conversations between businesses and their customers. For businesses, reviews offer an opportunity to understand their clients’ needs, address concerns, and celebrate successes. That is why businesses like <a href="https://www.aboutamazon.com/news/policy-news-views/how-ai-spots-fake-reviews-amazon">Amazon are using AI</a> to manage the reviews.</p> <p>By reading, responding, and, most importantly, acting on reviews, businesses can foster a loyal customer base and continually improve their offerings. So, the next time you leave a review, remember that someone is listening, and your words may just be the catalyst for positive change.<!-- Below is The Conversation's page counter tag. Please DO NOT REMOVE. --><img style="border: none !important; box-shadow: none !important; margin: 0 !important; max-height: 1px !important; max-width: 1px !important; min-height: 1px !important; min-width: 1px !important; opacity: 0 !important; outline: none !important; padding: 0 !important;" src="https://counter.theconversation.com/content/236194/count.gif?distributor=republish-lightbox-basic" alt="The Conversation" width="1" height="1" /><!-- End of code. If you don't see any code above, please get new code from the Advanced tab after you click the republish button. The page counter does not collect any personal data. More info: https://theconversation.com/republishing-guidelines --></p> <p><em><a href="https://theconversation.com/profiles/mina-tajvidi-1192090">Mina Tajvidi</a>, Lecturer in Digital Marketing, <a href="https://theconversation.com/institutions/queen-mary-university-of-london-1745">Queen Mary University of London</a>; <a href="https://theconversation.com/profiles/nick-hajli-1426223">Nick Hajli</a>, AI Strategist and Professor of Digital Strategy, <a href="https://theconversation.com/institutions/loughborough-university-1336">Loughborough University</a>, and <a href="https://theconversation.com/profiles/tahir-m-nisar-1050021">Tahir M. Nisar</a>, Professor of Strategy and Economic Organisation, <a href="https://theconversation.com/institutions/university-of-southampton-1093">University of Southampton</a></em></p> <p><em>Image credits: Shutterstock </em></p> <p><em>This article is republished from <a href="https://theconversation.com">The Conversation</a> under a Creative Commons license. Read the <a href="https://theconversation.com/the-good-the-bad-and-the-awful-how-business-reacts-to-online-reviews-236194">original article</a>.</em></p> </div>

Travel Trouble

Placeholder Content Image

"This is horrific": Queen icon calls out convincing scam

<p>Brian May has spoken out after becoming the target of a dangerous scam, urging people to be careful online. </p> <p>The guitarist of iconic rock band Queen was made aware of the scam by a fan, who sent him the TikTok of what seems to be May himself offering concert tickets at a discount. </p> <p>The video, which is actually AI-generated and has nothing to do with May or with Queen, shows the rockstar offering music fans the chance to see a concert from backstage. </p> <p>“I hope you’re all well out there,” says the fake Brian May in the video. “Some good news. Backstage tickets for my next show in your cities are now going for only $800, which were previously $2000. I’m only selecting 10 people in the comments, so if you’re ready to make payment, comment, ‘ready’.”</p> <p>May responded to the post publicly, sharing his horror and anger with fans over the “creepy” video, saying, “My God. This is horrific.”</p> <p>“I suppose this is now so easy to do – and there are always people who will sink to any depths to try to make a quick buck. Disgusting.”</p> <p>He continued, “Thanks for the alert dear (TikTok username) stereojazz. I’ve alerted our team and hopefully we can squash this.”</p> <p>Fans were quick to comment that they had almost been fooled by the convincing video. </p> <p>“That they abuse your beautiful personality for this scam hurts even more and is really scary. I hate it,” commented one. </p> <p>“It is insanely terrifying what AI can do these days,” wrote another.</p> <p><em>Image credits: TikTok</em></p>

Legal

Placeholder Content Image

Readers response: How do you feel about online shopping compared to traditional in-store shopping?

<p>When it comes to shopping for things we want and need, many people have a preference over whether they shop in a physical store or online. </p> <p>We asked our readers which they prefer when shopping for food, clothes or anything else their hearts desire, and the response was overwhelming. Here's what they said.</p> <p><strong>Ellen Polsen</strong> - Why would one buy online? I like to feel and see the things I purchase, particularly garments, as fabrics today are mostly rubbish.</p> <p><strong>Jennie Craven</strong> - I do a little of each. But usually use stores that I know or brands where the sizing is correct for me. I always use a payment system that I understand. </p> <p><strong>Gail Ladds</strong> - I love online shopping! I often forget that I’ve bought something then get a nice surprise when it arrives lol.</p> <p><strong>Debra Coats</strong> - Online is okay when you cant go to the store. I did online shopping for about 8 months after open heart surgery but when i was given the all clear to shop and drive, I was in my element as its a moment of getting out of the house and seeing others around me.</p> <p><strong>Karen Peardon</strong> - I have done some online shopping (mainly craft supplies) only because I have been very ill for months but I love in-store shopping more. Retail therapy!!</p> <p><strong>Christine Whyte</strong> - Have not and will not ever do it, very old school and too wary of the dangers out there, besides I like getting out and choosing for myself.</p> <p><strong>Helga Bonello</strong> - I like to see feel and touch products before I buy. Online scammers are a worry, besides we need a reason to go out and be sociable.</p> <p><strong>Olimpia Palumbo</strong> - My family does on line shopping and usually end up with the worst fruit and sometimes the wrong items.</p> <p><em>Image credits: Shutterstock </em></p>

