This new phone scam has 'carriers' calling to exchange your device - don't fall for it

Source: ZDNet

ZDNET’s key takeaways

• A phone call telling you to return a new phone may be a scam.
• The scammer simply keeps your phone instead of replacing it.
• Hang up on such calls and contact the carrier directly.

The next time you receive a new mobile phone through the mail, be wary if someone calls claiming that you were sent the wrong device and that you need to return it. That could be a scammer looking to get their hands on your expensive new gadget.

This scam hit close to home when one of our editors received a new phone from Spectrum by mail and was then called by someone claiming to be from Spectrum. The caller knew her name, address, and the type of phone she had ordered.

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The alleged representative said a mix‑up had occurred and that the phone needed to be sent back. After the editor promised to call back later, the rep insisted on calling her back, which raised the editor’s suspicion. A quick call to Spectrum confirmed that this is a common swindle: the scammer asks the victim to ship the phone, promising a replacement, but keeps the device for resale or identity fraud.

In the following days the editor received dozens of spam calls, roughly every 15 minutes, likely related to the attempted scam. When she asked the Spectrum agent how the scammer knew her personal details, the agent avoided answering.

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A similar story appeared in a Reddit post. An Xfinity customer received a new phone via FedEx, then got a call from someone claiming to be an Xfinity agent. The caller said the phone was the wrong model and needed to be returned, asking the victim to scan a QR code for a shipping label. When the victim asked for the account number, the caller could not provide it, prompting the victim to hang up and verify with the real Xfinity—confirming it was a scam.

What’s the story behind this kind of crime?

“This is a classic social engineering scam that’s been adapted for mobile device purchases,” said Kern Smith, senior VP of Global Solutions Engineering at mobile security provider Zimperium. “Attackers impersonate a carrier, claim there’s an issue with a newly delivered phone, and try to convince the customer to return it using a QR code or alternate shipping instructions. It’s designed to exploit trust and urgency at the exact moment someone receives a new device.”

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The tactic itself isn’t new, but the timing and level of detail have evolved. Attackers contact victims almost immediately after delivery, citing the specific model or carrier to make the scam more believable.

“That kind of information can come from data breaches, compromised email accounts, exposed shipping data, or even malware that monitors notifications,” Smith explained. “Attackers don’t necessarily need full access to a carrier’s systems. Sometimes leaked order confirmations or tracking information are enough to build a convincing story.”

How to protect yourself

“Consumers should never act on an unsolicited call about a delivery issue,” Smith cautioned. “If someone claims there’s a problem, hang up and contact the carrier directly using the official number or app. Be especially cautious of QR codes sent by text or email, as they can redirect to fraudulent sites.”

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