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Short filmTranscript
00:00if you talk to me then I will guide you every day we're being bombarded by
00:05scammers I've got no money in the bank I'm on I have to pay but we are fighting
00:12back working with ethical hacker Jim Browning who hacks into scam call
00:17centers we can tap into this criminal network and track down the victims to
00:23stop the scammers before they steal you should not buy those gift cards you're
00:27going to lose your money what's that what's that I can assure you that nothing
00:31they're saying is true you're on the phone to a scammer my love you need to hang up
00:34the phone this is scam interceptors on today's episode you were going to say
00:47thanks to me before ending this call one of the most manipulative scammers we've
00:53ever encountered I'm trying to find it but I can't I guess beside it do you see
01:08there is a great circle just beside it yeah that's below it that's beside it
01:13be safe in the Glasgow hub we've just tuned in to an incredibly distressing call
01:21all right I've just pressed it allow access so forceful from the scammers call log screen
01:30that our ethical hacker Jim has given us access to we can see that the call to this woman somewhere in
01:36the UK has already been going on for nearly 19 minutes so we've just joined this scam call going
01:45on here it's really uncomfortable because we can hear them actually shouting a lady that's clearly
01:50confused with what they're telling her to do after that what do you see and then I've got a white
01:59circle to allow access no ma'am not under allow access why you're not looking above that above that
02:06these scammers are some of the most ruthless we've encountered and are based in a call center in
02:21Kolkata India they're running a very classic tech support scam so what they've done is they've dressed
02:27it up as sky this criminal has told this woman that he's calling from internet provider sky pretending
02:34that there are issues with her internet connection that he can help fix it's a lie he's simply trying
02:41to steal her money a small gray color circle you see that from what we know about how these scammers
02:49operate they're trying to get some sort of remote access to her phone tablet or computer which means
02:54they can see and sometimes even control everything she has on her screen now that is incredibly worrying
03:01because all sorts of fraud can happen when they've got that access and she will have no idea
03:07Remote access software is a completely legitimate tool usually used by IT professionals to assist people with
03:14technical problems on their devices but scammers misuse this software to commit crime
03:22yes I found it I found it oh yeah now press on that press press on what very good very good yeah
03:36this one verify user oh my god look I told you I'm going to stop this phone call in a minute if you can
03:45some of the language the scammers use and there's some of them were shocking that we've heard you
03:50are slow madam and it is completely fine to be slow now on the way I understand that but I am not you
03:58are losing your patience madam I don't have any problem I will tell you hundred more times the
04:03scammer seems to be struggling to get the remote access to what we think is the woman's mobile phone
04:09now what do you see first tell me without touching anywhere it's got quick support show your ID join
04:18the session to receiving support the very bottom do you see it says I trust this person and allow immediate
04:26access to my device yes so I can see that now yeah shall I press yes madam yes it's only been possible
04:35for Jim to give us access to this scammers calls not his computer screen where we would usually be
04:41able to see the scammers notes we're in a difficult situation because when we can see the scammers screen
04:50that allows us to pick up a load of personal information about that person because we can
04:54literally see what they're writing exactly all we've got here is the call we don't have this scammers screen
04:59so we're not going to be able to pick up personal info about this woman just by looking at her screen
05:02so all we've got is that phone number and despite having the woman's landline number she's tied up on
05:09it with the scammer we need to find her mobile number or an address as our ground interceptors
05:16or GIs Harriet and Mia are standing by to help what we've got is better than nothing because we've got a
05:24landline telephone number and at least that gives us some clues as to where she's going to be located
05:28geographically exactly the team look up the woman's landline dialing code which tells
05:35us the town that she lives in is in Essex when I think at this point we're going to have to send our
05:41southern GI team out to the area right let's give them a call hey both how you doing so we can hear a call
05:53where a lady she's been hooked right in by the scammers claiming to offer some phony tech support
05:59from sky we are trying to find more details on exactly who she is where she lives but if you can
06:05head out in that direction okay we will let you know as soon as we get any more but we need to get
06:10to her before they get her money okay we'll head down thank you both bye Harriet and Mia begin the one
06:17hour and five-minute journey from East London to the woman's town in Essex ah this is closed diversion
06:27as we are unable to see the scammers computer notes which sometimes give information on their targets
06:34all we can do is listen in for any clues on who this woman may be so we are pressed the ground
06:41the manipulative scammer is still trying to get remote access to this woman's mobile phone
