#voip phone number services

[cleverstacksblog]

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[mostlysignssomeportents]

How I got scammed

If you'd like an essay-formatted version of this post to read or share, here's a link to it on pluralistic.net, my surveillance-free, ad-free, tracker-free blog:

https://pluralistic.net/2024/02/05/cyber-dunning-kruger/#swiss-cheese-security

I wuz robbed.

More specifically, I was tricked by a phone-phisher pretending to be from my bank, and he convinced me to hand over my credit-card number, then did $8,000+ worth of fraud with it before I figured out what happened. And then he tried to do it again, a week later!

Here's what happened. Over the Christmas holiday, I traveled to New Orleans. The day we landed, I hit a Chase ATM in the French Quarter for some cash, but the machine declined the transaction. Later in the day, we passed a little credit-union's ATM and I used that one instead (I bank with a one-branch credit union and generally there's no fee to use another CU's ATM).

A couple days later, I got a call from my credit union. It was a weekend, during the holiday, and the guy who called was obviously working for my little CU's after-hours fraud contractor. I'd dealt with these folks before – they service a ton of little credit unions, and generally the call quality isn't great and the staff will often make mistakes like mispronouncing my credit union's name.

That's what happened here – the guy was on a terrible VOIP line and I had to ask him to readjust his mic before I could even understand him. He mispronounced my bank's name and then asked if I'd attempted to spend $1,000 at an Apple Store in NYC that day. No, I said, and groaned inwardly. What a pain in the ass. Obviously, I'd had my ATM card skimmed – either at the Chase ATM (maybe that was why the transaction failed), or at the other credit union's ATM (it had been a very cheap looking system).

I told the guy to block my card and we started going through the tedious business of running through recent transactions, verifying my identity, and so on. It dragged on and on. These were my last hours in New Orleans, and I'd left my family at home and gone out to see some of the pre-Mardi Gras krewe celebrations and get a muffalata, and I could tell that I was going to run out of time before I finished talking to this guy.

"Look," I said, "you've got all my details, you've frozen the card. I gotta go home and meet my family and head to the airport. I'll call you back on the after-hours number once I'm through security, all right?"

He was frustrated, but that was his problem. I hung up, got my sandwich, went to the airport, and we checked in. It was total chaos: an Alaska Air 737 Max had just lost its door-plug in mid-air and every Max in every airline's fleet had been grounded, so the check in was crammed with people trying to rebook. We got through to the gate and I sat down to call the CU's after-hours line. The person on the other end told me that she could only handle lost and stolen cards, not fraud, and given that I'd already frozen the card, I should just drop by the branch on Monday to get a new card.

We flew home, and later the next day, I logged into my account and made a list of all the fraudulent transactions and printed them out, and on Monday morning, I drove to the bank to deal with all the paperwork. The folks at the CU were even more pissed than I was. The fraud that run up to more than $8,000, and if Visa refused to take it out of the merchants where the card had been used, my little credit union would have to eat the loss.

I agreed and commiserated. I also pointed out that their outsource, after-hours fraud center bore some blame here: I'd canceled the card on Saturday but most of the fraud had taken place on Sunday. Something had gone wrong.

One cool thing about banking at a tiny credit-union is that you end up talking to people who have actual authority, responsibility and agency. It turned out the the woman who was processing my fraud paperwork was a VP, and she decided to look into it. A few minutes later she came back and told me that the fraud center had no record of having called me on Saturday.

"That was the fraudster," she said.

Oh, shit. I frantically rewound my conversation, trying to figure out if this could possibly be true. I hadn't given him anything apart from some very anodyne info, like what city I live in (which is in my Wikipedia entry), my date of birth (ditto), and the last four digits of my card.

Wait a sec.

He hadn't asked for the last four digits. He'd asked for the last seven digits. At the time, I'd found that very frustrating, but now – "The first nine digits are the same for every card you issue, right?" I asked the VP.

I'd given him my entire card number.

Goddammit.

The thing is, I know a lot about fraud. I'm writing an entire series of novels about this kind of scam:

https://us.macmillan.com/books/9781250865878/thebezzle

And most summers, I go to Defcon, and I always go to the "social engineering" competitions where an audience listens as a hacker in a soundproof booth cold-calls merchants (with the owner's permission) and tries to con whoever answers the phone into giving up important information.

