Phone return scam leaves victims with charges and no device

A Malwarebytes investigation describes a phone-return scam in which fraudsters pose as a mobile provider offering a free upgrade or exclusive deal. A real device arrives at a victim’s home, and the caller then claims a shipping error necessitates returning the phone. The returned device is supposed to go to the provider, but criminals redirect the shipment, leaving the victim without the phone and facing ongoing charges or a long‑term contract.

The Canadian Anti-Fraud Centre is cited warning that victims first disclose personal information for credit checks, after which scammers order a new phone in the victim’s name.

The scam proceeds with a call using a spoofed number, often impersonating a Canadian provider such as Rogers, and delivery of a genuine device via a legitimate courier. The critical trick is the return label or QR code the caller supplies, which directs the package to an address chosen by the criminals rather than the provider’s returns facility. Consequently, the provider records show no return of the device, and the victim bears the financial and contractual fallout.

The article notes that evidence such as messages, emails, the shipping label, tracking details, order confirmations, bills and a call timeline can support a fraud complaint and investigation. It recommends pausing and verifying offers through trusted channels, and contacting the mobile provider immediately if a device has already been sent. If passwords or PINs were shared, they should be changed through official channels, with retention of all related records. The piece also highlights Malwarebytes Scam Guard as a tool to analyse suspicious links or texts.