When 70-something Penny* clicked on what looked like a routine Microsoft security warning on Facebook, she had no idea she was about to become the victim of one of Australia's fastest-growing scams.
What happened next could have cost her $15,000—but thanks to quick-thinking bank staff and a stroke of luck, she became one of the rare Australians to get their money back from cybercriminals.
Her story serves as both a cautionary tale and a beacon of hope, but experts warn that for every Penny who recovers their losses, countless other Australians aren't so fortunate.
The Scam That's Costing Australians Millions
Remote access scams saw a staggering 52 per cent increase in the first quarter of 2024, making them one of the most dangerous threats facing Australian consumers today.
The average loss per victim jumped by 57 per cent to $17,943 - a devastating amount for anyone, but particularly crushing for retirees on fixed incomes.
The numbers paint a grim picture. Australians reported losing $2.03 billion to scams in 2024, and while overall losses dropped by nearly 26 per cent from the previous year, remote access scams remained one of the top five scam types, jointly accounting for more than 70 per cent of total combined losses alongside investment, romance, payment redirection, and phishing scams.
In this article
'Remote access scams remain a major threat. They often start with a phone call or computer pop up from someone claiming they are from a legitimate company'
But here's the most troubling statistic of all: Australians over the age of 65 were losing the most money to remote access scams. While scam losses decreased across all other age groups, people over 65 were the only age group to experience an increase in reported losses.
Losses for people over the age of 65 increased by 13.3 per cent in 2023 to $120 million.
Remote Access Scams: The Basics
Remote access scams occur when criminals contact you claiming there's a problem with your computer, phone, or online accounts.
They convince you to download software that gives them complete control of your device, allowing them to steal money and personal information.
These scammers often impersonate well-known companies like Microsoft, Telstra, or even your bank.
Why Seniors Are in the Crosshairs
The targeting of older Australians isn't accidental—it's a calculated strategy by sophisticated criminal networks. Often older Australians have more money and accumulated wealth than younger people, making them an attractive target for a scammer.
Older Australians may also be seen by scammers as generally less internet and computer savvy or familiar with new technology. Scammers often prey on older Australians who are lonely and are housebound [9].
The psychological tactics are particularly insidious. Scammers will also scour dating sites and social media for older Australians who have recently divorced or lost a long-term partner.
They are trying to take advantage of their inexperience with these sites and their often vulnerable emotional state.
Penny's Close Call: How It All Unfolded
Penny's nightmare began innocuously enough—a Facebook pop-up that appeared to be from Microsoft, warning her about a security issue. Like many Australians, she trusted the familiar branding and called the number provided.
The person on the other end sounded professional and knowledgeable, explaining that her computer and phone had been 'compromised' and offering to help fix the problem.
The scammers guided her through downloading remote access software, supposedly to clean her system. What they were really doing was gaining complete control of her computer. Within minutes, they had transferred $15,000 from her account.
Fortunately, Penny's bank, NAB, had sophisticated fraud detection systems in place. She received an immediate text alert about suspicious activity, prompting her to visit her local branch in Burnie. There, banker Zach Goodwin quickly identified what had happened.
'Penny was clearly distressed when she came into the branch,' Mr Goodwin said. 'She had received a text informing her that NAB's Fraud team had placed a block on her account due to suspicious activity'.
Did you know?
Did you know?
NAB uses advanced biometric technology as part of their fraud detection system. The technology can detect when a customer's screen is being shared or accessed remotely, triggering immediate alerts to their fraud team. This same technology helped save 'Laura', another customer who almost lost her life savings of over $100,000 to remote access scammers.
The Anatomy of a Remote Access Scam
Understanding how these scams work is crucial for protection. The pattern is remarkably consistent:
Stage 1: Initial Contact
Scammers initiate contact through an unsolicited phone call, email, SMS or internet browser pop-up, pretending to be from a reputable company or organisation. They create urgency by claiming your device has a virus or security issue that needs urgent attention.
Stage 2: Building Trust
The scammer may initially sound professional and knowledgeable—however they will be very persistent and may become abusive if you don't do what they ask. They use familiar company names and may even use technology to make their phone number appear legitimate.
Stage 3: Gaining Access
You speak with the scammer over the phone and are instructed to download software or an app which allows the scammer to gain control of your computer or mobile phone. Once a scammer has access to your computer or mobile phone they seek to access your bank accounts under the pretence that they are helping to resolve an account issue.
Stage 4: The Theft
You may be asked to read out banking passwords or one time security codes which gives the scammer access to your bank accounts to complete fraudulent transactions.