But I'd been conned.

Now look, I knew I could be conned. I'd been conned before, 13 years ago, by a Twitter worm that successfully phished out of my password via DM:

https://locusmag.com/2010/05/cory-doctorow-persistence-pays-parasites/

That scam had required a miracle of timing. It started the day before, when I'd reset my phone to factory defaults and reinstalled all my apps. That same day, I'd published two big online features that a lot of people were talking about. The next morning, we were late getting out of the house, so by the time my wife and I dropped the kid at daycare and went to the coffee shop, it had a long line. Rather than wait in line with me, my wife sat down to read a newspaper, and so I pulled out my phone and found a Twitter DM from a friend asking "is this you?" with a URL.

Assuming this was something to do with those articles I'd published the day before, I clicked the link and got prompted for my Twitter login again. This had been happening all day because I'd done that mobile reinstall the day before and all my stored passwords had been wiped. I entered it but the page timed out. By that time, the coffees were ready. We sat and chatted for a bit, then went our own ways.

I was on my way to the office when I checked my phone again. I had a whole string of DMs from other friends. Each one read "is this you?" and had a URL.

Oh, shit, I'd been phished.

If I hadn't reinstalled my mobile OS the day before. If I hadn't published a pair of big articles the day before. If we hadn't been late getting out the door. If we had been a little more late getting out the door (so that I'd have seen the multiple DMs, which would have tipped me off).

There's a name for this in security circles: "Swiss-cheese security." Imagine multiple slices of Swiss cheese all stacked up, the holes in one slice blocked by the slice below it. All the slices move around and every now and again, a hole opens up that goes all the way through the stack. Zap!

The fraudster who tricked me out of my credit card number had Swiss cheese security on his side. Yes, he spoofed my bank's caller ID, but that wouldn't have been enough to fool me if I hadn't been on vacation, having just used a pair of dodgy ATMs, in a hurry and distracted. If the 737 Max disaster hadn't happened that day and I'd had more time at the gate, I'd have called my bank back. If my bank didn't use a slightly crappy outsource/out-of-hours fraud center that I'd already had sub-par experiences with. If, if, if.

The next Friday night, at 5:30PM, the fraudster called me back, pretending to be the bank's after-hours center. He told me my card had been compromised again. But: I hadn't removed my card from my wallet since I'd had it replaced. Also, it was half an hour after the bank closed for the long weekend, a very fraud-friendly time. And when I told him I'd call him back and asked for the after-hours fraud number, he got very threatening and warned me that because I'd now been notified about the fraud that any losses the bank suffered after I hung up the phone without completing the fraud protocol would be billed to me. I hung up on him. He called me back immediately. I hung up on him again and put my phone into do-not-disturb.

The following Tuesday, I called my bank and spoke to their head of risk-management. I went through everything I'd figured out about the fraudsters, and she told me that credit unions across America were being hit by this scam, by fraudsters who somehow knew CU customers' phone numbers and names, and which CU they banked at. This was key: my phone number is a reasonably well-kept secret. You can get it by spending money with Equifax or another nonconsensual doxing giant, but you can't just google it or get it at any of the free services. The fact that the fraudsters knew where I banked, knew my name, and had my phone number had really caused me to let down my guard.

The risk management person and I talked about how the credit union could mitigate this attack: for example, by better-training the after-hours card-loss staff to be on the alert for calls from people who had been contacted about supposed card fraud. We also went through the confusing phone-menu that had funneled me to the wrong department when I called in, and worked through alternate wording for the menu system that would be clearer (this is the best part about banking with a small CU – you can talk directly to the responsible person and have a productive discussion!). I even convinced her to buy a ticket to next summer's Defcon to attend the social engineering competitions.

There's a leak somewhere in the CU systems' supply chain. Maybe it's Zelle, or the small number of corresponding banks that CUs rely on for SWIFT transaction forwarding. Maybe it's even those after-hours fraud/card-loss centers. But all across the USA, CU customers are getting calls with spoofed caller IDs from fraudsters who know their registered phone numbers and where they bank.

I've been mulling this over for most of a month now, and one thing has really been eating at me: the way that AI is going to make this kind of problem much worse.

Not because AI is going to commit fraud, though.