Money & Banking

Placeholder Content Image

Romance fraud doesn’t only happen online – it can turn into real-world deception

<div class="theconversation-article-body"><em><a href="https://theconversation.com/profiles/cassandra-cross-122865">Cassandra Cross</a>, <a href="https://theconversation.com/institutions/queensland-university-of-technology-847">Queensland University of Technology</a></em></p> <p>We often think of fraudsters as people on the opposite side of the world. They will manipulate and exploit victims through words on a computer screen, or loving messages through the phone. But romance fraud can also happen in person, with the fraudster sleeping in the bed beside you.</p> <p>This was the circumstance Australian writer Stephanie Wood found herself in. It’s also the basis for the new <a href="https://www.paramountanz.com.au/news/fake-breaks-subscription-and-streaming-records-on-paramount/">television series Fake</a>, currently screening on Paramount+. A dramatisation of Wood’s powerful memoir by the same name, the series outlines the many lies and betrayals of an intimate relationship.</p> <p>It’s a brutal insight into the world of deception which characterises romance fraud.</p> <h2>When love hurts</h2> <p>Romance fraud (or romance scams) is what it sounds like – offenders use the guise of a relationship to gain a financial reward. In most cases, it’s through the direct transfer of money from the victim, but it can also be through using personal credentials to commit identity crimes.</p> <p>From the outside, it’s hard to understand how romance fraud is so effective. However, <a href="https://eprints.qut.edu.au/233966/">research has documented</a> the range of grooming techniques, social engineering tactics and methods of psychological abuse deployed by offenders. Offenders know exactly what to do and say to gain the compliance of their victim.</p> <hr /> <hr /> <p>Offenders target a person’s vulnerability and work hard to build strong levels of trust. There are endless calls, texts and emails that create a bond. Then follows the inevitable “crisis”, whereby the offender needs money urgently for a health emergency, criminal justice situation, business need or even a <a href="https://www.accc.gov.au/media-release/romance-baiting-scams-on-the-rise">cryptocurrency investment</a> opportunity.</p> <p>For many, this can result in ongoing payments and substantial losses. Over <a href="https://www.accc.gov.au/about-us/publications/serial-publications/targeting-scams-reports-on-scams-activity/targeting-scams-report-of-the-accc-on-scams-activity-2023">A$200 million</a> was reported lost by Australians to this fraud type in 2023, but this is likely a gross underestimation of actual figures. It also doesn’t capture the many <a href="https://www.aic.gov.au/sites/default/files/2020-05/29-1314-FinalReport.pdf">non-financial harms</a>, including physical and emotional declines in wellbeing.</p> <p>When the relationship finally ends, it’s too late. The money is gone, the extent of the deception is laid bare, and recovery from the heartache and loss is a constant battle.</p> <p>There is a well-documented “<a href="https://journals.sagepub.com/doi/full/10.1177/1748895815603773">double hit</a>” of victimisation, with individuals needing to grieve the relationship as well as any financial losses.</p> <h2>Seeing is not believing</h2> <p>There are countless incidents of romance fraud where the offender and victim never meet: the deception takes place entirely online. But it’s important to know fraudsters also operate in person.</p> <p>Wood’s memoir details an extraordinary level of lies and dishonesty presented to her throughout her relationship. Stories that laid the groundwork for later fabrications. Stories that were deliberate and calculated in how they were used to gain her trust, and later used against her.</p> <p>The motivations of these real-world deceivers are not always straightforward. Often it’s about money, but not always. For Wood, not being asked for money allayed potential suspicions, but it didn’t reduce her feelings of loss and emotional devastation upon discovering the extent of the lies.</p> <figure><iframe src="https://www.youtube.com/embed/K_1Akqhjy6M?wmode=transparent&amp;start=0" width="440" height="260" frameborder="0" allowfullscreen="allowfullscreen"></iframe></figure> <p>Wood is by no means alone in her experience. Marketing executive Tracy Hall endured a similarly sophisticated and all-encompassing level of deceit in her relationship with <a href="https://www.theguardian.com/australia-news/2019/jun/20/conman-hamish-mclaren-jailed-for-up-to-16-years-after-swindling-76m-from-victims">convicted conman Hamish McLaren</a> (known to her as Max Tavita).</p> <p>In her book, <a href="https://tracyhall.com.au/the-last-victim">The Last Victim</a>, Hall recounts snippets of their daily lives over a 16-month period, with McLaren portraying himself as a successful professional in finance. His mail was addressed to Max Tavita and his phone conversations were with real people. Yet his whole identity and the world he represented to Hall was a complete fabrication.</p> <p>The experiences of Wood and Hall highlight the sheer depth of elaborate deception that can be perpetrated in an intimate relationship. Critically, it highlights romance fraud isn’t relegated to an online environment.</p> <h2>How can we prevent romance fraud?</h2> <p>There is an overwhelming amount of <a href="https://eprints.qut.edu.au/83702/">shame and stigma</a> associated with romance fraud. The dynamics of these deceptive relationships are misunderstood, and this perpetuates negative stereotypes and a discourse of victim blaming, even from friends and family.</p> <p>In hindsight, the warning signs might seem obvious, but fraudsters tend to effectively disguise these in real time and deploy deliberate tactics to overcome any suspicion.</p> <p>We must all create a culture that empowers victims to come forward to raise awareness. This isn’t intended to create fear or anxiety, but to normalise the threat fraud poses, and to allow for difficult conversations if it happens. Ongoing silence from victims only favours the offender.</p> <h2>How to protect yourself from romance fraud</h2> <p>It’s inevitable we’ll continue to swipe right in our efforts to find love. But keep a healthy level of scepticism and an open dialogue with family and friends in any quest for a new relationship.</p> <p>Don’t be afraid to conduct your own searches of people, places and situations presented to you in a relationship. There is a memorable moment in Fake where the protagonist refutes her friend’s offer of assistance, saying “this is a love story not an investigation”. Sadly, sometimes an investigation is necessary.</p> <p>No matter what the circumstance or the person, think carefully before sending any money. Only give what you are willing to lose.</p> <p>Deception comes in many forms. We must recognise it for what it is, and the impact it has on victims. But we must also not give into those who lie, and let them define who we are or dictate our ability to trust.</p> <p><em>If you or someone you know has been a victim of romance fraud, you can report it to <a href="https://www.cyber.gov.au/report-and-recover/report">ReportCyber</a>. For support, contact <a href="https://www.idcare.org/">iDcare</a>. For prevention advice, consult <a href="https://www.scamwatch.gov.au/">Scamwatch</a>.</em><!-- Below is The Conversation's page counter tag. Please DO NOT REMOVE. --><img style="border: none !important; box-shadow: none !important; margin: 0 !important; max-height: 1px !important; max-width: 1px !important; min-height: 1px !important; min-width: 1px !important; opacity: 0 !important; outline: none !important; padding: 0 !important;" src="https://counter.theconversation.com/content/237653/count.gif?distributor=republish-lightbox-basic" alt="The Conversation" width="1" height="1" /><!-- End of code. If you don't see any code above, please get new code from the Advanced tab after you click the republish button. The page counter does not collect any personal data. More info: https://theconversation.com/republishing-guidelines --></p> <p><a href="https://theconversation.com/profiles/cassandra-cross-122865"><em>Cassandra Cross</em></a><em>, Associate Dean (Learning &amp; Teaching) Faculty of Creative Industries, Education and Social Justice, <a href="https://theconversation.com/institutions/queensland-university-of-technology-847">Queensland University of Technology</a></em></p> <p><em>Image credits: Shutterstock</em></p> <p><em>This article is republished from <a href="https://theconversation.com">The Conversation</a> under a Creative Commons license. Read the <a href="https://theconversation.com/romance-fraud-doesnt-only-happen-online-it-can-turn-into-real-world-deception-237653">original article</a>.</em></p> </div>

