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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 gonna lose your money
00:27what's that what's that I can assure you that nothing they're saying is true you're on the
00:33phone to a scammer my look you need to hang up the phone this is scam interceptors on today's episode
00:46siraj is that siraj siraj this is rab wilding scam interceptors program we confront the scammers
00:56behind some of the nastiest scams we've heard siraj why are you scamming people yeah why are you trying
01:03to steal from people siraj yeah I'm not scary okay so ma'am I'm further complete this application okay
01:16this morning we're listening in to the criminal activity taking place at a call center located in
01:22Lahore Pakistan so ma'am I'm simply said the date of end of every month okay your monthly bill
01:28receive end of every month okay but thanks to ethical hacker Jim Browning's tech wizardry we can't
01:36just hear these scammers we can see them too he's hacked into the office's security cameras Jim has
01:46basically been able to map the whole room so we know pretty much who's sat where in that room and
01:54exactly who it is we're gonna be listening to I mean they're operating in many ways like an ordinary
01:58sales team would do they're starting on time they have breaks structured into their day and Jim I think
02:05that's pretty much correct across the board isn't it in terms of this kind of work yeah almost every
02:09scam call center has the same sort of setup so they will definitely have targets to meet if you don't
02:14meet those targets you can get ultimately you can get sacked as a result so they only want the best of
02:20the best people who will actually get money for the bosses with that in mind where we are right now
02:25we are at the end of a month that potentially could mean this lot are going to try even harder to hit
02:32certain targets you will find they will be quite aggressive to get those targets so even if somebody
02:37is ill or someone isn't cooperative they will have these rebuttals these statements that they can
02:44use to keep somebody engaged unbelievable Jim thank you the scammers have no idea that we are watching
02:53their every move and gathering information on who they are Faison is this guy here I'm pretty sure
03:00that's him yes yeah that's why he's got boss man standing over him right this is advanced okay we know
03:08that the scammer on the call is called Faison he is one of 20 workers in this office run by a company
03:16called Tech Harbor Solutions not to be confused with other companies with a similar name I'm telling
03:23you that at this time I'm simply cancel the previous all the bills under your name okay and they're all
03:32managed by these two people that is the boss man yeah and there isn't it the corner goes it is him
03:38and her yeah these two these two are like the floor managers of this room so I'm simply said I drag David
03:44under your name okay the scammer is talking to a woman somewhere in the UK he's pretending to be from
03:50her mobile phone provider three he's claiming he can offer her a better deal on her contract and a free
03:57gift if she signs up for the new offer so this is the phone scam again ma'am if you don't mind please
04:03open your WhatsApp okay I'm sending your full name but we know Faison isn't from three and all he's
04:11interested in is getting this woman's personal information and bank details so that he can place
04:17an order for a pricey mobile phone in her name but that must be a quite an advanced stage the one you've
04:24just picked up on now I've been 15 minutes and I call though we have this person's mobile number
04:30scammer Faison is speaking to her on it we need another way of contacting her yeah I'm sending out
04:36again text you okay in your WhatsApp okay you check I mentioned your name spell is correct oh my goodness
04:44we've heard a name Rhonda McDonald whilst the team looks for more information on her the scammer
04:56may have given us an opportunity to get Rhonda's attention so she's going to be checking messages
05:03if we need to send one because she's going to be checking her phone now number guys read that number
05:09the scammer is trying to get Rhonda to receive a whatsapp message in order to confirm her name
05:18and email address so we want to make sure she sees our warning message when she looks at her phone so
05:26if we can send that text now Nick yeah because we know she's checking her phone but a clearly distressed
05:33Rhonda isn't playing ball with the scammers with Rhonda slipping from the scammers grasp he changes
05:49tactic reminding her of the amazing half price deal she is signing up to so I'm simply getting to the
05:5710 pounds under your name and Sarah one bill in the five farm okay so it's five pounds but to set up
06:06the deal the scammer wants Rhonda's bank details I'm telling you where to seek short code and AD
06:13account number for you said a drug debit under your name no no no but you've got all that there son look
06:19after the doctor to speak to you so no I really need to know she's got a doctor's appointment and he's
06:25trying to keep her on the phone given her distress we need to speak to Rhonda as soon as we can can we
06:38try and call it just in case it gets her off the phone call waiting let's try I know she's on that
06:43phone Rhonda has now been on the phone to scammers for 20 minutes but with Pfizer not making any progress he calls for
06:58backup okay hold on I'm simply transfer this call my senior okay she explained her better way okay hold on hold on
07:06yeah he's signaling to the boss look here she comes headset transfer yeah it was him yeah brilliant yeah
07:12this is the boss yeah hello how are you doing today hey I'm not very well here and I'll get this word
