Which? found that scammers are using fake Zara customer service accounts to trick customers on the social media platform formerly known as Twitter.
Many of the accounts used the exact same wording as the fake airline accounts Which? uncovered last month, suggesting that scammers are using bots to take advantage of victims.
Which? uncovered 37 fake Zara accounts that were replying to customers’ genuine queries on X in a bid to steal their personal data.
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 fake accounts often attempt to infiltrate customer complaints by responding to posts tagging genuine accounts.
These fake accounts often reply quickly, in the hope that customers won’t notice they’re being contacted by a fraudster.
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In Zara’s case, the fake 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).
But once a 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!”
Zara told Which? it reports fake profiles as soon as they’re detected to ensure they are removed. It added that it only contacts customers through its official channels, including its Whatsapp number of 08000 304238, the Zara_Care, Zara, Zara_man, and Zara_Kids social media accounts, and its chat function which is only available through its website or app.
X confirmed it has taken action on accounts violating its rules.