Legal

Placeholder Content Image

New support system helps older Aussies who have fallen victim to scams

<p>A new support system has been set up to help vulnerable older Australians who have fallen victim to dangerous scams. </p> <p>With millions of Aussies targeted every year, many of these targets are elderly with 30 percent of victims hesitant to come forward because they are too embarrassed to admit what's happened to them.</p> <p>One such victim, 86-year-old Mary, said she was humiliated after falling for a scam saying she is old enough to know better. </p> <p>"It serves me right, I shouldn't have been so trusting," she said.</p> <p>"You blame yourself and you don't really want to tell people how stupid you are, so you think, 'Well, I'll just have to bear it'."</p> <p>Mary was scammed when she received a call from a man pretending to be a technician, saying he needed access to her computer to resolve a problem in her area. </p> <p>Step by step, the "technician" got Mary to log-in and give him complete access to her entire online identification, completely cleaning her out of $20,000 in savings.</p> <p>This is why <a title="ID Support NSW" href="https://www.nsw.gov.au/id-support-nsw" target="_blank" rel="noopener">ID Support NSW</a> is now offering a free service to help older Australians be able to protect themselves online and spot suspicious activity.</p> <p>"The most common scams are romance and impersonation scams, where people pretend to be someone they're not," ID Support NSW's Jacqueline Wilson told <em><a href="https://9now.nine.com.au/today/scam-awareness-week-id-support-nsw-offering-free-help-for-older-australians/20d3f8d6-fe32-4b1d-af32-294e47f4412d" target="_blank" rel="noopener">Today</a></em>.</p> <p>"Most start with a text or call and once someone responds or engages, they usually end up losing money."</p> <p>Jacqueline said the best thing you could do if you even suspect a scammer was to just hang up the phone, saying, "You don't need to indulge them, you don't need to be polite, you don't need to engage in a long conversation."</p> <p><em>Image credits: Today</em> </p>

