- Which? warns Zara customers to avoid fake customer service accounts on X
- Fake accounts are attempting to steal customers’ details through social media
Online scammers have added a new weapon to their arsenal of tricks to part you from your hard-earned cash.
Which? has issued an urgent warning to Zara customers that online criminals are using fake customer service accounts to dupe shoppers.
The consumer advice group has uncovered 37 fake Zara accounts that have been replying to customers’ genuine queries on X (formerly Twitter).
These cybercriminals reply quickly to customer complaints in the hopes of tricking shoppers into handing over their personal information.
Lisa Webb, Which? consumer law expert, said: ‘Our investigation has found unscrupulous fraudsters are shamelessly trying to steal money and personal information from Zara customers seeking customer service advice on X.’
Which? has issued an urgent warning to Zara customers to watch out for fake customer service accounts like this one attempting to scam users into giving away personal information
Zara uses an official customer service account (pictured) to respond to complaints, but scammers are now tricking X users into believing they are the legitimate account
Like many brands, Zara uses social media accounts to respond to customers’ complaints in addition to traditional email services.
When used correctly, these let customers reach a member of staff and resolve their issue as quickly and with as little fuss as possible.
However, scammers are increasingly taking advantage of this new means of communication.
Scammers create X accounts with names and profile images which are very similar to the official customer support account, @ZARA_Care.
When a customer contacts the official account over X, the scammer quickly replies in the hopes that their victim won’t notice the subtle differences.
Their messages apologise for the inconvenience, stating that they had ‘already escalated this matter to the relevant department’ and now needed a ‘reachable WhatsApp number for assistance’.
Scammers respond to customer’s complaints and ask them to send their number via a DM. Once they have your number the scammers will work to extract more sensitive information
The fake accounts try and copy the style of Zara’s legitimate accounts (pictured) so be sure to carefully read the accounts name. Only @Zara_Care is the real thing
Once the fraudster has their target’s contact details they can then begin working to extract more personal information with the eventual goal of committing identity fraud.
One Zara shopper who shared their numbers with an impersonator account wrote on X: ‘Sent my details, someone called and asked for my debit card details, but no one has checked or confirmed the parcel was found or that I will get a refund!”
Which? found that the 37 fake Zara accounts used messages that were extremely similar to a network of fake airline accounts that had been attempting a similar scam.
This makes it extremely likely that the accounts are using bots to contact a high number of victims on a large scale.
ZARA says that it reports fake profiles as soon as they are detected, yet Which? warns that the risk remains.
Ms Webb says: ‘There is an epidemic of fraud infiltrating all types of businesses in the UK and attacking consumers at scale using online channels’.
Zara says it tries to remove any fake accounts as soon as they are spotted, but customers should still be wary of impersonators
How to spot fake accounts
If you are making a complaint over social media, it is important to make sure you double check the account’s name before replying.
Most companies will use a separate customer services account from their main account, so be sure to read the name carefully.
For instance, Zara’s main X account is @ZARA but its customer services account is @ZARA_Care.
This information is available on ZARA’s main account, as it should be for most other companies making use of separate accounts.
Zara says its only official accounts are @Zara_Care, @Zara, @Zara_man, @Zara_Kids, and the only official WhatsApp account is 08000 304238.
Things to look out for include accounts with suspiciously low numbers of followers, messages asking you to share personal details, or unusual profile pictures (stock image)
Other red flags to watch out for are a suspiciously low number of followers or any account claiming to be a specific company employee.
Which? says it noticed one fake account ‘Sharon ZARA Supervisor’, which used the photo of MP Zarah Sultana as its profile picture.
Customers should also be wary of any account that asks you to send a DM with your phone number and other sensitive information or directs you to any external links.
Following links sent by scammers can lead you to phishing websites which can install malware on your device or harvest your card details.
Which? also reports that some scammers will claim that customers are owed ‘compensation’ in order to trick them into downloading a payment app.
It is important to note that a blue ‘verification’ tick is no longer a sign of legitimacy as these can now be purchased following Elon Musk’s takeover of Twitter.
If you have given your bank details or any money to a scammer you should contact your bank as soon as possible and report the incident to Action Fraud (stock image)
What to do if you have been scammed
If you’ve sent your card details or any money to a scammer it is important that you call your bank as soon as possible to let them know.
Any scam attempts should also be reported to Action Fraud, or the police on 101 if you live in Scotland.
Even giving away a few details such as an email address, full name, or date of birth can be enough for hackers to begin gaining access to the rest of your information.
If you believe you have handed any information over to a scammer, remain extra vigilant for suspicious activity on your accounts.
You should also change your passwords and set up two-factor authentication to ensure your security.
If you see any scammers on X, you should also report the account by selecting the three dots icon next to their name and choosing ‘report’ from the menu.