How to Recognize Phone Scams: A Guide for Seniors

Welcome to CyberSmarts for Seniors. This series is created especially for seniors who want to stay safe, confident, and connected in today's digital world.

In this video, we'll explore the most common phone scams you might encounter. You'll learn about family emergency scams, tech support scams, and government impostor scams. Best of all, you'll find out exactly what to say when they call.

Phone scams are among the most common types of fraud. Scammers use the phone because it's immediate, personal, and catches you off guard. But once you know what these scams sound like, you'll recognize them instantly.

The Family Emergency Scam

This scam is particularly cruel because it targets your love for family.

Here's how it works. You get a call, often late at night or early morning. Someone who sounds young and distressed says, "Grandma, it's me." They sound like they're crying or have a cold, which explains why their voice sounds different.

They tell you they're in serious trouble. They've been arrested, had a car accident, or are stranded somewhere. They desperately need money for bail, medical bills, or to get home. The crucial part: they beg you not to tell their parents because they're embarrassed.

Sometimes there's even a second person claiming to be a police officer or lawyer to make it feel official.

Here's what to do: Always hang up and call that grandchild directly using the phone number you have for them. If you can't reach them, call their parents. A real emergency can wait five minutes for you to verify.

What to say: "I need to call you back" and hang up. That's it. You don't need to explain or be polite.

Remember: If they pressure you by saying "Don't hang up" or "There's no time," that pressure confirms it's a scam.

Tech Support Scams

These are extremely common and have become very sophisticated.

The call starts like this: "Hello, this is John from Microsoft Security. We've detected viruses on your computer, and hackers are using it right now."

They sound professional and use scary technical terms. They might say your computer is "sending out spam" or your "Windows licence is about to expire."

Then they ask you to turn on your computer and look at certain files. They'll show you normal system files with names like "Error" or "Warning" and claim these prove infection. Every computer has these files - they're completely normal.

Next, they want remote access to your computer using software like TeamViewer. Once they have access, they can steal your information or install actual malware. Finally, they want payment for expensive "fixes" - often hundreds or thousands of dollars.

Here's the truth: Microsoft, Apple, your internet provider - none of these companies monitor individual computers or call about virus problems. They can't see inside your personal computer and they don't call offering unsolicited help.

What to say: "I don't accept unsolicited tech support calls" and hang up. Or simply hang up without explanation.

If you're genuinely concerned about your computer, contact a local repair shop or the company yourself using their official number.

Government and Bank Impostor Scams

These impersonate organisations you trust.

The Revenue Canada version: "This is Officer Johnson from the Canada Revenue Agency. You owe three thousand dollars in back taxes. If you don't pay immediately, a warrant will be issued for your arrest within two hours."

The bank version: "This is the fraud department at your bank. We've detected suspicious activity. We need to verify your identity immediately or your account will be closed."

Both create extreme urgency and fear. They might know some of your real information, which makes them seem legitimate. Sometimes they use "spoofing" to make your caller ID show the real bank or government number.

Here's the truth: Revenue Canada and banks send written notices first. They don't threaten immediate arrest or account closure over the phone. They give you weeks or months to respond, not hours.

The Canada Revenue Agency will never threaten immediate arrest, demand instant payment, or ask for gift cards or cryptocurrency.

Your bank will never call asking you to verify your full account number, PIN, or password. They already have this information.

What to do: Hang up and call the organisation directly using a number you trust. For your bank, use the number on your bank card. For Revenue Canada, look up the official number on the Government of Canada website.

What to say: "I'll call back using the official number" and hang up.

How to Verify Legitimate Calls

Sometimes legitimate organisations do call. Here's how to tell the difference.

Legitimate calls don't create extreme urgency or threaten immediate consequences. They're willing to let you call back. They don't ask for sensitive information like your Social Insurance Number, PIN, or passwords. They understand if you want to verify their identity.

Simple verification process: Ask for their name, department, and callback number. Tell them you'll call back. Hang up and look up the organisation's official number yourself - don't use the number they gave you. Call that official number and ask to be transferred to the person who called.

If it was legitimate, you'll reach them. If it was a scam, the official organisation will tell you they didn't call.

For banks, verify by logging into online banking or visiting a branch. For government agencies, check your mail for official notices or visit a Service Canada office.

Remember: Legitimate organisations welcome verification. If someone gets angry when you want to verify, that's a red flag.

What You've Learned

Let's practice with quick scenarios.

Scenario One: "Hi Grandma, it's me. I'm in trouble and need money right away." Your response: "I need to call you back" - hang up and call their real number.

Scenario Two: "This is Windows Technical Support. Your computer has viruses." Your response: "I don't accept unsolicited tech support calls" - hang up.

Scenario Three: "This is Revenue Canada. You owe back taxes and must pay now." Your response: "I'll call Revenue Canada directly" - hang up and use the official number.

The pattern is always the same: Don't give information, hang up, and verify through official channels.

You now know how to recognize the three most common phone scams and exactly what to say. You understand that it's always okay to hang up and call back through official channels.

That's why we created CyberSmarts for Seniors - to give you the confidence to trust your instincts and verify before you act.

In our next video, we'll explore online and digital scams, including phishing emails, fake shopping websites, and job scams.

Thank you for watching. Stay safe, stay alert, and remember - it's always okay to hang up.

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Check out the Video Series:

Video 1: Introduction to Scam Awareness

Video 2: The Scammer's Playbook

Video 3: Phone Scams

Video 4: Online & Digital Threats

Video 5: Financial & Romance Scams

Video 6: New Technology Threats

Video 7: Your Protection Toolkit

Video 8: What to Do If You're Targeted

Video 9: Resources & Staying Safe

Watch Video 10: Empowerment & Community

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Return to the Introduction to the Video Series:

Protecting Yourself from Scams: A Complete Guide for Seniors in Canada

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Return to the CyberSmarts for Seniors Introduction:

CyberSmarts for Seniors: Practical Lessons to Build Digital Confidence and Safety

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This resource is part of the CyberSmarts for Seniors Project, funded in part by the Government of Canada’s
New Horizons for Seniors Program and ELNOS, and delivered in Elliot Lake by Raknas Inc. and Golden Voices, the seniors-focused division of the DiversityCanada Foundation.

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