07:04then E for England then T T for tango right C C for what T like tiger T like tomato I've done it I've
07:15done it okay don't worry it's completely fine love it's completely fine you relax because my
07:22responsibility to explain you everything and guide you for everything she's just patronizing this lady
07:28is clearly confused yeah now what do you see yeah you've been very good yes madam thank you so much
07:34she's totally hooked as well she just told him how good he is and how how kind he is she thinks he's
07:39actually helping her now what do you see look all right hang on hang on hang on change your time
07:45love I see screen broadcast with a with a circle team viewer and start broadcast yes look press on that
07:54please yeah oh he's got access now the scammer is now able to see everything on this woman's phone
08:05it won't be too long till he starts convincing her that because her internet has supposedly been hacked
08:11he will pay her compensation and she needs to check she's received it by logging into her online bank
08:18account it's just so horrible isn't it when they're in yeah they're in her device she has no idea
08:26we still have no information as to who this woman is the ground team are making their way to her area
08:34but it's rush hour in london morning traffic not the one harrier to mia are still an hour away we
08:46continue to listen in to the call for any clues on who this woman on the line may be you can see
08:53your name is written over there love yes did you get it we have just heard the woman read out her full
09:03name to protect her identity we'll call her Mandy and check your information is correct or not now
09:13with a name and a rough location we can try and find an address for Mandy but I'm something wrong no no
09:20you are doing completely fine love you know now go to the very top he really is playing into that good
09:27cop bad cop vibe of one minute being really nasty you have to check your date of birth date of birth
09:33we now have Mandy's full date of birth we're now piecing together those parts to find out where she
09:41is so we can get help to her I have got an address and that was on the 2024 electoral rule so it's an
09:53up-to-date address let's do it get in there guys the address is in Essex where the ground team are already
09:58heading mark updates Harriet Amir okay we've got an address get that in see how far we are okay 50
10:12minutes the ground team may not be able to get to Mandy in time to stop her from losing money so we are
10:21still trying to get our hands on an alternative way to intercept her scam hey we've now found two
10:27Facebook profiles which we believe could belong to her or a relative in that area in that area while we
10:33do some more digging on whether those profiles are linked to the woman on the phone the scammer is now
10:39moving on to the stage where he convinces Mandy that her internet connection has been hacked do you see it
10:46say search or enter website look yes so press that then you have to type over there my my my my yeah
10:57then give a space then put number one then P P like Peter yeah so this is the IP address which we have
11:08registered under your name just for your use only the scammer is using another deceptive trick when
11:15they're running tech support scams they like to get people to search something so they'll say to
11:20them search for my one P address now that's an intentional mistake because your IP address is your
11:29geographical location in the world on the internet by making it one P address they've worked out that
11:36it hits a particular search result and when you then click through to that search result it shows
11:40your IP address as the IP address of the Google server in California so he says to her somebody's
11:47hacked your computer someone's hacked your internet connection I will explain you love like every home
11:52have a different postcode as the same way every internet have a different IP addresses for the
11:58identification of the customer and this is your IP address right now I'm gonna explain you something
12:04very important which gonna blow your mind just below the IP address you can see the country and the state
12:10yeah and what is the country America oh my god and the state it's showing to you California oh my god
12:23now I understand you are living in the UK and you are using our internet in the UK is that right I
12:30am this is the location where is the hacker bit and they are misusing your internet IP from the United
12:39States of America California now you understand oh my god she's so shocked hearing that these hackers
12:46in America have got into a device but we know it's complete rubbish that's it it's just it's purely a
12:51justification to move the scam on that's how they get you from tech support issue to give us your money
12:56okay let's see what else we can pick out from this but I think this lady needs some help
13:00these people from the America they can misuse your details for doing any kind of illegal activities
13:07without your knowledge and without your permission yeah by making Mandy believe that her broadband was
13:14hacked the scammer will soon pretend that he owes her compensation and she needs to check it's been
13:21received through her online bank this is how the scammer can steal from her the ground interceptors are
13:30still battling to get to Mandy's home to help did you guys about 45 minutes away might not be able to make this
13:39in time and try our best the traffic seems to be moving quite well in the hub we aren't giving up trying to find
13:48another way to contact Mandy we're pretty sure that Facebook profile is her and because it was found
