How it works
Fraudsters buy adverts against searches such as “airline refund number” or “bank customer service”, set up directory-style sites listing “helplines”, and seed numbers into forums, marketplace listings and review pages. The number then sits above or beside the genuine result and looks like part of it.
Some of these lines exist only to charge you. A “helpline” on a premium-rate number keeps you on hold with a recorded message before transferring you to the company’s own free number — or never transferring you at all, having already earned its money from the wait.
Where fraud is the aim, the person who answers plays the part of an agent. They take your booking reference or account number, ask security questions, request a card payment for a rebooking, a refund fee or an account “verification”, and may ask you to install remote-access software so they can process it.
Why calling out feels safe
Almost everything people are told about phone scams concerns incoming calls, so a number you dialled yourself feels safe by definition. Caller ID is irrelevant, there was no unexpected call to be suspicious of, and you are the one who wants something — usually a refund or an urgent fix.
The risk is highest when you are stressed and searching quickly: a cancelled flight, a locked account, a delivery gone wrong, a ticket that will not load. That is exactly when people ring the first number they see rather than the one printed on their paperwork.
Finding a number you can trust
Use the number on your card, your bill, your booking confirmation or the company’s own website reached by typing the address in. Treat sponsored results and third-party directories as unverified. For banks, dialling 159 connects you to most major UK providers without any search at all.
If you do use a search engine, click through to the company’s own site and take the number from its contact page rather than from the results list. Be wary of unusual prefixes: 084, 087 and 09 numbers can cost considerably more, while genuine customer service lines are normally 03 or ordinary geographic numbers.
If you have already called
End the call if you are asked to pay a fee to receive a refund, to install software, to read out a one-time passcode, or to move money. None of those requests belongs in a genuine customer service call, however long you have already spent on the line.
If you gave card details, ring your bank on 159 and ask for the card to be replaced. If you allowed remote access, disconnect the device from the internet, remove the software and change your passwords from a different device. Report to Action Fraud or Police Scotland on 101, and record the number on cislo.info so the next person who looks it up is warned.
How to spot it
- The number came from a sponsored advert, a directory site or a forum post rather than the company’s own materials.
- You are asked to pay a fee before a refund, rebooking or repair can be arranged.
- The agent wants a one-time passcode from a text, or asks you to install remote-access software.
- Long holds on a number beginning 084, 087 or 09.
- The person cannot confirm details the company would already hold, but wants you to confirm everything.
What to do
- Use numbers from your card, your bill, your booking confirmation or the company’s own website, typed in yourself.
- For banks, dial 159 rather than searching for a number.
- Never pay a fee, share a passcode or install software during a customer service call.
- If you have paid or given details, call your bank on 159 and report to Action Fraud or Police Scotland on 101.
- Report the fake helpline number on cislo.info, and report misleading adverts to the search engine or platform carrying them.
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