Red Flags That Could Save Your Savings
Recognising the warning signs early can be the difference between losing thousands and staying safe. Here are the critical red flags to watch for:
Unexpected Contact
Be cautious of unexpected contact from tech support of a telecom or computer company, especially if they claim to have detected issues on your device. Legitimate companies don't initiate contact in this manner.
Urgency and Pressure
Scammers may claim an issue is urgent, requiring immediate resolution. Genuine tech support should always be accommodating of identity and security checks.
Requests for Access
Cybercriminals pose as trustworthy organisations, asking for remote access to your computer. While many genuine tech companies do use this technology, they won't be the ones initiating contact.
Banking Requests
While the scammer is using your device remotely, they might ask for you to log in to your online banking so they can make a test payment or refund. Genuine companies will never ask you to do this.
Key Warning Signs
• Unsolicited calls about computer problems
• Pop-up warnings claiming your computer is infected
• Requests to download software like TeamViewer, AnyDesk, or Zoho
• Pressure to act immediately
• Requests to access your online banking
• Claims they need to 'test' transactions
• Becoming aggressive when you ask questions
Why Penny Got Lucky (And You Might Not)
Penny's successful recovery was extraordinary—and that's exactly the problem. 'Often criminals have transferred the money overseas or moved it into crypto and it's extremely difficult to recover,' NAB's Chris Sheehan explained. 'In this case the money was still in Australia and our Fraud team was able to trace it and return it to Penny'.
The timing was crucial. Penny noticed the problem quickly, her bank's fraud systems flagged the transactions immediately, and most importantly, the criminals hadn't yet moved the money offshore or converted it to cryptocurrency. This combination of factors is increasingly rare.
Unfortunately, Penny's outcome is the exception, not the rule. According to the National Anti-Scam Centre, Australians lost $2.03 billion to scams in 2024 alone, with remote access scams accounting for $106 million.
'We were able to trace Penny's money to another account and it was back in her account within a week'
Protecting Yourself: A Senior's Guide to Scam Prevention
The good news is that awareness and simple precautions can provide powerful protection. Here's your defence strategy:
Never Give Remote Access
Never give an unsolicited caller remote access to your computer. Never give your personal, credit card or online account details over the phone unless you made the call and the phone number came from a trusted source [22].
Verify Independently
Only allow remote access for tech support from reputable sources that you have initiated contact with, and whose identify you have verified [23]. Always hang up and call the company back using a number you find independently online or in official documentation.
Keep Software Updated
Ensure that your operating system, antivirus software, and other security programs are kept up to date. Make sure your computer is protected with regularly updated anti-virus and anti-spyware software, and a good firewall [24].
Trust Your Instincts
Any behaviour or attitude like this is a red flag that it's time to end the interaction. If something feels wrong, it probably is.
The Government Fights Back
Australian authorities aren't standing idle. The 'Stop. Check. Protect.' campaign seeks to tackle the threat of scams by educating the community about sophisticated scam tactics, reminding people that anyone can be vulnerable to scams, and empowering victims to report scams to Scamwatch.
The campaign was developed in 2024 and is running during first half of 2025. The campaign focus is to drive behavioural change through heightened awareness, challenging optimism bias and helping consumers feel supported to confidently identify, avoid and report scams.
The new Scams Prevention Framework Act 2025 will establish mandatory obligations on banks, telecommunications companies, and digital platforms to better protect consumers.
What to Do If You're Targeted
If you suspect you're being targeted by a remote access scam, act quickly:
Immediate Actions:
- Hang up immediately if someone calls unsolicited about computer problems
- Don't allow remote access into your mobile phone, computer or digital device unless you are certain of who the person or company is. Do not load any remote access applications onto your device. Disable any remote access applications or software
- Never provide banking details or passwords over the phone
If You've Been Scammed:
- Act quickly if something feels wrong. If you have shared financial information or transferred money, contact your bank immediately [28]
- Report to Scamwatch (scamwatch.gov.au)
- Consider contacting IDCARE for identity theft support (1800 595 160)
Your Action Plan Against Remote Access Scams
- Never give remote access to unsolicited callers
- Always verify contacts independently using official numbers
- Trust your instincts—if something feels wrong, hang up
- Keep your antivirus software updated
- Report suspicious activity to your bank immediately
- Contact Scamwatch to help protect other Australians
- Remember: legitimate companies never call you unsolicited about computer problems
Australian Resources and Support
If you need help or want to report a scam, these Australian resources are available:
Scamwatch: Visit scamwatch.gov.au to report scams and get the latest warnings
ReportCyber: cyber.gov.au/report for cybercrime incidents
IDCARE: 1800 595 160 for identity theft and cyber security support
Your bank's fraud hotline: Contact your bank immediately if you suspect fraudulent activity
Remember, Penny's story had a happy ending because she acted quickly, her bank had robust fraud detection systems, and she was incredibly lucky that the criminals hadn't moved her money offshore. Most people aren't so fortunate.