07:20what happened yeah well let me try it again she didn't pick up I don't think she's got a call waiting
07:28so I just want your two to three minutes to proceed it further if you would like to confirm me your
07:36further details the scammer continues pressing Rhonda for her bank details yeah you are absolutely right
07:49we do have your old details but right now ma'am I have to cancel your existing bill from your name
07:55of 10 pounds and then I will be able to set a new bill under your name so make sure absolute lies
08:03this lady said she's ill she's got the flu she's waiting to speak to her doctors and this lot are
08:08just relentless keeping her on the phone it's absolutely horrific to witness the scammers seem
08:15to have won Rhonda round we're about to get a sort called an account number and what is the account number
08:23despite our repeated calls and scam warning text messages we can't get Rhonda off the call so the
08:31team look for a different way to contact her they think they've picked up a Glaswegian accent there's
08:38about eight hits on 192 for an R McDonald in Glasgow so maybe with a bit more detail we need some more
08:44detail we just need to keep this in yeah but while we continue the search the scammer is now asking
08:53Rhonda for money okay ma'am and ma'am for all of this procedure there is just a security hold today
09:00which is the amount of 32 pounds it's a one-time hold for today Rhonda's told the money is a security
09:10deposit to be refunded when she receives her free gift except of course it won't be they're often
09:17ear pods that's what they're offering are the scammer just wants Rhonda's bank card details and ethical
09:25hacker Jim knows why I think they're after as many card details as possible the way this works is they
09:34don't have to reset her account what they can do is just take all of her personal details and just sign
09:41her up directly this is just to create an account on your account yeah it's even worse yeah right my
09:48number if you have pen and paper with you the scammer will use the bank card details alongside the other
09:55personal information they have tricked Rhonda into revealing to open an account with a mobile phone
10:01provider they'll then order an expensive phone and leave Rhonda footing the bill I'm not being
10:10tricky to you I don't mean to be it's just been a long call and I get you know what you can do you
10:23can use that card in which you just have 32 pounds to hold for a security and make sure the card number
10:32must be registered on flat number she's got she's flat number do I just have a look through the Glasgow list
10:39the flat number allows us to narrow our Glasgow search as we identify Rhonda's home address but
10:48the scammer is moving quickly I need the long card number 16 digits yeah definitely bullied her to
10:59get her this far she's handed over all these bank details now she needs to speak to her bank the scammer
11:06then tells Rhonda to expect a text message from her bank to confirm her 32 pound payment but we believe
11:13it will contain a one-time passcode authorizing the purchase of an expensive mobile phone I will not
11:20be doing any transaction right now within two hours your bank will send you a text message on your mobile
11:29number okay bank will ask for your permission first that we are going to make the payment if you will allow
11:37your bank ma'am then the payment will be hold and the parcel is going to be dispatched but rather than
11:45receiving her free gift it will be an expensive mobile phone which she'll be talked into posting
11:51onto the scammers scam warning hang up contact your bank immediately after signing your gift tamper the
11:59scammer tells Rhonda she'll get a call back in the next two hours we believe this is to give the
12:05scammers time to open an account and make a purchase using Rhonda's bank card details but it gives us
12:14an opportunity to raise the alarm yes ma'am within two hours you will receive a call within two hours
12:21oh come on let her go we watch for the call to end thank you so much sounds like the call is going to
12:30end so that's going to be my chance to go in speak to Rhonda nobody's love nobody best wishes for you
12:38such a lovely car right headsets off headsets off still open though tell me when Nick tell me when
12:48there we go right let's go for it cool you jump in she's going to be expecting them yeah
12:55hello hi is that Rhonda yeah hello Rhonda sorry to call you out the blue like this my name's
13:04Rav Wilding I'm calling from the BBC scam interceptor program right the person you were just talking to
13:11are scammers they're not who they claim to be oh my god have you just had a yeah have you just had a
13:19lengthy conversation with someone claiming to be from your mobile phone company yeah I yeah Rhonda
13:25they're not yes they're claiming to send you something in the post like a free gift I suspect
13:31yeah it's not a free gift they've got all my bank details now they have Rhonda so what they would
13:37have done is is taking your details in order to order some new phones in your name so I need you
13:41to speak to your bank as soon as you get off the phone and tell them what's happened I'm actually in
13:47my bed sick you know oh you poor thing how silly was I you're not you're not silly at all Rhonda so
13:53you speak to your bank first then speak to the three network tell them what's happened and I really
13:59hope you feel better soon Rhonda okay thank you so much no problem all right then Rhonda you take
14:06care all right speak to you soon thank you take care bye bye oh my goodness what a lovely lady she
14:14had no idea that she was being scammed genuinely she's ill and they kept her on longer and longer
14:22and longer she tried to get off the phone 40 minutes she's exhausted she's absolutely exhausted I've
14:28offered her support she's okay at the moment she wants to speak to her bank first I think that's the
