T-Mobile Report: Un-carrier Customers Protected from Over 19 Billion Scam Calls in 2023
- T-Mobile's Scam Shield identified or blocked 19.8 billion calls in 2023, equating to 628 spam calls every second.
- Customers experienced a 51% decrease in scam calls from 2022 due to T-Mobile's network advancements and government intervention.
- Americans lost $10 billion to scams in 2023, underscoring the importance of staying protected against fraudsters.
- T-Mobile's ongoing network enhancements and adoption of technologies like machine learning and AI have contributed to reducing scam call attempts.
- The implementation of error code 608 by providers following FCC mandates led to a decline in retry calls and scam attempts.
- T-Mobile's leadership in identifying STIR/SHAKEN calls to combat caller ID spoofing has been instrumental in scam prevention.
- The company's Scam Shield technology remains at the forefront of scam protection in the wireless industry, prioritizing customer safety and ease of use.
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Insights
Telecommunications companies have long grappled with the issue of scam calls, which not only present a nuisance to customers but also pose significant security risks. T-Mobile's implementation of advanced network technology, including machine learning and AI, to combat these calls is a critical step in enhancing customer trust and satisfaction. The use of these technologies to identify and block scam calls is becoming an industry standard, with the STIR/SHAKEN protocol playing a pivotal role.
STIR/SHAKEN is a framework designed to reduce caller ID spoofing by ensuring that calls are digitally signed as legitimate by originating carriers and validated by other carriers before reaching consumers. T-Mobile's aggressive adoption and promotion of this technology demonstrate their commitment to network security, which can be a competitive advantage in the telecommunications sector. The reported 51% reduction in scam call attempts illustrates the effectiveness of these measures and could lead to increased customer loyalty and potentially attract new users concerned about mobile security.
The report's indication that Americans lost $10 billion to scams in 2023 underscores the significant financial impact these fraudulent activities have on consumers. T-Mobile's Scam Shield technology not only serves to protect customers but also acts as a deterrent to fraudsters. A service that effectively reduces the frequency of scam calls can be seen as an added value to T-Mobile's offerings, potentially influencing consumer choice in a market where differentiators are highly sought after.
Consumer protection is a critical aspect of corporate responsibility and T-Mobile's efforts to address this through technological advancements reflect positively on the company's brand image. As scam trends evolve, the continuous development of protective measures will be necessary. This proactive stance can also mitigate potential regulatory pressures and align with government initiatives aimed at curtailing telecommunications fraud.
The financial implications of T-Mobile's Scam Shield technology and the reported decrease in scam calls could have positive effects on the company's operating costs and revenue. Fewer scam calls could translate into reduced customer service expenses, as there will be fewer fraud-related issues to resolve. Moreover, the emphasis on customer protection may enhance T-Mobile's competitive positioning, potentially leading to increased market share and higher customer retention rates.
Investors may view these developments favorably, considering the potential for cost savings and revenue growth. However, it is important to monitor whether these advancements will lead to tangible financial results in subsequent quarters. The investment in AI and machine learning for scam detection also indicates a forward-looking approach to network management, which could have broader applications for service improvements and operational efficiency.
In its 2023 Scam and Robocall Report, T-Mobile unveils the industry’s top scam trends and shares how Scam Shield helps keep customers protected
In its 2023 Scam and Robocall Report, T-Mobile unveils the industry’s top scam trends and shares how Scam Shield helps keep customers protected (Graphic: Business Wire)
What’s the news: The Un-carrier released its 2023 Scam and Robocall Report, sharing that T-Mobile’s Scam Shield identified or blocked 19.8 billion calls in 2023 — an impressive 628 spam calls every second. Thanks to T-Mobile’s ongoing network advancements and government intervention, T-Mobile customers saw a
Why it matters: Americans collectively lost
Who it’s for: Everyone who wants better protection against fraudsters.
T-Mobile (NASDAQ: TMUS) today released its third annual Scam and Robocall Report, sharing new 2023 data highlighting emerging trends related to scam, spam and robocall activity, and showcasing how the Un-carrier’s Scam Shield technology helps keep customers protected against unwanted fraudulent calls.
“Scammers are leveling up, but so is T-Mobile’s Scam Shield, allowing us to continuously evolve our technology when our network filters detect a scam call,” said Ulf Ewaldsson, President of Technology, T-Mobile. “In 2023, Scam Shield identified a staggering 628 scam calls every second, proving scammers aren’t slowing down. T-Mobile’s Scam Shield technology continues to lead the wireless industry in scam protection, helping to keep customers protected from scams with America’s 5G leader.”
Changes in Scammer Behavior
Ongoing advancements to T-Mobile’s network technology, including machine learning and AI, as well as government intervention have pushed scammers back and helped reduce scam call attempts by
- The broader provider implementation of error code 608 mandated by the FCC in 2022, which signifies that the call you initiated was blocked by the originating provider, and therefore, it did not reach the intended recipient. As more carriers followed T-Mobile and implemented error code 608, the number of retry calls significantly declined, resulting in a steep decrease in scam calls in 2023.