The best defence remains prevention—staying informed, being sceptical of unsolicited contact, and never giving strangers access to your computer or personal information.
What This Means For You
Have you or someone you know encountered a remote access scam? Share your experience in the comments below—your story could help protect other members of our community from falling victim to these sophisticated criminals.
*Name changed for privacy.
Original Article
https://au.finance.yahoo.com/news/n...15000-in-stolen-cash-red-flags-013554110.html
Beware of tech support: Remote access scams up 52 per cent in Q1 2024 | Eftsure US
Cited text: According to the most recent figures from the ACCC, remote access scam losses saw a staggering 52 per cent increase in the first quarter of 2024 compared to t...
Excerpt: Remote access scams saw a staggering 52 per cent increase in the first quarter of 2024
https://www.eftsure.com/blog/cyber-crime/remote-access-scams-up-52-in-q1/
Watch out for scammers claiming to fix technical issues, as losses spike | ACCC
Cited text: Reported losses to remote access scams in the first quarter of 2024 increased by 52 per cent compared to the previous quarter.
Excerpt: Remote access scams saw a staggering 52 per cent increase in the first quarter of 2024
https://www.accc.gov.au/media-relea...iming-to-fix-technical-issues-as-losses-spike
Australians lose $15.5m to remote access scams | Information Age | ACS
Cited text: The ACCC’s National Anti-Scam Centre said victims of remote access scams lost an average of $17,943 in the first quarter of 2024, up 57 per cent from ...
Excerpt: The average loss per victim jumped by 57 per cent to $17,943
https://ia.acs.org.au/article/2024/australians-lose--15-m-to-remote-access-scams.html
Watch out for scammers claiming to fix technical issues, as losses spike | ACCC
Cited text: The average loss per scam victim increased by 57 per cent to $17,943 in the first quarter of this year, compared to the last quarter of 2023.
Excerpt: The average loss per victim jumped by 57 per cent to $17,943
https://www.accc.gov.au/media-relea...iming-to-fix-technical-issues-as-losses-spike
Australians better protected as reported scam losses fell by almost 26 per cent | National Anti-Scam Centre
Cited text: The National Anti-Scam Centre’s latest Targeting Scams Report found scam losses reported to key organisations fell by 25.9 per cent to $2 billion in 2...
Excerpt: Australians reported losing $2.03 billion to scams in 2024
https://www.nasc.gov.au/news/austra...ported-scam-losses-fell-by-almost-26-per-cent
Australians better protected as reported scam losses fell by almost 26 per cent | National Anti-Scam Centre
Cited text: The top five scam types in the combined data were investment, romance, payment redirection, remote access and phishing scams, which jointly accounted ...
Excerpt: remote access scams remained one of the top five scam types, jointly accounting for more than 70 per cent of total combined losses
https://www.nasc.gov.au/news/austra...ported-scam-losses-fell-by-almost-26-per-cent
Australians lose $15.5m to remote access scams | Information Age | ACS
Cited text: It said Australians over the age of 65 were losing the most money to such scams.
Excerpt: Australians over the age of 65 were losing the most money to remote access scams
https://ia.acs.org.au/article/2024/australians-lose--15-m-to-remote-access-scams.html
Seniors top scammers’ hit list—National Seniors Australia
Cited text: The ACCC found that people over 65 were the only age group to experience an increase in reported losses.
Excerpt: people over 65 were the only age group to experience an increase in reported losses
https://nationalseniors.com.au/news/latest-news/seniors-top-scammers-hit-list
Rising scam threat for seniors—National Seniors Australia
Cited text: People over the age of 65 were the only age group to experience an increase in reported losses.
Excerpt: people over 65 were the only age group to experience an increase in reported losses
https://nationalseniors.com.au/members/our-generation/winter-2024/rising-scam-threat-for-seniors
Seniors top scammers’ hit list—National Seniors Australia
Cited text: Losses for people over the age of 65 increased by 13.3 per cent in 2023 to $120 million.