13:55out that the date of birth marries up with a birthday post that she's put online unfortunately
14:01there's no mobile number for Mandy on her social media profile we need other options there's no email
14:11not obviously not seen just yet but I'm still having a wee gander about top work while the team
14:18continue their search the scammer continues to frighten Mandy whatever you are doing on your internet
14:26line these people can see all the details that's why we are calling you to block these people that make
14:31your internet safe and secure so now you understand what is the reason and how much this is important to block
14:36yes I do so right now madam the router which you are using it is not compatible so what we are going
14:46to change the router with a new one okay yes one of our engineer will visit your home in order to
14:52install the new router and fix all the wire problems we're hearing quite sinister work on behalf of the
14:59scammer here he's saying that there's gonna be an engineer turning up at home in two days time and we
15:04know that's complete rubbish it is indeed it's just more window dressing to get Mandy to eventually
15:10log into her online bank account and it's giving us more time to get the ground interceptors to her so
15:19let me check what is the earlier date which we have for the engineer the GIs are flying along
15:23they're on the motorway already we're having a good run so far 40 minutes Thursday you will be free
15:30yes a.m. or p.m. morning at 11 yeah that's that's absolutely fine I want you to be handy with a pen and
15:40a paper so I can provide you all the there is no engineer coming but Mandy seems to trust that the
15:50scammer on the line is helping her now he can move on to setting up the dangerous part of the scam
15:56right now as I can see here on my screen you are also eligible to receive our company there we go the
16:05fraudster has now moved the conversation to money so that he can steal hers and the compensation which
16:13you are eligible to receive 204 pounds 56 pence so I like to congratulate you for this amount thank
16:22you thank you yeah and I want to thank you very much for being so patient with me oh he wasn't that's
16:29the thing he was horrible to her it's completely fine but the work hasn't been done there is no
16:35compensation payment with his remote access to her mobile phone the scammer wants Mandy to log into her
16:42online banking so he can help himself to her cash while the team continue to hunt for an email address
16:49or mobile number for her the ground team are now 25 minutes away this lady's really in deep with this
16:56scammer already my heart is just racing so as I can see here on my screen madam you pay your bill so
17:05are you for a direct David through the sky um yeah so our server has sent you a six digit verification
17:12code on your banking statement you have to go ahead and check on your phone have you received that
17:17gold over here or not he's asking her to check her bank details but we know he's going to see this
17:22the scammer has not sent Mandy any code he wants her to log into her online banking so that with his
17:30remote access of her mobile phone he can help himself to her money have you received or not okay oh I don't
17:38hang on sorry my banking details here like you have to simply go ahead just another GIs and check
17:47Harriet and Mia are still 20 minutes away time really is of the essence let's just hope we don't
17:56hit any roadworks have you caught it or not I'm just trying to check but okay madam once you log in
18:05then you tell me so I will guide you how you can check sounds like she's not entirely comfortable
18:10with how to use her online banking yeah and he's now trying to push her to go into it as quick as
18:16boss swipe your screen from right to the left that's what I'm telling you ma'am if you talk to
18:26me it will become easy I'm working in this company from past four years so you understand I have a lot of
18:31experience so swipe your experience in scamming I do understand that yeah so you listen what I am
18:38telling you you it will get that in a few minutes and you are going to say thanks to me before ending
18:42this call now swipe your screen from right to the left I will this ruthless fraudster is pulling Mandy
18:48deeper into his scam and just as we thought Harriet and Mia were making good progress to Essex
18:54this delay is bad news we need to find a way to help Mandy soon as the scammer is pushing on doing
19:16his best to try and steal her cash it sounds like Mandy may be about to log into online banking and we
19:35still don't have her mobile number this lady is in so much trouble do you see on your screen it says
19:42it's a this is a new unique five-digit number you have set up to log on to online banking I need you
19:51know and not sent via SMS which I haven't got a clue forgotten details I'll have to put it seems Mandy
20:00can't remember her online banking login this could buy us some much-needed time no no no ma'am you
20:08don't remember your five-digit unique number like which you used to oh no no no no so whenever you go
20:16online how do you check your estate with oh god knows I mean she's clearly confused you put five numbers
20:23I don't know what they are I don't normally have the five boxes he sent her through her internet
20:32browser to the bank's website because we know that bypass is the thing where apps block out the screen
20:37when you've got remote access so that's why she doesn't know how to log in because if she was just
20:41using her app she's probably got face ID it logs in automatically and that's why she's confused and
20:46she doesn't know what this code is that she needs to log in okay okay on the very top right