Legal

Placeholder Content Image

Readers response: What are your thoughts on online dating or dating apps for seniors?

<p>When it comes to dating, there are many ways people find their perfect person, and for many that happens online. </p> <p>We asked our readers what their thoughts are on an online dating app for seniors, and the responses were overwhelming. Here's what they said. </p> <p><strong>Kristeen Bon</strong> - I tried it for a bit, but found the men to be so unrealistic in their expectations. What they say they want and what they REALLY want are poles apart.</p> <p><strong>Helen Smith</strong> - It works great but men really need to look in a mirror now and then.</p> <p><strong>Sue Rowley</strong> - Personally, I’m happy on my own, but if you’re looking for a partner where else is there to meet someone? Pub, supermarket, dog walking? Not many options really, especially when you’re older.</p> <p><strong>Jenny Gordon</strong> - Would not consider it. Would prefer to stay single than see how friends and relatives have been affected by using them.</p> <p><strong>Ali Veldman</strong> - Risky at any age, in my opinion.</p> <p><strong>Diane Derby</strong> - I’d never entertain one. I like being by myself, plus two much catfishing and ghosting to be able to find a decent type.</p> <p><strong>Margaret Godfrey</strong> - Tried it. A dismal failure in a small population. What is the point of men interstate responding when you live a plane flight away?</p> <p><strong>John Coffey</strong> - Met my late partner online, and had a great 10 years. It can be a minefield though.</p> <p><em>Image credits: Shutterstock </em></p>

Relationships

Placeholder Content Image

Been scammed? Here's how to financially recover

<p>Many people feel shame and embarrassment after realising they have been scammed. But you shouldn’t. You did nothing wrong; you are the victim of a crime. </p> <p>Not only are such feelings bad for your mental wellbeing, but they also often stop people reporting the scam or taking action to avoid further losses. </p> <p>Remember too that you’re not alone: victims reported more than 601,000 scams to the ACCC in 2023, together losing a staggering $2.74 billion. People of all ages, professions, and backgrounds have been affected. </p> <p>As hard as it may be, try to leave emotion aside and approach this like any other money matter – logically and methodically. Doing so will help you act faster and more decisively, which is crucial to your financial recovery. </p> <p>The following checklist will help you through this process:</p> <ul> <li><strong>Step 1 – Try to recoup your stolen money</strong></li> </ul> <p>Report the scam immediately. Contact your bank or card provider to stop the transaction being processed. Notify the company or marketplace where it occurred – they may have options to reverse the payment or for you to claim compensation for fraud. </p> <p>Also inform the ACCC’s Scamwatch and police if relevant, which may aid in tracking down the scammer and will help them alert the wider public on what to look out for. </p> <p>Unfortunately, the money is likely gone for good, but prompt action may just help you get some or all of it back. </p> <ul> <li><strong>Step 2 – Secure your accounts from further thefts</strong></li> </ul> <p>Once scammers have found a way to steal money, they often go back to try for more. Don’t let them! </p> <p>Freeze or cancel affected debit and credit cards, accounts etc. Change and strengthen all your passwords. Set up two-factor authentication if you haven’t already. Remove any suspicious applications on electronic devices. </p> <p>Double check the registrations of any business, adviser or tradesperson before engaging their services. Regularly check your superannuation, investments etc. to monitor for any inconsistencies.</p> <ul> <li><strong>Step 3 – Safeguard your cash flow</strong></li> </ul> <p>Don’t multiplying your losses by racking up new debts to cover the stolen money. That means limiting the use of credit cards, payday lenders and Buy Now, Pay Later schemes. Consider paying with cash instead to help you stick to a budget.</p> <p>If you have lost everything, register with Centrelink for income support. You may also be able to apply for hardship provisions with your bank, phone and energy providers and other essential services.</p> <ul> <li><strong>Step 4 – Get reputable advice</strong></li> </ul> <p>Legal advice may be able to get you out of bogus contracts, like loans or phone plans, and help you in the event your personal information has been stolen (which can be used in various ways to steal money). If you can’t afford a lawyer, there are free alternatives such as Legal Aid or Community Legal Centres. Specialist services such as the Women’s Legal Service may offer support where partner coercion or domestic abuse is involved.</p> <p>Accounting and financial advice may also help you navigate assistance options and longer term recovery efforts.</p> <ul> <li><strong>Step 5 – Rebuild your finances</strong></li> </ul> <p>Your ability to rebuild your finances after a scam will depend on a range of factors, including how much was lost plus your age and circumstances.</p> <p>You could seek to increase your earnings and/or cut your spending by tweaking your household budget, delaying retirement, or temporarily taking a second job to boost your income. </p> <p>Another option is to make your remaining finances work harder than before, such as adjusting your investment strategies (e.g. changing your risk weightings or selling assets) including within your superannuation or accessing equity in your home.</p> <p>If you’re a self-funded retiree, you may now qualify for a part or full pension if your scam losses push your total assets below the means test threshold.</p> <p>Ultimately, the most important things when dealing with the fallout from a scam is to look after yourself and protect what you have left.</p> <p>Scammers have already taken off with your dollars. Don’t let them steal your sense too!</p> <p><em><strong>Helen Baker is a licensed Australian financial adviser and author of On Your Own Two Feet: The Essential Guide to Financial Independence for all Women. Helen is among the 1% of financial planners who hold a master’s degree in the field. Proceeds from book sales are donated to charities supporting disadvantaged women and children. Find out more at <a href="http://www.onyourowntwofeet.com.au/">www.onyourowntwofeet.com.au</a></strong></em></p> <p><em><strong>Disclaimer: The information in this article is of a general nature only and does not constitute personal financial or product advice. Any opinions or views expressed are those of the authors and do not represent those of people, institutions or organisations the owner may be associated with in a professional or personal capacity unless explicitly stated. Helen Baker is an authorised representative of BPW Partners Pty Ltd AFSL 548754.</strong></em></p> <p><em>Image </em><em>credits: Shutterstock </em></p>

