When Logan McDonald’s customer said their computer was “acting up,” he decided to investigate.
What happened when the customer came in?
Logan: A customer visited the branch concerned that their computer was acting strangely. The customer also mentioned unauthorized purchases on their Amazon account. Right away, I suspected the computer might have been compromised.
Did the customer receive any suspicious communication?
Logan: Yes. The customer mentioned receiving a phone call from someone claiming their computer would be fine after 24 hours if the customer downloaded a “software update.” The customer also received a text message from an unknown number with the name of the software to install.
This scammer was really putting in the work. What did you advise him to do?
Logan: I explained that the caller and the text were likely from the same scammer. I strongly advised the customer not to follow any of the instructions. Instead, I recommended they visit a trusted local computer store to have both their computer and phone checked for malware or spyware.
Was the customer’s financial information at risk?
Logan: Potentially, yes. The customer had used their debit card for online purchases on both their computer and phone. To protect his finances, I issued the customer a new debit card and warned about the risks of using debit cards online—especially on unfamiliar or unsecured websites.
How did you help the customer secure their banking access?
Logan: Since the customer’s phone might have been compromised, I didn’t want them calling our debit card company from that device. Instead, the customer used a trusted family member’s phone to safely call the debit card company and set up a new PIN.
What was the outcome for the customer?
Logan: A few days later, the customer returned to thank me. They said a technician at a local computer company confirmed that the instructions the customer received were indeed part of a scam attempt.
What’s the key takeaway for anyone reading this story?
Logan: Always be cautious of unsolicited calls, texts, or pop-ups asking you to download software or provide personal information. If something feels off, trust your instincts and ask questions. And remember—when in doubt, reach out to your bank or a trusted tech professional before taking action.