One of the truest things I know about AI is: "we're nowhere near a place where bots can steal your job, we're certainly at the point where your boss can be suckered into firing you and replacing you with a bot that fails at doing your job":

https://pluralistic.net/2024/01/15/passive-income-brainworms/#four-hour-work-week

I trusted this fraudster specifically because I knew that the outsource, out-of-hours contractors my bank uses have crummy headsets, don't know how to pronounce my bank's name, and have long-ass, tedious, and pointless standardized questionnaires they run through when taking fraud reports. All of this created cover for the fraudster, whose plausibility was enhanced by the rough edges in his pitch - they didn't raise red flags.

As this kind of fraud reporting and fraud contacting is increasingly outsourced to AI, bank customers will be conditioned to dealing with semi-automated systems that make stupid mistakes, force you to repeat yourself, ask you questions they should already know the answers to, and so on. In other words, AI will groom bank customers to be phishing victims.

This is a mistake the finance sector keeps making. 15 years ago, Ben Laurie excoriated the UK banks for their "Verified By Visa" system, which validated credit card transactions by taking users to a third party site and requiring them to re-enter parts of their password there:

https://web.archive.org/web/20090331094020/http://www.links.org/?p=591

This is exactly how a phishing attack works. As Laurie pointed out, this was the banks training their customers to be phished.

I came close to getting phished again today, as it happens. I got back from Berlin on Friday and my suitcase was damaged in transit. I've been dealing with the airline, which means I've really been dealing with their third-party, outsource luggage-damage service. They have a terrible website, their emails are incoherent, and they officiously demand the same information over and over again.

This morning, I got a scam email asking me for more information to complete my damaged luggage claim. It was a terrible email, from a noreply@ email address, and it was vague, officious, and dishearteningly bureaucratic. For just a moment, my finger hovered over the phishing link, and then I looked a little closer.

On any other day, it wouldn't have had a chance. Today – right after I had my luggage wrecked, while I'm still jetlagged, and after days of dealing with my airline's terrible outsource partner – it almost worked.

So much fraud is a Swiss-cheese attack, and while companies can't close all the holes, they can stop creating new ones.

Meanwhile, I'll continue to post about it whenever I get scammed. I find the inner workings of scams to be fascinating, and it's also important to remind people that everyone is vulnerable sometimes, and scammers are willing to try endless variations until an attack lands at just the right place, at just the right time, in just the right way. If you think you can't get scammed, that makes you especially vulnerable:

https://pluralistic.net/2023/02/24/passive-income/#swiss-cheese-security

Image: Cryteria (modified) https://commons.wikimedia.org/wiki/File:HAL9000.svg

CC BY 3.0 https://creativecommons.org/licenses/by/3.0/deed.en

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[ralfmaximus]

I've got one coworker who calls me occasionally without any warning whatsoever. Everyone else hits me up in work chat first: hey are you busy? got a sec? can I call?

But not this guy. Also, he uses his personal cell phone, and due to whatever wacky VOIP cellular service he uses, it's never the same number twice, and his caller ID is literally "wireless caller".

This guy is THE ONLY REASON I ever answer my phone, even if the caller ID screams spam. Because if I don't talk to him, something at work that's on fire will get worse, making everyone else's life a little worse.

So I answer his calls, and he never introduces himself or gives context for the call. He's already six words into his stream of consciousness explanation of what the problem is and what I need to do to help him fix it. It's always very arcane, very technical.

"Screen SA-011 is throwing a validation error, and it has something to do with the foobar field. I think the combo box on that screen has lost its list of validations, so if you could--"

It's like being thrown into an ice cold river. I forget to breathe, listening to him monologue endlessly, trying to simultaneously parse what he's saying while also rewinding the conversation in my memory back to the beginning so I can maybe figure out the context for the call. I sometimes jot key phrases on a scrap of paper while he talks.

Eventually he stops. Now it's my turn. I get to reply, to tell him what he needs to know to fix his problem, and (weirdly) nine times out of ten I can. There's a part of me that wakes up and knows, even if my conscious brain has no fucking clue. Often it's a memory from eight years ago when we first wrote that module, and it's just enough to trigger an additional cascade of important memories on his side.

"Yeah," I hear myself reply, "that's the UD1015 table, and you'll need to reload that from backup. There are too many values in there to enter manually."

