Fake Customer-Support DM Reply
When you post a complaint or tag a company on social media, a fake 'support' account DMs you first, then phishes your login, card, or seed phrase.
Think a message like this reached you? You can check it right now.
What this scam is
You complain to or tag a brand (a bank, airline, crypto exchange, retailer) on X/Instagram/Facebook. Scammers monitoring for these posts reply or DM from a lookalike 'support' account, offering to help — then send you a phishing link, ask for your login, card details, or (for crypto) your recovery phrase, or route you to a scam 'agent.' Real companies don't DM you first asking for credentials or seed phrases. Verify the account and use official support channels only.
What it usually looks like
- A quick DM/reply from 'support' after you posted a complaint.
- A lookalike account (extra characters, no real verification).
- A phishing link or request for login/card/seed phrase.
- An offer to 'resolve it fast' via DM.
Common warning signs
- Support that DMs you first after a public post.
- Requests for login, card, or recovery phrase.
- Lookalike or unverified 'support' handles.
- Links to non-official sites.
Example wording scammers use
“Hi, this is [Brand] Support — sorry for the trouble! DM us your login so we can fix your account.”
“We can restore your access — just verify your recovery phrase here.”
These are illustrative examples written by ScamSplain, not real messages.
What the scammers want
- Your login, card, or crypto seed phrase.
- To route you to a scam agent.
- To exploit your urgency for help.
What to do
- Use only the company's official verified account and website for support.
- Never share login, card, or recovery phrase via DM.
- Distrust support that messages you first after a post.
- Report and block the fake account.
What to do if you already responded
- Change passwords, revoke sessions; for crypto, move funds and assume the seed is compromised.
- Call your bank/exchange through official channels.
- Report at reportfraud.ftc.gov.