Taking Action and Supporting Recovery
Once a scam is identified or confirmed, the goal is to stop the harm, protect the account holder from further loss, and support them through emotional and practical recovery. Many victims feel overwhelmed or ashamed — frontline support can make the difference between ongoing victimization and a safe recovery.
Your Role: Stay calm, be non‑judgmental, and guide them step‑by‑step. Victims think clearly when they feel supported, not blamed.
1. Block and Report the Scammer
Stopping all communication is the single most important first step.
- Block their phone number, email, and messaging accounts.
- Unfriend or remove them from social media.
- Report the scammer on the platform (Facebook, Instagram, WhatsApp, dating apps, etc.).
- Advise the customer not to respond again — even to threaten, demand, or confront them.
Important: Scammers often attempt re‑contact from new numbers or accounts. Blocking must be ongoing.
2. Change Contact Information if Needed
This is critical if the scammer has begun harassing or threatening them.
- Change email addresses and phone numbers if unwanted contact continues.
- Phone providers may waive number‑change fees for scam victims.
- Encourage stronger security settings on new accounts.
3. If a Home Address Was Shared
This requires heightened safety precautions:
- Advise them to notify local police of the situation.
- Consider mail holds or PO boxes if identity theft is suspected.
- Document any threats or suspicious activity near their home.
4. Provide Emotional Support
Victims often feel shame, panic, guilt, or fear. Your reassurance helps them think more clearly.
- Reassure them that the scam is not their fault.
- Normalize their reaction — emotional manipulation is designed to override logic.
- Help them regain control by asking: “What would you like to do next?”
- Avoid blame or judgment — it shuts down cooperation.
Remember: Scam victims may need repeated reassurance. Their trust has been shaken — your calm tone helps restore stability.
5. Secure Their Accounts & Identity
- Reset online banking and email passwords immediately.
- Enable multi‑factor authentication everywhere.
- Review recent transactions for unauthorized activity.
- Place alerts or holds on accounts if recommended by your institution.
6. Protect Them from Follow‑Up Scams
Victims of one scam are often targeted again — especially by “recovery scam” criminals.
- Warn them not to trust anyone promising to recover their money.
- Explain that law enforcement does not call victims demanding fees.
- Advise them that scammers share victims' information with other criminals.
7. Report the Scam to the Proper Agencies
Reporting helps the victim and prevents future cases.
- FTC – ReportFraud.ftc.gov (all scams)
- FBI IC3 – www.ic3.gov (online & financial scams)
- U.S. Postal Inspection Service – USPIS.gov (mail scams)
- Social Security OIG – oig.ssa.gov (SSA impersonation scams)
- IdentityTheft.gov (if personal information was stolen)
- Local Police (threats or physical safety concerns)
- Adult Protective Services (elder abuse or exploitation)
- Your Bank’s Fraud Department — add fraud alerts, freeze accounts if needed
