Up to One in Four Consumers Experience Fraud Attempts Via Mobile Devices Multiple Times Per Week or Daily
December 14 2023 - 8:00AM
“Who’s calling now?” has become a ubiquitous question and a sign of
the times for mobile users as fraud and spammers repeatedly target
consumers through their phones. New research from TransUnion
(NYSE:TRU) reveals that around one-third of consumers experience
fraud attempts multiple times per week, if not daily. More than
half (51%) report being targeted in the last three months.
The most common attacks include social engineering schemes that
try to convince consumers to give sensitive information, like
phishing, which typically occurs via email; vishing, which happens
via phone calls and voice messages; and SMSishing, which occurs
over text message.
Percentage of Consumers Experiencing
Fraud Attempts Multiple Times per Week or Daily
Phishing |
Vishing |
SMSishing |
40% |
32% |
30% |
The research includes a consumer survey of attitudes and
behaviors regarding fraud mitigation on mobile devices, including
use of third-party services and the influence of AI. The full
findings are available in the 2023 Telecommunications
Consumer Report.
“Consumers face a near constant bombardment of fraud attempts on
their mobile devices,” said Dan Carella, head of TransUnion’s
communications vertical. “Understandably, they are looking to
mobile carriers for help reducing the volume of these threats.”
Across generations, consumers cited mobile phone carriers, like
Verizon and T-Mobile, as most responsible for protecting consumers
from fraud on mobile devices. Baby Boomers were most adamant about
this as 45% of that generation identified mobile phone carriers as
responsible, compared to Millennials (39%), Gen X (38%) and Gen Z
(33%).
What’s more, after a year’s tenure with a mobile carrier,
consumers across generations relied more heavily on their mobile
provider to protect them from fraud. New customers with less than a
year with their mobile phone carriers said tech companies that
provide email and browsing services—like Google and Microsoft—are
almost as responsible as mobile carriers to help them combat
fraud.
“As data breaches increase and more customer data is exposed,
consumers are seeing a rise in unwanted spam calls and expect
mobile carriers to continue providing them with the tools to avoid
falling victim to fraud attempts,” said James Garvert, senior vice
president, TruContact Communications Solutions at TransUnion.
“Given these rising expectations, we expect communication service
providers will continue making the investments to meet the
expectations of their customers.”
Consumers’ top fraud prevention measuresThe
report also identified which types of fraud protections consumers
want from mobile service providers. Across generations, seeing the
ID of callers was almost universally desired. Generational
differences split the next most popular options.
For Gen Z consumers, the ability to perform a reverse phone
number lookup for unknown callers was about equally important as
having access to free credit and identity monitoring services.
Millennials saw less value in reverse lookup capabilities but were
equally as excited about credit and identity monitoring as Gen
Z.
Gen X and Baby Boomers expressed about the same interest in
reverse lookup, credit and identity monitoring, and the ability to
block suspicious phone numbers.
Consumers’ Top Fraud Prevention Measures
From Mobile Service Providers, by Generation
Generation |
Ability to See the ID of the Caller |
Reverse Phone Number Lookup |
Free Credit & Identity Monitoring
Services |
Ability to Block Suspicious Phone Numbers |
Gen Z |
75% |
59% |
57% |
45% |
Millennials |
65% |
49% |
58% |
50% |
Gen X |
69% |
53% |
52% |
51% |
Baby Boomers |
75% |
51% |
49% |
53% |
The report notes that nearly a quarter (23%) of consumers who
are very concerned about fraud signed up for a paid identity
protection service. However, at least half of all generations
indicated a desire for free credit and identity monitoring, offered
by their mobile service providers.
“Mobile service providers are in constant competition to retain
customers,” said Lindsey Downing, senior vice president of
TransUnion consumer credit and identity protection programs. “By
providing a credit and identity monitoring service, companies can
improve customer experiences, while delivering on consumer
expectations and inspiring greater loyalty.”
Learn more about TransUnion’s TruContact™ Trusted Call
Solutions. Learn more about TransUnion’s TruEmpower™ Identity
Protection Solutions.
For full research findings, read the 2023
Telecommunications Consumer Report.
RESEARCH METHODOLOGY This online survey of
1,500 adults was conducted from September 2023 by TransUnion in
partnership with third-party research provider, Dynata. Survey
participants included adults 18 years of age and older residing in
the United States. Participants were surveyed using an online
research panel method across a combination of desktop, mobile, and
tablet devices. Survey questions were administered in English. To
ensure general population sample representativeness across United
States resident demographics, the survey targeted respondents in
line with the census statistics on the dimensions of age, gender,
and household income. Generations are defined as follows: Gen Z,
born 1995- 2005; Millennials, born 1980-1994; Gen X, born
1965-1979; Baby Boomers, born 1945-1964. These research results are
unweighted and statistically significant at a 95% confidence level
within ±3 percentage points based on calculated error margin.
Please note some chart percentages may not add up to 100% due to
rounding or multiple answers being accepted.
About TransUnion (NYSE: TRU) TransUnion is
a global information and insights company with over 12,000
associates operating in more than 30 countries. We make trust
possible by ensuring each person is reliably represented in the
marketplace. We do this with a Tru™ picture of each person: an
actionable view of consumers, stewarded with care. Through our
acquisitions and technology investments we have developed
innovative solutions that extend beyond our strong foundation in
core credit into areas such as marketing, fraud, risk and advanced
analytics. As a result, consumers and businesses can transact with
confidence and achieve great things. We call this Information for
Good® — and it leads to economic opportunity, great experiences and
personal empowerment for millions of people around the
world. http://www.transunion.com/business
Contact |
Dave
Blumberg |
|
TransUnion |
E-mail |
david.blumberg@transunion.com |
Telephone |
312-972-6646 |
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