Money & Banking

Placeholder Content Image

Aussies warned over new nbn scam

<p>Aussies have been warned against a new nbn scam targeting businesses and residents. </p> <p>Last year,  about 1,800 Australians lost more than $1.2 million to scammers pretending to be nbn employees in a remote access scam. </p> <p>Now, they have found a new way to scam unsuspecting businesses and residents by pretending to be employees and getting people to hand over their personal details and money in areas where <em>actual</em> nbn employees are working. </p> <p>The opportunistic scammers have been randomly knocking on doors or cold calling homes in areas where nbn technicians are installing new fibre. </p> <p>A few people have already been duped, with nbn impersonators calling customers claiming they need money to pay for new internet hardware or postage costs. </p> <p>Scammers have also offered to inspect people's homes for a nbn fibre upgrade and took their bank account details in the process. </p> <p>Other impersonators have called customers saying they would show up a few days later, despite having no prior appointment booked. </p> <p>Scammers have also impersonated staff, and used the presence of actual nbn vehicles on the street as proof of their authenticity. </p> <p>“These impersonators are also asking residents for payment to test their services or secure upgrades and repair works in the future,” nbn Local head Chris Cusack said. </p> <p>“In taking the payment these people are then skimming banking and card details to extract more money afterwards.</p> <p>“We are asking residents to be extra-vigilant against scams, especially while legitimate nbn work is underway.”</p> <p>Nbn has advised that their technicians would always contact people to ensure they were aware of visits before their appointments, and inform them of where they will be doing fibre upgrades. </p> <p>They also send their customers texts to confirm or cancel the appointment, and let them know when they are on their way. </p> <p>Nbn technicians never ask for payment for an appointment, postage costs, hardware costs, or access to any devices. </p> <p>Approved technicians and workers all carry identification cards, and the nbn Local head suggested that customers should always request to see the card before providing access to their residence. </p> <p>“Do not share your bank or personal details with an unsolicited caller or with people who door knock claiming to be from nbn trying to sell you an nbn service or seeking payment for related services,” Cusack said.</p> <p>“If you get contacted like this, please close your door, or hang up the phone and report it to the ACCC’s Scam watch.”</p> <p><em>Images: news.com.au</em></p>

