Virgin Media O2 Alerts Customers to Rising Scam Threats Targeting Amazon and HSBC Users
Virgin Media O2 has issued a stark warning to all customers who use Amazon or bank with HSBC, highlighting an increasingly concerning trend in phone-based fraud. The telecommunications company has implemented a proactive scheme that delivers alerts directly to customers' phone screens, aiming to reduce their risk of falling victim to sophisticated scams.
Call Defence: AI-Powered Protection Against Fraudulent Calls
The scheme, known as Call Defence, activates automatically whenever a customer receives a call from an unknown number. It leverages Adaptive AI technology to analyse phone numbers in real time, considering a wide array of data points to determine whether a call is likely to be a scam or spam. If the system deems a call risky, it displays a clear warning label on the phone screen, serving as an early alert system. This empowers customers by providing crucial information to help them decide whether to answer. Additionally, the technology blocks known fraudulent calls before they can reach users.
Top Five Impersonated Entities in Scam Calls
New data from Virgin Media O2 reveals the companies most frequently impersonated by scammers so far this year, along with the methods they employ to target victims over the phone. Customers who regularly use services from these entities are urged to remain vigilant against potential phone call scams:
- Amazon
- HMRC
- Banking services
- Payment services – VISA
- Insurance providers
According to Virgin Media O2, scammers most commonly impersonate Amazon customer support, falsely claiming issues with orders or fraudulent purchases. Their objective is to deceive victims into divulging account credentials or credit card details, often by pressuring them to verify information or resolve fabricated problems. For HSBC, fraudsters use both live and prerecorded robocalls to threaten legal action over unpaid taxes, aiming to instil fear and extract sensitive data.
Expert Insights and Milestones in Fraud Prevention
Murray Mackenzie, Director of Fraud Prevention at Virgin Media O2, emphasised the company's commitment to customer safety: "At Virgin Media O2, customers are our top priority, and we’re investing heavily to keep them safe from scams and ensure we’re a network they can rely on. This includes using the latest AI technology for good, to proactively stop fraudsters from getting to our customers."
He added: "Having warned our customers about more than one billion calls, and prevented more than one billion dodgy messages from ever reaching them, today marks another milestone in our fight against fraudsters. With scammers stopping at nothing – impersonating well‑known brands and government departments – to earn victims’ trust, it’s never been more important to stay vigilant and report suspicious activity to 7726."
Growing Impact and Effectiveness of Call Defence
O2 first launched the Call Defence service in November 2024, and it now labels approximately 70 million calls every month as suspected scam or spam. This represents a significant increase from a year ago, as more customers have activated the free benefit through device and software upgrades. The technology has proven highly effective: calls labelled as 'suspected scam' are answered 42% less often and last 89% less time than unflagged calls, demonstrating its role in protecting users.
Detailed Scam Tactics Across Key Sectors
In the banking sector, fraudsters often pose as representatives from a victim's bank, claiming to be from fraud, security, or customer service teams. Their goal is to trick individuals into handing over sensitive information, granting account access, or transferring money under the pretence of keeping it safe.
With VISA, scammers typically allege fraudulent charges or payment processing issues, aiming to obtain credit card details by pretending to resolve the problem. This type of scam peaks during holiday seasons when frequent purchases make people more susceptible to urgent payment alerts.
Insurance scams involve impersonators claiming policy issues, missed payments, or new claims requiring immediate action, pressuring victims to share personal or payment information.
Call to Action and Reporting Mechanisms
A Virgin Media O2 spokesperson stated: "With scammers increasingly using realistic tactics and even harnessing new technologies, Virgin Media O2 is calling on Brits to remain vigilant about unexpected calls and report suspected scams to 7726."
Reports to 7726 are utilised by the telecoms company to investigate and block mobile numbers used by fraudsters. They also help refine blocking services, enabling quicker identification of emerging trends and faster message blocking. To date, O2 has blocked over one billion scam messages, partly thanks to customer reports.
The company continues to urge all customers, particularly those using Amazon, HSBC, and other high-risk services, to stay alert and utilise available tools like Call Defence to combat the escalating threat of phone scams.