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More providers, following T-Mobile’s lead, identifying STIR/SHAKEN calls to combat caller ID spoofing, which accounts for almost
86% of incoming mobile calls.
T-Mobile’s network technology continues to lead the wireless industry in scam protection, prioritizing customer safety, scam prevention and ease of use. By November 2023, Verizon said they blocked 8.2 billion unwanted calls in 2023. In that same period, T-Mobile’s Scam Shield blocked an impressive 17 billion.
Top Techniques from Scammers
Scammers continue to change their tactics with the seasons, continuing to take advantage of seasonal moments including tax season, back to school, open enrollment and the weeks leading up to the holidays, which see the highest influx of scams. Interestingly, Christmas, New Years Eve, Easter and other major holidays saw
Scammers continue to rely on the “if it ain’t broke, don’t fix it” mentality, with repeat tactics that trick unsuspecting customers again and again. Similar to last year, healthcare-related scams (Medicare, health insurance) continued to rise in popularity, accounting for over
The holidays continued to be a major target for scammers as they attempt to catch unsuspecting consumers off guard by impersonating popular retailers (Amazon, Walmart) and delivery providers (UPS, FedEx,
One outlier from previous years is vehicle warranty scams were nearly nonexistent in 2023, following a 2022 FCC cease-and-desist order to a few telcos (not T-Mobile) against these types of scams.
Target Regions/Demographics
Scammers work regionally, hitting some states harder than others. In 2023,
What’s on the Horizon
As Artificial Intelligence (AI) rapidly evolved in 2023, it led to new advancements for businesses and consumers alike — but along with the pros come significant cautions. As AI technology grows, so do consumer threats with scammers leveraging AI to their advantage. Last year, the industry started to see trends like synthetic voice calls, voice cloning, real-time text-to-voice synthesis and Generative AI. As the industry continues to see a rise in AI as a way to trick unsuspecting victims, T-Mobile continues to evolve, investing in AI technologies to increase network level protection.
“Just as phone and text calls evolve, so do the tools required to combat them. Consumers have a hard enough time trying to discern between legitimate and malicious calls and texts,” said Carrie Kerskie, identity theft speaker, author and consultant. “With the implementation of AI, these scams will continue to increase both in frequency and sophistication. Defending against these scams requires tools to help identify the original sender or, even better, block them from ever reaching the intended target.”
Scam Shield’s Got Your Back
T-Mobile’s patented technology protects customers by updating protections every six minutes! Customers who turn on Scam Block will no longer receive "Scam Likely" calls as the call is blocked on the network level. Customers can turn on Scam Block in the Scam Shield app or by simply dialing #662# from a T-Mobile device to stop these calls at the network level. Caller ID and STIR/SHAKEN call verification allow customers to see who is calling and when a call is authenticated by the T-Mobile network.
Here’s how you can protect yourself and your loved ones from scams in 2024:
- Activate free Caller ID to know who is calling.
- Don’t answer any calls from unknown numbers. If the caller is legitimate and trying to reach you, they’ll likely leave a message or send a text.
- If an offer sounds too good to be true, it probably is. Any call demanding immediate payment (via gift card or electronic payment) is very suspect.
- Never reveal personal information, such as your Social Security number, mother’s maiden name, passwords or credit card numbers.
- Don’t assume a caller is who they say they are. If you receive a call from somebody representing a company or government agency, hang up and call back via the phone number listed on the official website to confirm its validity.
- Simply download the free Scam Shield app and toggle on Scam Block (or enable Scam Block by dialing #662# from your T-Mobile device).
- Use Scam Shield’s premium features to block individual numbers and entire categories of spam calls such as telemarketing or political calls.
- Report suspicious SMS messages by forwarding the text to 7726.
T-Mobile and Metro by T-Mobile customers can download the Scam Shield app for free on the App Store or Google Play and have a dashboard at their fingertips for all Scam Shield tools. With the app, you can turn on Scam Block and check to see which calls have been blocked at any time as well as gain access to Caller ID and other free Scam Shield tools.
This report comes from T-Mobile’s analysis of internal Scam Shield data. Scam Shield is available to T-Mobile customers with qualifying service and a capable device. Turning on Scam Block might block calls you want, and Scam Block can be disabled at any time. For more information on Scam Shield, check out https://www.t-mobile.com/customers/scam-shield.
For more information on how T-Mobile is protecting customers with Scam Shield, head here.
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About T-Mobile
T-Mobile US, Inc. (NASDAQ: TMUS) is America’s supercharged Un-carrier, delivering an advanced 4G LTE and transformative nationwide 5G network that will offer reliable connectivity for all. T-Mobile’s customers benefit from its unmatched combination of value and quality, unwavering obsession with offering them the best possible service experience and undisputable drive for disruption that creates competition and innovation in wireless and beyond. Based in
View source version on businesswire.com: https://www.businesswire.com/news/home/20240227571367/en/
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FAQ
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