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Impersonating Customer Service Scams Are “Back Again”｜Scammers Posing as Alipay, Taobao, Pinduoduo and HKTVmall—Cases Surge by 50%
2026-08-21

Impersonating Customer Service Scams Are “Back Again”｜Scammers Posing as Alipay, Taobao, Pinduoduo and HKTVmall—Cases Surge by 50%

There were 2,254 cases of impersonating customer service scams in the first half of this year, a sharp 50% increase compared with the same period last year.  The total amount involved was approximately HK$300 million, also representing an increase of nearly 40%.  Victims were evenly distributed across age groups, with both young people and the elderly at risk of falling victim to these scams.

In these scams, customer service representatives from AlipayHK, Taobao, Pinduoduo and HKTVmall are frequently impersonated.  Scammers pretend to be staff members and suddenly call victims, using the “three major excuses” to persuade them to make transfers.

 

Three Major Excuses

  1. Cancellation of insurance, for example: “You activated an insurance plan on AlipayHK.  A payment will now be deducted.  If you do not want to renew it, call us to cancel it.”  
  2. Incorrect address, for example: “The delivery address for your parcel is incorrect.  Please complete the information and verify it as soon as possible.”  
  3. Compensation for goods, for example: “We are sorry, but your goods have been lost.  We will compensate you according to the relevant procedures.”

 

Real Case

A female victim answered a call from a “customer service representative” who spoke fluent Cantonese.  The caller claimed that she had activated a three-year insurance plan through AlipayHK, which had changed from free to a paid service.  When the victim asked to cancel the insurance, the caller immediately and helpfully provided a telephone number for the supposed “insurance company”.  The victim called the number and, following the instructions given, transferred money.  She was ultimately defrauded of approximately HK$3.9 million.

 

Our Advice

  • Do not call phone numbers in SMSs or click on unknown hyperlinks;

  • Do not share your screen with strangers;

  • Do not hastily click on hyperlinks, download mobile applications, log on to any suspicious websites or download any attachments;

  • You may enter suspicious phone numbers, URLs or transferees’ account numbers on “Scameter” of CyberDefender or “Scameter+”, the mobile application of “Scameter”, for security check in addition to seeking verification from relevant organisations;

  • If in doubt, please call the “Anti-Scam Helpline 18222” for enquiries.