Zara customers targeted by fake accounts on X

Scammers are using fake Zara customer service accounts to trick customers on X (formerly Twitter).

If you have an issue with a company, complaining on social media can usually be an effective way to get your issue resolved more quickly.

But Which? has found scammers on X posing as real customer service agents for a number of well-known brands in recent months.

Which? has uncovered 37 fake Zara accounts that were replying to customers' genuine queries on X in a bid to steal their personal data. This comes only a month after we exposed a flurry of bogus airline accounts.

Here, we look at how the Zara scam works and how to spot fake social media posts.

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Fake accounts infiltrate customer complaints

The scam accounts we spotted were actively responding to customer complaints that had tagged Zara's genuine X account.

These fake accounts will often reply quickly, in the hope that customers won't notice they're being contacted by a fraudster.

Many of the accounts used the exact same wording as the fake airline accounts that we uncovered, suggesting that scammers are using bots (a type of automated software) to take advantage of victims.

These replies apologise for the inconvenience, stating that they had ‘already escalated this matter to the relevant department’ and requesting a ‘reachable WhatsApp number for assistance’ via DM (direct message).

Once the fraudster has your phone number, it's likely they'll ask you for more personal information in a bid to commit identity fraud.

A Zara customer who did share their number with a fake account later posted on X:

'Sent my details, someone called and asked for my debit card details, but no one has checked or confirmed the parcel was found or that I will get a refund!'

• Find out more: airline customers targeted by fake accounts on X

What did Zara say?

Zara told us it reports fake profiles as soon as they're detected to ensure they are removed.

It only contacts customers through its official channels, including:

• Whatsapp: 08000 304238
• Its Zara_Care, Zara, Zara_man, Zara_Kids social media accounts
• Its chat function, which is only available through its website or app.

It advises customers to check the social media account carefully to ensure it is official. The brand confirmed it would never display a customer service agent's name on a social media domain.

Zara only ever calls customers from the following number: 08000 304238.

X confirmed it has taken action on accounts violating its rules.

• Read more: how to spot a social media scam

How to spot fake accounts

If you are complaining on social media, you should double check the account responding to you is legitimate before sending over any personal data.

Many retailers and companies now have separate X accounts for general posts and customer service, which can make spotting scammers trickier. For example, Zara's main X account handle is @ZARA while its genuine customer support account is @ZARA_CARE.

Before replying, or sending over any personal information, check the company's official website for links to its social media profiles.

There are other red flags you might be able to spot too.

We noticed that one fake account, claiming to be 'Sharon ZARA Supervisor', used the photo of MP Zarah Sultana as its profile picture.

Account followers are also a giveaway. Fraudulent accounts will often have a tiny number of followers compared to genuine customer service accounts, particularly with big brands.

In terms of typical tactics, a scam account may:

• Ask you to send a DM with your phone number and other sensitive data (they may ask for your booking reference or flight number first, to appear legitimate).
• Direct you to click on links to phishing websites that harvest your card details.
• Claim you are entitled to 'compensation' or owe a small fee to resolve your issue to trick you into downloading a payment app (examples reported to Which? include Remitly, Skrill and WorldRemit).
• Pay for a blue tick verification on X to appear legitimate.

What to do if you've been scammed

If you’ve sent your card details to a scammer, or lost money to a scam, call your bank immediately (using the number on the back of your card or on your statements) and report the scam to Action Fraud, or Police Scotland on 101 if you live in Scotland.

Giving away sensitive details, such as an email address, can be enough for a scammer to access your accounts. Be extra vigilant in case you're targeted with more scams and increase your security by changing your passwords and setting up two-factor authentication.

You should also report the offending account to the relevant social media platform.

Frustratingly, this may not always result in its removal, but under the new Online Safety Act, tech firms including X could eventually be fined for failing to remove harmful and fraudulent content from their platforms.

To report something on X, click on the three dots and select ‘report’ from the dropdown menu. You can also report individual tweets, again by clicking the three dots above the tweet.

• Find out more: get your money back after a scam