Fraud victims may feel a range of emotions:

• Anger and a sense of betrayal toward the perpetrator;
• Shame and embarrassment at having been taken;
• Guilt for losing money that was needed to support their families or that they intended to leave to loved ones;
• Fear of financial insecurity;
• Concern about their physical safety and that of family members;
• Fear of criticism by family members and friends;
• Anger that no one prevented the perpetrator from committing the fraud;
• Frustration that no one can immediately stop the perpetrator and get the money back;
• Concern that they may lose their independence if their ability to manage their own affairs is questioned by others.

Law enforcement and social service agencies can’t solve all of these problems, but they may be able to help fraud victims work their way through them.

It’s important for fraud victims to understand that it could happen to anyone.  People of all ages, sexes, mental capacities, income brackets, education levels, occupations, and origins fall victim to various scams.

Tell victims they’re not alone. If you know and are able to share the fact that there other victims of the same perpetrator, or if you can confirm that the type of scam is common, that information can be reassuring to victims.

Shift the blame from the victims to the perpetrators. Crooks appeal to human nature; we all want to believe that it’s our lucky day. And they’re very skillful at convincing people that their promises are true. It’s not a matter of the victims being foolish or greedy – even if they were, the fact is that it’s not right for crooks to steal their money by lying to them.

Encourage victims to report the fraud. Explain to whom the information will go, how it will be treated, whether there is the chance of public exposure, and if so, under what circumstances. Emphasize that every complaint is important, because the more complaints there are about the perpetrator, the more likely it is that action may be taken. They may need your help to find the right place to provide the information, to gather their documentation, and even to fill out a complaint.

Reassure victims about their physical safety. Telemarketing and Internet fraud are conducted remotely; the crooks are usually far away from their victims and unlikely to cause them any physical harm, though they may attempt to harass them by contacting them repeatedly, using profane language, etc. If the perpetrators make any threats of physical harm, victims should be instructed to contact their local police. In cases of severe harassment – fraudulent telemarketers won’t stop calling – victims may want to consider steps such as changing their phone numbers. 

Be realistic with victims. While you want to encourage victims to provide the information, you need to avoid raising false hopes. Money lost to crooks may be gone for good because they can’t be found, they’re beyond the practical reach of the law (for example, in a foreign country), or the money has simply disappeared. It’s possible that formal legal action may never be taken. If your agency or organization attempts to mediate complaints informally, you may or may not succeed. When restitution is possible, it may not be the whole amount. And the process can take a long time. Tell victims not to be discouraged if they don’t get regular updates along the way.

Turn victims into fraud-fighters. The primary concern of most victims is to get their money back, but many also want to prevent others from falling for the same scams. It’s reassuring for victims to know that the information they provide may be used to stop perpetrators, even if no money is recovered. They may also be willing to have their stories used in the media, legislative testimony, or other forms of public outreach. Ask them, explaining that the media is more likely to do the story, and thus warn the public, if actual victims are featured. Legislative hearings have much greater impact when “real” people tell their stories. But even if victims are reluctant to go public, they may be pleased to know if you intend to use their stories, without their names, in your public education work, lobbying for tougher laws, etc. You may be able to channel victims’ anger into other constructive directions as well: as a volunteer in your office, as a speaker about fraud at community events, as someone who is now on the lookout for fraud and reports attempted scams to you or the appropriate agencies. They may also be able to help you do public outreach by connecting you with clubs, civic associations, churches, senior centers, and other groups with which they have contact.

Ask victims how the fraud has impacted their families. If victims indicate that they are having trouble with family members due to the fraud, or if family members have approached you about it, you may be able to help by sharing the first three points with the family. If victims are willing to accept their help, family members may be able to assist with making the complaint and dealing with any financial or other problems that have resulted from the fraud. It’s also important for family members to be sensitive to victims’ concerns about their independence. Unless victims are incapacitated to the point where they truly can’t handle their own affairs, they should be free to manage their bank accounts, mail, telephone, etc. They may agree to have family members help them to some extent, but they shouldn’t be pressured to do so.    

Ask victims about the financial impact of the fraud. Losses could be minor or they could have a significant impact on victims’ financial security. As a result, victims may be temporarily unable to pay their bills; in some cases the losses may be so severe that victims have long-term problems meeting their basic needs. This is especially true with older victims whose savings are lost and who may be retired and unable to earn the money back. Victims may need to negotiate deferred or lower payments with creditors or get help with budgeting. Refer them to nonprofit credit counseling services in their communities. If there is an urgent need – the utilities are going to be shut off – you could obtain their consent to contact their creditors directly. If they need emergency financial help, there may be local charities that can assist them.

Financial losses can be ongoing. If crooks have gotten victims’ bank account numbers, they may continue to debit their accounts, posing as merchants who have their permission to make debits for purchases. If the problem persists, it may be necessary to change the account numbers.

Be aware that fraud sometimes causes serious emotional or physical problems. If you believe that victims’ mental or physical well being have been significantly impacted, suggest that they seek help from physicians, professional counselors, clergy, or social service providers in their communities. Confiding in trusted friends or family members could also be helpful to them. Perhaps you could create a support group so that victims can help each other cope with their problems.

Warn victims that they may be solicited again. Some crooks contact their victims again to ask for more money (i.e. Sorry that investment didn’t pan out, but this one is a sure thing! You sent money for taxes for the sweepstakes but now you have to pay the customs fee.). Or they may be hit up for an entirely new scam by the same perpetrators or others with whom their information has been shared. They may also be contacted by so-called “recovery services” who, in cahoots with the original scammers, offer to get their money back, for a fee paid upfront.

Help victims develop strategies for preventing new efforts to defraud them. Talk to them about the warning signs of fraud, using their situation as an example and giving them materials about fraud from your agency or organization, the National Consumers League, and other sources. Ask them what they would suggest to someone else who might be contacted by a con artist and then encourage them to keep that advice in mind themselves. Urge them to check on any solicitations that they question with their state or local consumer protection agencies, Better Business Bureaus, etc.

Encourage victims to get off telemarketing lists. One way to reduce unwanted calls is to put their numbers on the national “do not call” registry. They can do this themselves, or you or a family member can help them if needed. It’s easy to register by phone at (888) 382-1222, TTY (866) 290-4326. The call must be from the phone number the person wishes to register (but if the person lives in a residential complex that has a PBX phone system, registration by phone may not work). Another alternative is to register online through the www.donotcall.gov Web site. Any computer can be used. Online registration is a two-part process that requires a working email address and the ability to click on a message that will be sent from the “do not call” system to confirm the registration. Registration may not stop fraudulent telemarketers from calling, but it may help victims distinguish between legitimate and fraudulent calls.  Victims might also want to consider getting answering machines to help them screen calls. In addition, they should be advised not to fill out contest entry forms from unknown companies – that’s a primary source for “sucker lists.”

For a PowerPoint Presentation on Helping Telemarketing Fraud Victims, click on one of the following:

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