Legal

Placeholder Content Image

Andrew "Twiggy" Forrest's major win over scam ads

<p>Andrew "Twiggy" Forrest has had a major win against Facebook owner Meta, with a US court allowing him to continue to sue the platform over fake advertisements using his name. </p> <p>The scam Facebook ads show him promoting fake cryptocurrency and other fraudulent investments.</p> <p>The ruling means that the court will consider whether Meta breached its duty by publishing the advertisements, and whether they operated in a way that facilitated scam ads by using defective screening and review procedures.</p> <p>US District Judge Casey Pitts in San Jose, California, made the decision on Monday, and said that Forrest can try to prove Meta's negligence and whether his name and likeness was misappropriated by Meta, and not just by fraudsters behind the bogus ads.</p> <p>"Dr Forrest claims that Meta profited more from ads that included his likeness than it would have if the ads had not," Pitts wrote.</p> <p>"This is enough to adequately plead that the alleged misappropriation was to Meta's advantage."</p> <p>Forrest said that there were over 1000 ads scam ads using his name that appeared on Facebook in Australia between April and November 2023, leading to millions of dollars in losses for victims.</p> <p>The billionaire reportedly first raised the fraudulent advertisements with Meta back in 2014, but nothing happened, according to the <em>Herald Sun. </em></p> <p>This is the first time a social media company was unable to invoke Section 230 immunity in a US civil case over its advertising business. </p> <p>It's a significant move, as social media companies in the US are usually immune from liability in the US for content posted by third parties. </p> <p>"This is a crucial strategic victory in the battle to hold Facebook accountable," Forrest said.</p> <p>The billionaire is seeking compensatory and punitive damages. </p> <p><em>Image: Dinendra Haria/LNP/ Shutterstock Editorial</em></p>

Legal

Placeholder Content Image

Costly mistakes to avoid when travelling

<p dir="ltr">While travelling the world is an exciting and joyous way to spend your time, getting caught up in devious scams can sour even the best holiday.</p> <p dir="ltr">Whenever you hit the road, there are a few measures you can take to avoid being hit by hackers and sneaky scammers, and enjoy your holiday to the fullest. </p> <p dir="ltr">When it comes to online scams, some countries are more vulnerable than others, as NAB Executive, Group Investigations Chris Sheehan says.</p> <p dir="ltr">"Just like you'd plan visas and check the weather at your destination, it's also vital to be aware of common scams in the countries you're visiting so you can recognise the red flags and protect yourself," he said. </p> <p dir="ltr">When travelling in a new country, it’s important to be wary of accommodation or booking website impersonation scams, ticket scams for major events, as well as overcharging or wrong charge scams.</p> <p dir="ltr">"The pressure to act now is a red flag in ticket and accommodation scams, while overcharging or wrong charging scams play on distraction and a lack of detail," Chris says.</p> <p dir="ltr">"Letting your bank know where and when you're travelling can help with more accurately monitoring your transactions for suspicious activity while you're away."</p> <p dir="ltr">Another thing to be wary of when on holiday is to avoid posting your real-time location on social media, or inadvertently sharing sensitive travel documents can expose you to serious risks.</p> <p dir="ltr">Broadcasting your whereabouts can make you vulnerable to various risks, including burglary, stalking, and other personal safety threats, while criminals can take advantage of the information you share to target you or your unoccupied home.</p> <p dir="ltr">Travel expert Trevor Cooke from <a href="https://earthweb.com/">EarthWeb</a> says its best to wait until you’ve moved on until you share your location online. </p> <p dir="ltr">"If you really want to share the location of where you travelled to, wait until you're already at the next location or back home," he says.</p> <p dir="ltr">"By delaying your posts, you can still share your experiences without compromising your safety."</p> <p dir="ltr">Another thing to keep in mind when you’re next hitting the road is to be wary about unknowingly posting personal information online, such as your boarding pass. </p> <p dir="ltr">"Many people don't realise how much personal information is on your boarding pass and other temporary travel documents," says security expert Trevor.</p> <p dir="ltr">"Boarding passes, for instance, contain sensitive data such as your full name, frequent flyer number, and a barcode that can be scanned to reveal even more information. This data can be used by criminals for identity theft, unauthorised access to your accounts, and other malicious activities."</p> <p dir="ltr">"To protect yourself, always double-check that any picture you upload does not include your boarding pass, travel itinerary, hotel receipts, or any other sensitive information," Trevor adds.</p> <p dir="ltr"><em>Image credits: Shutterstock </em></p>

Travel Tips

Placeholder Content Image

Cafe targeted online for charging customer a "heating fee"