He thanks me and hangs up. The whole interaction lasted less than four minutes and I won't hear from him again this year.

Now what the fuck was I doing?

[agentjayrock]

Uber? Lyft? What the hell is going on?

Ever had to contact customer support and heard over an automated voice instead of a human? How about contacting them and once you explain to them your issues only for them to give you ready-made responses as they haven't clue of what you're talking about? Well, that's been my excrcuiating experience as a driver for both companies at the same time. So, let's dive into how ludicrous it's been.

Let's start with Uber since it's rich with crazy stories. Uber has kind of a fair hourly wage going $25-30. You can receive payments on weekly basis like most jobs and contracts. Or you can have instant access to your money and even cash out once you've finished your shift with the Pro Card. Of course, I would choose the latter because why not? Normally I cash out directly to my debit card and needed I new one some time ago. I went in to change the details for the new card and had to undergo a security code verification via text message. I never received it so I had to contact support. I explained the issue I had and was told to whilelist my phone number from a text message. That's strange. How come I can receive text messages from Pro Card just fine when logging in, but not for this? Because this didn't work. I thought that this had to be a problem in their end. Now, a good tech support agent would troubleshoot such an issue should a solution like that not work. Not here; they "took it to further support" (Bear with here. I couldn't remember exactly what they said.) in order to resolve my issue. Their response: logout and in, reinstall the app and restart my phone. None of that worked because it's the most half-assed set of solutions of all time. Imagine if EA told you do that with their games you try to boot up. It'll just add the notoriety they're known for having.

It didn't feel like I was chatting with a human, so I decided to call support for a better chance. I had to wait (Get ready for this) ONE MOTHERFUCKING HOUR just to talk with someone. I can't believe I had the patience for that. I finally get to talk with an agent, only for them to tell me the same. Damn. Thing. Dude, what the fuck? Is Uber run by Skynet or something?! I kept contacting until I remembered why I had to whitelist the phone number I've been using with my account: it's because it's believed that it was being blocked by the provider. The number here is one I had setup for business reasons via TextFree, so I contacted them about it and they told me there was no issue on their end. Is Uber screwing with at this point? But, I went and switched the number on my account to my personal one, thinking that the business number is being assumed to be a VoIP, which is not allowed with some services. I finally get the code needed to finalize debit card changes to my Pro Card account.

Now this next story really interfered with my job significantly. I've been doing rideshare look normal, steady with a consistent schedule I setup for myself. The one thing that annoys me is that I have to verify my facial identity every once in a while. I mean, you know what I look like. Nothing too drastic has changed about me. So, why do I gotta go through this as I begin the job at a desired time? One day, I randomly go into the trip preferences menu to see it go from this:

To this:

Note: the Uber Eats food delivery preference is suppose to be there, but I didn't take a screenshot before it disappeared.

Of course, I had to talk to an agent. But this was more aggravating. I tried my damnedest to explain this issue. The agent, however, couldn't seem to figure out what I mean. Did they not have any job training? Once that was sorted, the agent said things like "This should be the type of experience for you to have" or "We understand your concern". Do ya, really? Because you should've went deeper into it by now. Continuing with this chat, guess what they told me then: the same solution from the Pro Card "troubleshoot", but that didn't work because THE APP IS NOT THE FUCKING PROBLEM! I disconnected and got in contact with a different agent. This bullshit repeated, but I got a whole new response. I got confirmation of my eligibility to have these preferences, including UberXL, and it was still approved. They also actually spent the time to look into it for a few minutes, although it was longer than. The problem involved the inspection of the vehicle I have registered. They wanted me to show an image of a newly documented inspection, but I don't have to worry about it for another 6 months. In my state at least, (I'm from the USA) I have to perform an annual inspection for legal validity of driving the vehicle, and it's $100. Doing this every 6 months makes no sense and it feels like it'll lead to an endless money pit, as a certain mechanic would say.

After that was sorted, I went back to doing the job like normal, only for it to happen again the next week. Starting to feel like Uber has a grudge against me. I go back to dealing with the same ol' crap more frustrated than ever, even angry, and get an unexpected response: I'm not eligible to perform UberXL rides. Well, isn't this the most inept thing to happen here? I drive a minivan, goddammit. What do you mean I'm not eligible? I just disconnected and almost didn't bother to reach another agent. But, I'm managed to collect myself and get it sorted out like last time. I'm certain this will happen again however.