14:32priority because she has given all the details across to them and we don't know what they could
14:37do with that later that day we got back in touch with Rhonda she'd spoken to her bank which confirmed
14:45that no purchases had been made using her card if you think you've been scammed then there are some steps
14:52you need to take straight away firstly call your bank the number is usually on the back of your
14:59bank card remove any software that scammers have asked you to install on your phone or laptop change
15:07your passwords on as many online accounts as you can report the crime to action fraud go to action
15:13fraud.police.uk or call 0300 123 2040 if you're in Scotland report the crime to the police on 101 and
15:23if you've had a scam text forward that to 7726 that spells spam on your phone's keypad the more that
15:31you report the more that can be done to stop them the call center that targeted Rhonda goes by the name
15:41tech harbor solutions their scam centers around ordering expensive mobile phones in their targets
15:49name when the target receives these items in the post the scammer tells them there's been a mistake
15:57and to return it for a refund but rather than sending it to a company's warehouse it will be sent to an
16:06address under the scammer's control and it's these addresses we want to know more about this is what
16:15we're going to do today you're going to actually make a call and you're going to say that you've just
16:20had phones delivered that you know nothing about that wasn't what you thought was going to happen and
16:24what do you need to do then according to the scammers yeah and what we want from them is a crucial bit of
16:31information as the address as to where the phones go is something we don't currently have and that's
16:38crucial isn't it it is yeah so what what we call mules are basically networks of people within the UK
16:44who are in the pay of the scammers and who are essential to the way that their business works
16:48these mules will basically be getting a cut of whatever profits the scammers make in return for
16:54their services armed with a fake identity and a plausible backstory Nick makes the call oh hello
17:09um I'm a bit confused I've had a phone delivered this morning um yeah sure is Nick Smith I wasn't
17:21expecting a a phone I was expecting a like a new a sim card I'm checking the details for you
17:27still online okay sir so what I can do for you sir I can provide you a prepaid QR code a barcode in
17:35your email or in your whatsapp number so you can visit any of the nearest rome post office and drop
17:41off the wrong parcel over there okay brilliant thank you so much bye take care bye bye bye
17:46so she said she's going to send you a QR code with a prepaid label but I think you did it I hope so
17:58I mean I think they've been very clever in that rather than just sending people addresses they're
18:03sending these QR codes because obviously that makes it seem much more official for starters but also it
18:08means that when people actually receive the address that they're meant to send their returned phone to
18:12they're not going to see that it's just a residential address the QR code should contain the mule address
18:19but scanning the code only leads to more confusion oh hang on this is weird there's loads of there's
18:26loads of address oh really so there's another person on here there's two different addresses
18:32but interceptor harleen has a solution so harleen we've got a plan in place aren't we so
18:39you're going to actually go to the post office and ask them to scan the code but not post anything
18:45at this stage exactly I think if you scan the code if they're willing to do that we can at least
18:50find out where it's going to go let's do it thanks harleen
18:53producer mark and harleen head to the post office that's the destination oh it's sunderland
19:05fantastic we have got the address
19:10getting a suspected mule address is a major breakthrough it could give us clues as to
19:20who is working with the scammers in pakistan a few days later we post a dummy package that looks like
19:29a mobile phone but instead is full of worthless paper to the address harleen obtained the next day
19:39our grounded sceptre team nathan and lauren arrive at the location to surveil the property and to see
19:46who receives our package and it's not long before the postie arrives oh yep yep yep yep yep that's it so
19:55it's being posted now what was someone it looks to be a man but can't get much more from here so quite
20:06far away we has accepted the package all right the post is just left delivered delivered so we have
20:21absolute confirmation that the package that's just been delivered is the package that the hub have sent
20:26them the stakeout has confirmed that this property is receiving goods obtained fraudulently by scammers
20:33from the scam call center tech harbor solutions time for nick to ask the residents at the address
20:43some questions hello there nick stapleton bbc scam interceptors i just want to understand why you're
20:50getting phones delivered to this address for scammers yeah i think you are we sent one a package earlier
20:56today you receive packages to this address that are being sent on to scammers in lahore in pakistan
21:02i don't know why are you doing that i'm not doing you're not doing that no someone else who lives
21:08here does that uh he said went to london he went to london yeah yeah the man tells us that his housemate
21:15who moved in a few weeks ago took the package with him to london shortly after it arrived these phones
21:22that are coming here they're stolen they're from people who have been defrauded so this guy who lives
21:28with you he's helping criminals oh he's making money by stealing from people no really i don't know