20:50hand side do you see there is a cross the clock cross cross just below that man there is a cross on the
20:59right-hand side there is that X they can cross X with Mandy edging closer to being robbed we touch base with the
21:08ground team who could be our only chance to stop the scam hover calling hi mark hi guys just trying
21:20to get us all get their bank and so I think it's going to get to the wire this one so we're our ETA
21:26still 10 16 so 26 minutes thanks Mark thanks guys we can only hope Harriet and Mia are able to get
21:38to Mandy in time every second counts fortunately Mandy's still struggling to log into her online
21:47banking oh she's getting upset okay tell me one thing madam then when was the last time you have been
22:01getting into your account what what what what into my bank account into your bank account and you have
22:11checked your transactions madam I don't remember about two weeks ago okay it's at that time you have
22:19entered a security number which is known as a fixed drop she's gone with the scammers call to Mandy
22:29having unexpectedly dropped give her a guy this is our chance to try her landline
22:36the race is on to get hold of Mandy before the scammer gets her back on the line
22:50yes hi is it who's calling my name's Ralph Wilding I'm calling from a program called BBC scam
22:59interceptors oh right the person you were just talking to is not who they claim to be I'm afraid
23:04there were scammers trying to steal your money really yeah oh my god thank you don't worry we've
23:11been monitoring the activity of a lot of these overseas call centers and we know that this call
23:15center pretends to be from Skype saying that there's problems with your internet there's no
23:20problems with the internet there's no hackers the only scammer that you need to worry about was them
23:24right this is a lot of information for you to take in I appreciate that do you have anyone
23:30with you or a friend or family member you can no I don't no okay is there anyone you would like
23:36me to call for you to see if we can get you some help or I can call I've got family you see a very
23:43very good family so I'll get one of my daughters to come over oh fantastic there's something else
23:50though did they ask you to download any apps no because when the way these scammers work they put
23:55something on your mobile phone various bits of software and what that actually does is it allows the
24:01scammer to see sometimes even control it themselves wherever they are in the world right now that's
24:07quite dangerous I think something similar did happen yeah I think it's highly likely two of my
24:13colleagues they're from the BBC they are quite close to you at the moment and if you needed any
24:17support they can happily come and speak to you yeah okay I just want to be confident that that's
24:22been removed oh fabulous thank you very much thankfully because we've managed to speak to you
24:28um your money is now safe but if you get any more calls just put the phone down they're nothing to
24:33do with Sky I absolutely assure you that yeah yeah yeah I'll just ignore them yeah absolutely
24:39take care nice talking to you bye-bye oh that poor lady totally hooked in did they try and get
24:47her back they tried to get her about three times since you've been on the phone to her yeah wow
24:50I think we just got lucky the call dropped yeah she genuinely thought I was them calling her back
24:55the main thing is though her money's safe that was a long call and that was close at last after
25:02nearly an hour Mandy is off her call to the scammers and we can update the ground team
25:08hey you both so um I've just managed to speak to the lady the call actually broke and it just gave
25:14us that window to jump in she was very shaken up she now understands it's a scam but Nick and I are
25:20very concerned that there's remote access software still on her device that she's gonna speak to her
25:25daughter straight away but I think it would still be very beneficial for her to meet both of you to
25:32see if we can bottom out what this remote access software is sure no problem we're 15 minutes away so
25:40we're quite close thank you drive safe she must be going through all sorts of emotions she must be
25:50going through hell nearly there one minute Harriet and Mia are able to get to Mandy's home to help her
25:59before any of her family how you doing we've had a bit of a fright today yeah to further protect
26:10Mandy's identity we aren't showing her or her home I can see shaking are you okay yeah a bit of a shock
26:18once the ground interceptors are able to calm Mandy down after her incredibly stressful morning
26:24they then make her mobile phone safe from the scammers I'm going to delete that app good thank you
26:34very much oh you're welcome glad we could help it's now been five hours since Mandy's scam call began
26:42it's just great that we've been able to see her in person remove the software and reassure her that she
26:51is now safe yeah what a day Mandy's ordeal with the cruelest of criminals is now over good work well
27:05done team we have since spoken to Mandy's daughter who is grateful to us for stopping her mum's close
27:12call with the scammers and fortunately Mandy's money is safe we have reported the Kolkata scammers to the
27:22authorities both here and abroad if you think you've been scammed then there are some steps you need to
27:33take straight away firstly call your bank the number is usually on the back of your bank card remove any
27:41software that scammers have asked you to install on your phone or laptop change your passwords on as me
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