On the Lyft side of things, the same issue with support, except this is about emblems. Speaking of those emblems, the adhesive is weak sauce. So, I needed new ones. You can order new ones from the site or app with the push of a button. It's suppose to arrive within week, but didn't as that time range passed. I had to contact an agent, but it was hard to do it on the app because for some reason, they have too high of expectations that problems are solved with FAQs. But this is a troubleshooting issue; there's no way they can believe things can work fine that easily all the time. I had to go to the site to get help, and they responded by arranging a new order, which did arrive. Thing is, I've had this problem since I first signed up. I didn't even get my training kit with the cool pink mustache. After those emblems wear out too soon, I had to order another pair. Here's me thinking "Maybe they sorted out that issue with the delivery". But something even worse happened:

And as of the date of this blog post, it's still like this. Why? I even contacted them with this screenshot and they just gave me an automated message saying they'll just reship the emblems. This shouldn't have to be the only way to obtain new emblems beside the Express Hubs, which is too far from where I live. And they didn't arrive this time. If I contact them about any other problem, it'll just be the same type of response instead of troubleshooting.

Now, I don't know too much about the experience with support for riders since I've not used rideshare often. But I'm sure there's similar issues. The fact that this is the type of support we receive is unacceptable. It's as if they only measure their success financially based on the quantity of users. With the money they make, you'd think they could hire more competent employees for tech support, but they just found some random people with barely any tech skills to speak of and brought them in. There's got to be some kind of union strike or something because we can't keep letting them get away with this.

[stepperbox]

one benefit skype had because it was also a voip phone service was that you could redirect your friends to random freephone numbers if you didn’t want to answer their calls

[petarbrown]

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A communications protocol used for signaling and regulating multimedia communication sessions is known as the Session Initiation Protocol (SIP). It is used most often in IP telephony for audio and video conversations, in addition to instant messaging all over Internet Protocol (IP) networks. In simple words, the development of SIP Trunk was motivated by the need to facilitate the simultaneous transmission of speech and data via the internet. It allows businesses to make telephone calls across a wide area network connection, which may connect to the public switched telephone network (PSTN).

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Automatic Call Failover Possible

SIP trunking's automatic call failover is a massive benefit for any company that depends extensively on communicating with external clients. If a call fails to reach its intended recipient, the SIP trunk will automatically reroute it to a different number. Another phone number or SIP trunk might be used as the call's final destination.

To prevent any one trunk from being used to capacity, SIP trunking's "load balancing" capabilities distribute incoming calls over many trunks. Load balancing is viable for maintaining stable phone services even during peak business hours. 

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[carmichaelconsultingusa]

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[techtired]

