Chicago bus driver falls victim to sophisticated scam that cost Americans $1.5B in a single year. Here’s how it works

Aditi Ganguly

6 min read

Moneywise and Yahoo Finance LLC may earn commission or revenue through links in the content below.

When an unexpected voicemail promises a big discount and a brand-new phone, it can sound like a lucky break.

For one Illinois bus driver, however, one fateful call turned out to be a giant rip-off instead.

Thanks to Jeff Bezos, you can now become a landlord for as little as $100 — and no, you don’t have to deal with tenants or fix freezers. Here’s how
Dave Ramsey warns nearly 50% of Americans are making 1 big Social Security mistake — here’s how to fix it ASAP
The IRS usually taxes gold as a collectible — but this little-known strategy lets you hold physical bullion tax-free. Get your free guide from Priority Gold

Nate Lewis of Round Lake, Ill., thought he was speaking with representatives from his wireless carrier after receiving a voicemail offering a 50% discount on his bill and a free device for being a loyal customer. The offer sounded legitimate, especially because the callers already knew details like his name, home address and phone number.

“They told me I could save half on my bill if I opened a new line and got a new phone,” Lewis told CBS News Chicago (1).

Instead, what followed was a sophisticated scam that nearly left him responsible for thousands of dollars in devices he never intended to buy.

The scammers made it very easy for Lewis.

Starting out, they walked him through the process of ordering a new phone with the AT&T app already installed on his device. To finalize the order, all he needed to do was pay the sales tax — about $98 — which was charged to his credit card.

That seemed like a reasonable requirement for a “free” phone.

A few days later, when it came time to activate the phone, Lewis was told he needed to contact the customer service agents again to receive the promised discount. They also asked for the device’s serial number, and after placing him on hold, claimed there had been a mix-up and that the phone belonged to another customer.

Their solution seemed legitimate: Ship it back using a prepaid label they provided.

Lewis followed the instructions and mailed the phone to an address in California. Soon afterward, he was told he would receive a refund and could select two replacement devices as compensation for the inconvenience.

That seemed like great customer service.

Again guided by the fraudsters, he ordered another iPhone and an iPad through the AT&T app. When those devices arrived, they also couldn’t be activated. Once again, he was instructed to send them back.

That’s when Lewis realized something wasn’t right, and that he’d effectively shipped a scammer a free phone.

Lewis said he filed multiple fraud claims with AT&T, but because he had technically placed the original phone order himself, he was initially held responsible for the bill. He was eventually able to return the second iPhone and the iPad to an AT&T store, which refunded the cost of the devices and the taxes.

The company told the news outlet that it was also working with Lewis to resolve the cost of the phone he’d initially bought.

“I’m just a bus driver who someone tried to take advantage of,” he told CBS News Chicago.

But Lewis is not alone.

The FBI classifies this type of scheme as tech or customer support fraud, and it’s become one of the most expensive scams in the country. According to the FBI’s Internet Crime Complaint Center (IC3), losses totaled over $2 billion in 2025 (2) — up from about $1.5 billion in 2024 (3) — making it the third-costliest scam category in both years.

It’s also a growing problem. In 2024, there were 36,002 complaints filed nationwide to the IC3, but that figure jumped to 47,794 in 2025.

But how do these con jobs work?

They often begin simply, with robocalls, fake emails or text messages impersonating trusted companies such as telecom providers or tech firms. Increasingly, however, scammers are relying on stolen personal information to make their pitches more convincing, as data breaches give criminals access to names, phone numbers, addresses and other details that make impersonation easier.

“They’re going to be able to convince you they’re whoever they’re impersonating,” Alex Quilici, CEO of robocall-blocking company YouMail, told CBS News Chicago (1).

Scams like these often work because they combine urgency, familiarity and a tempting offer — warning signs consumers should watch for.

First, be skeptical of unsolicited calls offering discounts, refunds or prizes, even if the caller claims to represent a company you use. Second, never follow instructions from a caller that require you to purchase or ship devices, gift cards or other items as part of a supposed promotion or refund.

Another key rule: If someone claims to be from a company, hang up and contact them directly using an official phone number or website. Consumers should also be cautious about sharing device serial numbers, passwords or verification codes with anyone who reaches out unexpectedly. In an age of AI, these kinds of scams can become increasingly complex — and convincing.

Finally, if you believe you’ve been targeted by a scam, act quickly. Contact your bank or credit card issuer to dispute charges, report the incident to the Federal Trade Commission or the IC3, and notify the company that’s being impersonated.

If you want some added peace of mind, platforms like Aura offer a way to manage device and identity protection in one place.

This AI-powered service is designed to help shield your household from scams, identity theft and other online threats — and it works across multiple connected devices. It can even alert you to potential fraud up to 650 times faster than traditional monitoring tools.

What’s more, Aura AI monitors spending patterns to alert you when suspicious transactions pop up, and you can receive up to $1 million to cover eligible losses and fees in cases of identity theft.

Getting started is quick and easy. Plus, you could save up to 68% if you sign up today — and Aura even offers a 60-day money-back guarantee if you’re not satisfied.

— With files from Chris Clark

Vanguard’s outlook on U.S. stocks is raising alarm bells for retirees. Here’s why and how to protect yourself
Robert Kiyosaki says this 1 asset will surge 400% in a year and begs investors not to miss this ‘explosion’
No time to lower your crippling car insurance rate? Here’s how to do it within minutes — you could end up paying $29/month without a single phone call
Millionaires under 43 are reshaping investing — just 25% of their portfolios are in stocks. Here’s where their money is going

Join 250,000+ readers and get Moneywise’s best stories and exclusive interviews first — clear insights curated and delivered weekly. Subscribe now.

We rely only on vetted sources and credible third-party reporting. For details, see our editorial ethics and guidelines.

CBS (1); Internet Crime Complaint Center (2), (3)

This article provides information only and should not be construed as advice. It is provided without warranty of any kind.

Terms and Privacy Policy