Excerpt: Losses for people over the age of 65 increased by 13.3 per cent in 2023 to $120 million
https://nationalseniors.com.au/news/latest-news/seniors-top-scammers-hit-list
Rising scam threat for seniors—National Seniors Australia
Cited text: Losses for people over the age of 65 increased by 13.3 per cent in 2023 to $120 million.
Excerpt: Losses for people over the age of 65 increased by 13.3 per cent in 2023 to $120 million
https://nationalseniors.com.au/members/our-generation/winter-2024/rising-scam-threat-for-seniors
Common Scams That Target The Elderly—Australian Carers Guide
Cited text: Often older Australians have more money and accumulated wealth than younger people, making them an attractive target for a scammer.
Excerpt: Often older Australians have more money and accumulated wealth than younger people, making them an attractive target for a scammer
https://australiancarersguide.com.au/common-scams-that-target-the-elderly/
Common Scams That Target The Elderly—Australian Carers Guide
Cited text: Older Australians may also be seen by scammers as generally less internet and computer savvy or familiar with new technology. Scammers often prey on o...
Excerpt: Older Australians may also be seen by scammers as generally less internet and computer savvy or familiar with new technology.
https://australiancarersguide.com.au/common-scams-that-target-the-elderly/
Common Scams That Target The Elderly—Australian Carers Guide
Cited text: Scammers will also scour dating sites and social media for older Australians who have recently divorced or lost a long-term partner. They are trying t...
Excerpt: Scammers will also scour dating sites and social media for older Australians who have recently divorced or lost a long-term partner.
https://australiancarersguide.com.au/common-scams-that-target-the-elderly/
Burnie banker recovers stolen money
Cited text: A conversation with NAB Banker Zach Goodwin confirmed Penny had been caught in a remoteaccess scam. “Penny was clearly distressed when she came into t...
Excerpt: 'Penny was clearly distressed when she came into the branch,' Mr Goodwin said. 'She had received a text informing her that NAB's Fraud team had placed a block on her account due to suspicious activity'
https://news.nab.com.au/news/burnie-banker-recovers-stolen-money-
Remote access scams: 6 steps to help you protect yourself | ANZ
Cited text: ... Initiate contact (through an unsolicited phone call, email, SMS or internet browser pop-up) pretending to be from a reputable company or organisat...
Excerpt: Scammers initiate contact through an unsolicited phone call, email, SMS or internet browser pop-up, pretending to be from a reputable company or organisation.
https://www.anz.com.au/security/types-of-scams/remote-access-scams/
Remote access scams | Scamwatch
Cited text: The scammer may initially sound professional and knowledgeable—however they will be very persistent and may become abusive if you don't do what they a...
Excerpt: The scammer may initially sound professional and knowledgeable—however they will be very persistent and may become abusive if you don't do what they ask
https://www.scamwatch.gov.au/types-of-scams/remote-access-scams
Watch out for scammers claiming to fix technical issues, as losses spike | ACCC
Cited text: You speak with the scammer over the phone and are instructed to download software or an app which allows the scammer to gain control of your computer ...
Excerpt: You speak with the scammer over the phone and are instructed to download software or an app which allows the scammer to gain control of your computer or mobile phone.
https://www.accc.gov.au/media-relea...iming-to-fix-technical-issues-as-losses-spike
Watch out for scammers claiming to fix technical issues, as losses spike | ACCC
Cited text: Once a scammer has access to your computer or mobile phone they seek to access your bank accounts under the pretence that they are helping to resolve ...
Excerpt: You may be asked to read out banking passwords or one time security codes which gives the scammer access to your bank accounts to complete fraudulent transactions
https://www.accc.gov.au/media-relea...iming-to-fix-technical-issues-as-losses-spike
Remote access scams: 6 steps to help you protect yourself | ANZ
Cited text: Unsolicited contact: Be cautious of unexpected contact from tech support of a telecom or computer company, especially if they claim to have detected i...
Excerpt: Be cautious of unexpected contact from tech support of a telecom or computer company, especially if they claim to have detected issues on your device.
https://www.anz.com.au/security/types-of-scams/remote-access-scams/
Remote access scams: 6 steps to help you protect yourself | ANZ
Cited text: Pressure tactics: Scammers may claim an issue is urgent, requiring immediate resolution. Genuine tech support should always be accommodating of identi...
Excerpt: Scammers may claim an issue is urgent, requiring immediate resolution. Genuine tech support should always be accommodating of identity and security checks
https://www.anz.com.au/security/types-of-scams/remote-access-scams/
Remote access scams: 6 steps to help you protect yourself | ANZ
Cited text: Request for remote access: Cybercriminals pose as trustworthy organisations, asking for remote access to your computer. While many genuine tech compan...
