A phone unexpectedly arrives at your home after a caller offers an upgrade or special deal. The delivery is real, but the “return” instructions may send the phone to criminals while leaving you responsible for the device payments or a new contract.
What happened
According to Malwarebytes Labs, the scheme begins with a call that appears to come from a wireless carrier. The caller collects personal information, supposedly for a credit check, and uses it to order a phone in the victim’s name.
A legitimate delivery company then brings the phone to the victim’s home. That real shipment makes the caller’s story seem credible.
The scammer calls again and claims the carrier sent the wrong model or included an extra device. The victim is told to return it with a supplied shipping label or QR code. However, that label directs the package to an address controlled by the criminals instead of the carrier’s return center.
The carrier never receives the device, so the victim may remain responsible for monthly payments, financing charges or a contract. Malwarebytes says police have warned about the scheme after residents lost phones and were left with the related bills. The company has also recorded examples involving US users, although some scammers impersonated Canadian carrier Rogers.
Who is affected
Anyone who receives an unexpected phone after an unsolicited upgrade or promotion call could be targeted. The risk is higher if the caller already collected information for a credit check, asked for a carrier account PIN or password, or controls the return label.
A genuine phone, recognizable carrier name and valid tracking number do not prove the caller is legitimate. The source does not disclose which US carriers, phone models or delivery services may have been involved.
What to do now
End the call and contact your carrier independently. Open the carrier’s official app, type its known website address into your browser, or call the number printed on your bill. Do not use a phone number, link or QR code supplied by the caller.
Verify the order before opening or returning anything. Ask the carrier whether the phone was ordered through your account, whether a financing agreement was created and where an authorized return should go.
Use only a carrier-confirmed return label. Compare the label with instructions provided through the carrier’s official support channel. Keep the tracking number and obtain a shipping receipt.
Act immediately if you already shipped the phone. Tell the carrier that you may have been targeted by a phone return scam. Identify the order and tracking number, and ask the carrier to open a fraud investigation and review the charges.
Secure the account and preserve evidence. If you disclosed a password or PIN, change it through the official carrier app or website and ask support to check for unauthorized activity. Save emails, texts, bills, order confirmations, shipping labels, tracking records and a written timeline of the calls; Malwarebytes says these materials can support a billing dispute or fraud report.
Sources
- Phone return scams: where a real delivery and a fake return end up in a bill for you — Malwarebytes Labs
Written by the CyberSec24 news desk with AI assistance, from the sources above. Spot an error? Tell us and we'll correct it.