<p>A cafe in Melbourne has copped a wave of backlash online after allegedly charging a customer to heat up his muffin for breakfast. </p> <p>The disgruntled diner took to Facebook to complain about the extra fee on his $7 muffin at the cafe and claimed the first he knew of it was when he saw it on his receipt.</p> <p>His post went viral with hundreds of people slamming café etiquette and urging him to go to the ACCC.</p> <p>"A f***ing dollar to heat my muffin? It's cr*p like this that just makes you shake your head and question where it is all going," the customer wrote in his original post.</p> <p>The cafe has since hit back at the post, and the angry customer who wrote it, saying the extra charge had been an error despite Heat Standard $1.00 being written on the receipt.</p> <p>They also said the customer could have simply solved the issue in person rather than blasting them online.</p> <p>"We do not nor have we ever charged for any heating of our wonderful baked treats," the café spokesperson told <a href="https://www.dailymail.co.uk/femail/real-life/article-13465591/Melbourne-cafe-targeted-angry-mob-charging-1-heating-fee-muffin-Aussies-reveal-hidden-charges-theyve-hit-amid-cost-living-crisis.html" target="_blank" rel="noopener"><em>Daily Mail Australia</em></a>.</p> <p>"Unfortunately this has become a mountain of an issue that could have easily been resolved without a lynch mob caused by negligence at the hands of an influential keyboard warrior who ironically sells the idea of spiritual life practices and being grounded yet flipped out over a muffin."</p> <p>The original post racked up more than 870 comments before it was deleted, and more than 1,000 reactions.</p> <p>Some of those who saw it went on to slam the cafe by sending them threatening messages, commenting on posts on Instagram and calling their business phone to hurl abuse. </p> <p>"It's a sad world when a local cafe that aims for nothing more then customer satisfaction and community values to be upheld gets threatening messages from rogue vigilantes about wanting to see us go out of business over a muffin being prepared and served to quality standards," the cafe owners said.</p> <p>The cafe responded to the growing backlash online by announcing their muffins would be free on Tuesday.</p> <p class="mol-para-with-font" style="margin: 0px 0px 16px; padding: 0px; min-height: 0px;"><em>Image credits: Facebook / Shutterstock </em></p>

Travel Trouble

Placeholder Content Image

"I felt duped": 95-year-old loses $1.6 million in bank scam

<p>A 95-year-old has been left feeling "sick" after she was scammed out of $1.6 million by heartless scammers claiming to be a bank. </p> <p>In November last year, Harriet Spring received a call from a man who called himself George Thompson, and said he worked for ING Bank. </p> <p>The man gained Harriet's trust over several months, at the difficult time that the great-grandmother was handling the sale of her mother's house.</p> <p>"Over time, I completely thought he was from ING, I had no reason to believe he wasn't," she told <a href="https://9now.nine.com.au/today/95-year-old-great-grandmother-loses-more-than-1-million-life-savings-to-scammers/f41540e7-f5c9-4c3b-89a7-ac94dd81bf6a" target="_blank" rel="noopener"><em>Today</em></a>.</p> <p>"George" then convinced Harriet the money from the sale of the house could build interest in an ING account, but it was actually being held by Westpac Bank.</p> <p>"It sounds implausible now, but the scammer had me convinced and I told my mother's bank, Teachers Mutual Bank, that this was an ING fixed term deposit, but it was being put in the Westpac bank," she said.</p> <p>"I put down the BSB number and the account number and what I thought was my name attached to the account, (my mother's bank) pointed out that it seems strange and ING account would be held with Westpac, but they still went ahead and authorised the transfer."</p> <p>When Harriet realised the scammers had taken hold of her life savings totalling $1.6 million, she felt "sick". </p> <p>"Obviously my world just fell out from under me - I just felt sick," she said.</p> <p>"I felt utterly responsible, I felt duped, foolish, ashamed - a lot of shame associated with it and I think that's why a lot of people don't come forward and talk about this kind of thing."</p> <p>Harriet has shared her story as a warning for others to be wary of potential scammers, while also calling on banks to have better protocols in place to stop suspicious transactions from going through. </p> <p>"Someone with basic training from the bank would have known that ING don't bank with any other banks and they should have flagged it," she said.</p> <p>"I believe the reality is that the banks 100 per cent put the blame on the victims and they minimise their own liability."</p> <p>"There should be some sort of system for compensating victims, the banks don't commit the theft, but they certainly drive the getaway car and they need to be held responsible for being complicit with this."</p> <p><em>Image credits: Today </em></p>

