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Profile: Mary O'Sullivan-Andersen

A magnifying glass hovers over a computer keyboard, highlighting four red keys that spell out "SCAM" in white letters.

Watch out for fake Alberta Health texts, BBB warns

Written on . Posted in Health & Wellness, RCMP & Public Safety.

The Better Business Bureau is warning Albertans about fake text messages claiming their Alberta Health card needs updating.

The scam texts tell recipients that health cards issued before January 2023 are invalid and that they must update their personal information, according to the BBB.

“This is another phishing scam that every Albertan should be aware of,” says Mary O’Sullivan-Andersen, president and CEO of BBB Serving Alberta and East Kootenay. “The scammers are sending out texts claiming Albertans have to update their personal information because health cards issued before January 2023 are invalid. This is a scam.”

She says the texts carry telltale signs. They claim to be official communication from the Government of Canada — but health care is a provincial responsibility, not federal. The texts also include an email address from a large private email provider, another red flag.

“Delete this text — do not engage,” she says.

Don’t trust unsolicited messages

Scammers claim you’ve won a prize, an account is about to be deactivated, or a package couldn’t be delivered — and they often push you to “act now.” The urgency is deliberate: they want you scared or excited enough to respond without thinking. Before you do, ask whether you gave the company permission to text you, entered a contest, or are expecting a package. If an out-of-the-blue offer sounds too good to be true, it probably is.

Watch for suspicious links

Most scam texts contain a link, and scammers hope alarm or excitement will make you click without thinking. Some links download malware onto your device; others lead to lookalike websites built to harvest your personal information, login and passwords.

A personalized message doesn’t make the sender trustworthy

Thanks to data breaches and online directories, scammers may already have your name, address, bank or phone provider, and they’ll include those details to seem legitimate. When in doubt, contact the business directly.

Ace of spades card on ad for Chase the Ace at the Pincher Creek Legion

Look for spelling and grammar errors

Many fake texts are written by someone not fluent in English, so strange phrasing and errors are a warning sign — though skilled scammers won’t always slip up. Legitimate companies use professional writers, so mistakes are a red flag.

If a website looks real, check again

Even if a link takes you to what looks like an official site, don’t assume it’s safe — scammers can copy a legitimate website exactly and steal your login if you enter it. Check the URL carefully before typing anything.

Look up phone numbers before you call

Scammers may prompt you to call a number under the guise of a real business. Once you’re on the line, they’ll ask you to “confirm your identity” with a PIN, password or social insurance number. No legitimate company asks for that over the phone. If you realize you’re talking to a scammer, hang up and block the number.

Don’t reply, even to opt out

Some scammers ask you to text “STOP” or “NO.” Replying only confirms your number is active and can invite more attacks. Block the number and delete the message.

Keep antivirus software up to date

It can warn you about fake and unsafe websites if you do click a link.

 

Consumer Fraud, Government Impersonation Scams, Health Card Scams, Online Safety, Personal Information, Phishing Scams, Scam Prevention, Scams, Text Message Scams

A smartphone screen displays the ChatGPT interface with the text "What can I help with?" The background shows part of a laptop and blurred lighting.

Consumers frustrated with AI customer service, BBB finds

Written on . Posted in Business & Economy.

Consumers are increasingly frustrated with artificial intelligence in customer service, according to a new report from the Better Business Bureau.

Over the past three years, the BBB received more than 100,000 complaints, reviews and Scam Tracker reports mentioning AI and automation. Across all of them, one concern stood out: customers often feel unheard or dissatisfied when dealing with automated and AI services.

“We are hearing from consumers on a regular basis who are excited about the potential of this technology but also often voicing their displeasure when interacting with platforms and entities deploying a range of artificial intelligence,” says Mary O’Sullivan-Andersen, president and CEO of BBB Serving Alberta and East Kootenay.

“The vast majority of these reports are negative, with some consumers expressing high levels of frustration.”

Among the report’s findings: Of nearly 20,000 business reviews mentioning AI since 2023, more than 90 per cent were negative. Many of the complaints came from online retail, e-commerce and tech-forward industries, with consumers describing confusion, an inability to resolve their issues, and frustration at not being able to reach a human representative.

The BBB also offered tips for avoiding AI-related scams: Be cautious of unexpected phone calls with an automated voice; know that scammers can generate new phone numbers on the fly, so a new number may be the same scammer; and be wary of ads at the top of search results, which may imitate legitimate AI websites.

“As is always the case, consumers need to trust the businesses they are interacting with,” O’Sullivan-Andersen says. “This study indicates there is a level of discontent right now, and there’s much more work to do.”

Artificial Intelligence, Customer Service, Scams