When scaling user registrations, online SMS verification through virtual numbers offers businesses a streamlined solution to securely verify new accounts without needing physical infrastructure. By leveraging virtual numbers, companies can efficiently connect with global clients and launch targeted campaigns across different regions, overcoming common challenges like high costs and logistical limitations. Virtual phone numbers provide businesses with a cost-effective way to establish a local presence, enabling them to seamlessly build trust and engagement across borders. Visit SMSLive for further insights on virtual number solutions for businesses seeking secure account verification and expansion opportunities. What Are Virtual Phone Numbers? Virtual phone numbers operate over the internet rather than being tied to a physical location. This flexibility is made possible through VoIP (Voice over Internet Protocol) technology, which transmits calls over the Internet, allowing virtual numbers to work globally. Unlike traditional phone systems, virtual numbers don’t require physical infrastructure like cables or local lines, making them an attractive option for businesses seeking efficient and scalable communication. When customers dial a virtual number, the call is routed through the VoIP service provider, reaching devices such as smartphones, computers, or VoIP-enabled landlines. Virtual numbers are a powerful tool for businesses aiming to grow internationally while keeping operational costs low. 6 Ways A Virtual Phone Number Can Help Expand Your Business Here are six advantages of using virtual phone numbers, from establishing a local presence to boosting customer engagement, that can help businesses expand globally without needing physical offices. Local Presence in Multiple Locations Virtual phone numbers can give your business a “local” identity in multiple locations, which increases customer trust and engagement. Customers prefer interacting with local numbers, as they feel more comfortable contacting nearby businesses. By using virtual numbers tailored to different regions, companies can foster a sense of familiarity and loyalty among customers, even if they operate remotely. Cost-effective Scaling Expanding business operations can be costly, but virtual numbers offer a cost-effective alternative. Instead of investing in new office spaces or infrastructure, companies can set up virtual numbers on a single device and manage multiple numbers across different locations. This scalability reduces overhead costs and enables businesses to reach international markets without physical setups, saving time and resources while ensuring effective communication. This approach allows for a more flexible allocation of resources toward marketing, development, and customer support. Facilitate Remote Work In today’s digital workplace, virtual phone numbers facilitate remote work by enabling employees to connect from anywhere. This flexibility means teams can work collaboratively without being in the same office, which is particularly beneficial for global or distributed teams. By integrating virtual numbers into their communication system, businesses can support remote employees, improving productivity and expanding their hiring capabilities to a broader talent pool, ultimately creating a more robust, dynamic workforce. Identify Ideal Business Location Virtual phone numbers help businesses identify potential growth regions by analyzing call data from different numbers assigned to various campaigns. This data reveals where most customer interactions occur, allowing businesses to optimize their marketing efforts and pinpoint ideal markets. By understanding regional engagement patterns, companies can make more informed decisions on where to focus their expansion efforts, maximizing their impact and reach in the most responsive areas. Improve Business Credibility and Trust Building trust in new markets is essential for business expansion. Virtual numbers with local area codes create an impression of regional presence, which can increase customer confidence in the company’s reliability. This sense of proximity enhances credibility, making customers more likely to engage with the business. Virtual numbers help companies establish a robust and professional image in unfamiliar markets, reinforcing trust and fostering customer loyalty by providing accessible, reliable contact points. Increasing Customer Reach Using virtual numbers with local prefixes enables businesses to attract a broader customer base. Local customers often prefer to engage with nearby companies due to lower call costs and perceived accessibility. Virtual numbers make this possible by giving customers an affordable, convenient way to connect, which helps increase engagement and solidify brand presence in competitive regions. This strategy encourages sustained interaction with the business, expanding its reach and customer base. What Are Different Types of Virtual Numbers Available for Business? Virtual numbers come in various types, including local, toll-free, and vanity numbers, each tailored to different business needs and communication strategies. Local Virtual Phone Number Local numbers create a geographical identity, helping businesses appear local to specific areas. This familiarity boosts customer loyalty, as people often prefer dealing with companies they perceive as nearby. For businesses looking to establish strong customer relationships and increase engagement, local virtual numbers provide an effective solution to strengthen regional brand identity and customer trust. Toll-Free Virtual Phone Number Toll-free numbers let customers reach businesses at no cost, enhancing accessibility and supporting customer service efforts. Usually starting with prefixes like 800 or 888, these numbers eliminate cost barriers for customers, broadening the business’s reach and making communication easier. This cost-free access encourages more interactions, as clients know they can reach support or sales teams without incurring charges. Vanity Virtual Phone Number Vanity numbers are customized to spell words or memorable digit sequences that resonate with the brand, like 1-800-FLOWERS. They enhance brand recall, making it easier for customers to remember the business. These numbers are handy for promotional campaigns and can support branding efforts by providing a consistent, recognizable contact point across regions, strengthening the company’s identity and visibility. How To Get A Virtual Phone Number For Business? Obtaining a virtual phone number is straightforward and can be completed online. Numerous providers offer flexible options to meet various business needs. Here’s a quick guide on how to acquire a virtual business phone number for efficient communication: Visit a VoIP provider’s website or download their app. Register by entering the necessary details and verifying your email address. Select a suitable VoIP plan that aligns with your business requirements. Go to the "Settings" section, find "Numbers," and choose a virtual number that best fits your goals. Complete the purchase steps to activate your virtual number. For more on virtual numbers and how they function, refer to the Wikipedia page on VoIP. Wrapping Up Virtual numbers enable businesses to expand into new markets seamlessly and affordably, building local trust and reducing infrastructure costs. They offer a flexible, accessible solution for businesses to reach customers globally. Providers like Calilio offer virtual numbers across various regions, making it easier for companies to scale operations while maintaining effective communication. Consider integrating virtual numbers to drive growth and enhance your company’s presence in target markets, enabling B2B and B2C engagement. Read the full article