Legal

Placeholder Content Image

How to avoid 6 common tourist scams

<p>Often when people are on holidays their focus is on relaxing or seeing the sights of the area. But if you don’t keep your wits about you, it’s possible you might end up losing everything to scammers who will do anything to get their hands on your belongings.</p> <p>Here we have six common scams to look out for while you are travelling abroad.</p> <p><strong>Scam 1:</strong> You are in a busy bar in a tourist friendly area when some locals ask where you’re from and offer to buy you a drink. Without thinking, you accept the drink and then find yourself waking up hours later without any of your belongings as you’ve had your drink spiked.</p> <p><span style="text-decoration: underline;"><em>Solution:</em></span> If people seem too friendly, be aware that they may be scammers. Don’t accept drinks from people you don’t know, and don’t leave your drink unattended to use the bathroom.</p> <p><strong>Scam 2:</strong> You are about to put your handbag and computer on the conveyer belt to go through the scanner. The people in front of you walk through the metal detector and while one goes through, the other sets off the alarms. They step back into where you are standing and take their time removing wallets and coins from their pockets. While you are waiting for your turn to walk through the metal detector, the other person has taken your belongings and is long gone.</p> <p><span style="text-decoration: underline;"><em>Solution:</em></span> Don’t place your items on the conveyer belt until there is no one else waiting in front of you to go through the metal detector.</p> <p><strong>Scam 3:</strong> In a busy area such as after a concert or a busy night like New Year’s Eve it can be impossible to get public transport or a taxi back to your hotel. A friendly looking guy comes by and offers you a lift for a reasonable fee using his private car. The scam itself can then range from being charged an exorbitant amount when you arrive at your hotel – or you could even find yourself robbed and dropped by the side of the road with no way home.</p> <p><span style="text-decoration: underline;"><em>Solution:</em></span> However tempting it is, never get in the car with an unlicensed taxi driver. This is even more important to note if you are travelling alone.</p> <p><strong>Scam 4:</strong> While you are waiting with your luggage for a train or bus, a passer-by appears to drop their wallet and walk off without noticing. You might try to do the right thing by grabbing the wallet and running after the person to return it. By the time you get back, your luggage is missing.</p> <p><span style="text-decoration: underline;"><em>Solution:</em></span> When travelling alone, never leave your items unattended even if it means you don’t help someone when you normally would. This is especially true in airports where baggage will quickly be confiscated if left alone.</p> <p><strong>Scam 5:</strong> You’re taking in the sights when a couple of men dressed as policemen approach you. They demand to see your wallet and let you know that counterfeit money has been given to tourists in the area. When your wallet is returned it has had much of the contents removed.</p> <p><span style="text-decoration: underline;"><em>Solution:</em></span> Police would never demand to see your wallet. If something doesn’t feel right, suggest that you continue the discussion at the nearest police station as you don’t feel comfortable. Most likely they will not push their luck.</p> <p><strong>Scam 6:</strong> You receive a phone call in your hotel room late at night from someone claiming to be from the front desk. They apologise for the late call but request that you just confirm your credit card details as their system is playing up. You read out the numbers and hang up. Before too long your credit card has rung up a huge bill as this was a scammer calling you, not a staff member.</p> <p><span style="text-decoration: underline;"><em>Solution:</em></span> Organise payment in person by letting the caller know that you will come down to the front desk to discuss it.</p> <p><em>Image credits: Getty Images </em></p>

Travel Tips

Placeholder Content Image

Kochie's thoughtful act for scam victim

<p>David Koch has given back to a hard-working Aussie who lost her life savings to a convincing scam. </p> <p>For many years, scammers have been using the likeness of Australian celebrities to con people out of their money. </p> <p>Kochie is just one of many high-profile personalities who have had their identities used to run convincing scams, that thousands of people have fallen victim to. </p> <p>The former <em>Sunrise</em> host has often taken to social media to warn people of the illegitimate ads, but it hasn't been enough to stop the scammers in their tracks. </p> <p>In a special <em>7News Spotlight</em> investigation, Kochie joined the team to lift the lid on the multi-billion-dollar scam industry in which fake advertisements featuring well-known celebrities have been used to con more than 600,000 Aussies.</p> <p>“It’s devastating because it’s my reputation on the line,” says Koch.</p> <p>“And these scams are so good, they’re so believable that people who trust me look at me and say, ‘Wow, I’m getting some comfort out of what this bloke is saying,’ and then are ripped off by some scammer from overseas.”</p> <p>Koch is desperately trying to stop this criminal act, saying, “I’ve reported it to the ACCC and ASIC. I’m part of an ACCC case against Meta at the moment surrounding these scam ads.”</p> <p>As part of the investigation, Kochie met Allison, who lost $250,000 when she invested her money in what she thought was a reputable company, fronted by who she believed to be the former <em>Sunrise</em> host.</p> <p>As an avid Port Adelaide supporter, she trusts Koch, who is also the Chairman of the football club.</p> <p>“Port Adelaide members are all part of a big family,” says Koch. “And the fact that these scammers use my association with the club to prey on members is just abhorrent.”</p> <p>After losing her savings, Allison has been struggling to make ends meet, and is on a payment plan so she can stay as a member of the AFL club she loves.</p> <p>After learning of her story, Koch himself has stepped in and ensured she has lifelong membership.</p> <p>“It’s the least we can do,” says Koch to Allison. “Because, football has got to be your haven.”</p> <p>Allison is just one of the many victims of complex scams in Australia, with reporter Sarah Greenhalgh believes millions of dollars have been illegally stolen.</p> <p>“The scammers successfully prey on these people’s unique vulnerabilities and the victims’ lives have changed forever as a result,” she says.</p> <p><em>Image credits: 7News Spotlight</em></p>

Money & Banking

Our Partners