21:34yeah i will uh i will ask him when he come back i'd really like to talk to him yeah but when he come
21:40uh tomorrow then uh you can talk with him yeah okay and when you come tomorrow then uh there's a number
21:45on there so he can contact us all right all right thank you very much get him to call me all right
21:49thank you all right okay thank you thank you thank you have a good evening see you
21:55hmm we never heard back from the flatmate but we're determined to take further action against the tech harbor
22:02solutions scammers but we don't just want to disrupt their operation in the uk we want to find out
22:10where exactly in lahore the call center is based information we intend to pass on to authorities
22:20over the next few weeks we continue to monitor the call center
22:25and the team eventually get a breakthrough alice how are you getting on just trying to find out
22:31where this operation is actually based um so i found out a couple of things um we had access to
22:36some external cctv yep um so i took a still of that and we could just sign across the road we could
22:43only see half of the sign okay so from that what have you managed to find out um so i managed to find
22:49uh an educational college which has the same font this is great so this is the building that's right next
22:57to where that image was taken we think so it matches the general area that we thought they were
23:03in we now know with certainty exactly where these scammers are information we can pass on to the
23:10authorities in lahore with our time in the hub coming to an end and our investigation into the call
23:18center complete we want to confront the scammers and call them out on their criminal behavior now we want
23:25to speak to these people now that we've gathered all our evidence and literally put to them what we
23:29know about this criminal operation and one of the things we can do is merging the calls how does it
23:34work so it essentially means we can start a conference call with a scammer and one of their
23:38targets so you will be joining a live call that a scammer is having with somebody in the uk while
23:43they're trying to get all this information out of them so that they can steal phones from them
23:47so literally in real time i can speak to the scammer and tell both them and the potential target
23:52they're speaking to that they are criminals trying to steal from them that's it yeah can't wait this
23:57is our only chance as soon as i speak the scammers will almost certainly wipe their computers meaning
24:03we'll no longer be able to listen to their calls it's imperative that we tell the scammers that we
24:09know exactly what they're up to and that we'll be reporting their criminal activity and we're not
24:16working alone we've drafted in the help of jim and a scam baiter based in the u.s who will work with
24:23us to take down the american part of this global operation what we are going to do today is almost
24:31a global pincer attack on this operation that's it one of jim's contacts he will be having conversations
24:38with the u.s side of this operation while we start having conversations with those who target the uk
24:43so we're going to make sure we all do this at exactly the right time and then we're going to
24:47strike and hopefully take them down it's about time we monitor the cctv closely as our pincer plan
24:56takes effect oh look they're all gathered rounds so someone's got something going on something going
25:01on over here the american scam baiter strikes first calling one of the scammers and telling them
25:08that we've all been monitoring their criminal behavior
25:14as the scammers realize that their every move is being watched realization sets in many of the
25:22agents begin to abandon their stations and it's obvious that the scammers aren't too pleased with us
25:31they hold an emergency meeting at the manager's desk and eventually they disconnect their cameras
25:42that camera's frozen all the cameras are shut down while the u.s operation has taken down the cctv
25:51remarkably there are still some scammers targeting the uk we've still got the ability with our special
25:57bit of kit yes submerge into their calls so we can still disrupt their activity let's have a chat with
26:02some of them shall we yeah let's do it hi is that mohammed arsel
26:14is that mohammed arsel there straight off okay let's try and get another one quickly
26:28siraj is that siraj siraj this is rav wilding from the scam interceptors program
26:35siraj why are you scamming people yeah why are you trying to steal from people siraj
26:40yeah i'm not scanning yes you are siraj why are you pretending you're from a mobile phone company
26:48why are you doing it all right why are you doing it siraj do you know it's a crime
26:58yeah what is my name siraj why are you doing it no no no my name is not siraj what's your name then
27:08is it nazish what's my name is it tomorrow no is it habil what i know who you work with i'm your father
27:18what's your name then the tech harbor solutions scammers have gotten a real fright and a few moments
27:26later server's down hold it it's the whole thing's gone thanks hi
27:34they pulled the plug on the entire operation well there was definitely a lot of chat i could hear in
27:43the background they were repeating some of what was said wasn't there there's clearly some
27:48some panic it sounded like and right now there's no calls being made no whatsoever no they've
27:53completely signed off the server they are a dead call center and when we started this that was
27:58incredibly busy we saw the amount of calls that were going on huge volume of people working for them
28:02always and you know usually 20 25 calls at one time they won't be able to follow through with
28:06their scams right now no way so that is a result
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