Excerpt: Cybercriminals pose as trustworthy organisations, asking for remote access to your computer.
https://www.anz.com.au/security/types-of-scams/remote-access-scams/
Remote access scams: 6 steps to help you protect yourself | ANZ
Cited text: Request access to your banking: While the scammer is using your device remotely, they might ask for you to log in to your online banking so they can m...
Excerpt: While the scammer is using your device remotely, they might ask for you to log in to your online banking so they can make a test payment or refund.
https://www.anz.com.au/security/types-of-scams/remote-access-scams/
Burnie banker recovers stolen money
Cited text: “Often criminals have transferred the money overseas or moved it into crypto and it’s extremely difficult to recover,” Mr Sheehan said. “In this case ...
Excerpt: 'Often criminals have transferred the money overseas or moved it into crypto and it's extremely difficult to recover,' NAB's Chris Sheehan explained.
https://news.nab.com.au/news/burnie-banker-recovers-stolen-money-
How one retiree beat a $15,000 scam: NAB shares key red flags | YourLifeChoices
Cited text: I’m just glad we could help her get her money back.’ Zach Goodwin, NAB banker · Unfortunately, Penny’s outcome is the exception, not the rule. Accordi...
Excerpt: Unfortunately, Penny's outcome is the exception, not the rule. According to the National Anti-Scam Centre, Australians lost $2.03 billion to scams in 2024 alone, with remote access scams accounting for $106 million
https://www.yourlifechoices.com.au/...e-beat-a-15000-scam-nab-shares-key-red-flags/
Remote access scams | Scamwatch
Cited text: Never give an unsolicited caller remote access to your computer. Never give your personal, credit card or online account details over the phone unless...
Excerpt: Never give an unsolicited caller remote access to your computer. Never give your personal, credit card or online account details over the phone unless you made the call and the phone number came from a trusted source
https://www.scamwatch.gov.au/types-of-scams/remote-access-scams
Remote access scams: 6 steps to help you protect yourself | ANZ
Cited text: Only allow remote access for tech support from reputable sources that you have initiated contact with, and whose identify you have verified.
Excerpt: Only allow remote access for tech support from reputable sources that you have initiated contact with, and whose identify you have verified
https://www.anz.com.au/security/types-of-scams/remote-access-scams/
Remote access scams: 6 steps to help you protect yourself | ANZ
Cited text: Ensure that your operating system, antivirus software, and other security programs are kept up to date.
Excerpt: Ensure that your operating system, antivirus software, and other security programs are kept up to date.
https://www.anz.com.au/security/types-of-scams/remote-access-scams/
Remote access scams | Scamwatch
Cited text: Make sure your computer is protected with regularly updated anti-virus and anti-spyware software, and a good firewall.
Excerpt: Ensure that your operating system, antivirus software, and other security programs are kept up to date.
https://www.scamwatch.gov.au/types-of-scams/remote-access-scams
Remote Access Scams
Cited text: Any behaviour or attitude like this is a red flag that it’s time to end the interaction.
Excerpt: Any behaviour or attitude like this is a red flag that it's time to end the interaction
https://www.commbank.com.au/support/security/remote-access-scams.html
targeting-scams-report-2024.pdf
Cited text: Protect.’ campaign seeks to tackle the threat of scams · by educating the community about sophisticated scam tactics, reminding people that anyone can...
Excerpt: Protect.' campaign seeks to tackle the threat of scams by educating the community about sophisticated scam tactics, reminding people that anyone can be vulnerable to scams, and empowering victims to report scams to Scamwatch.
https://www.scamwatch.gov.au/system/files/targeting-scams-report-2024.pdf
Remote access scams | Your safety | Victoria Police
Cited text: There are steps you can take to reduce the risk of someone taking over your device remotely: Don’t allow remote access into your mobile phone, compute...
Excerpt: Don't allow remote access into your mobile phone, computer or digital device unless you are certain of who the person or company is.
https://www.police.vic.gov.au/remote-access-scams
Watch out for scammers claiming to fix technical issues, as losses spike | ACCC
Cited text: PROTECT—Act quickly if something feels wrong. If you have shared financial information or transferred money, contact your bank immediately.
Excerpt: Act quickly if something feels wrong. If you have shared financial information or transferred money, contact your bank immediately
https://www.accc.gov.au/media-relea...iming-to-fix-technical-issues-as-losses-spike
Seniors Discount Club
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