Harasment & Bodily Harm Phone messages from Arlo Customer Service Scam

[mran21]

Hello. A few months ago, my mom contacted Arlo support from within the app. The support person, turned out to be a scam and sent her an invoice which did not match what they had talked about. Before the payment was processed, she realized something wasn't right and cancelled the plan changes. The support person was very angry and since then, he's been calling my mother on a regular basis and twice, he's left messages saying that he knows she's a nasty woman and that he will break her back. My mother sent a registered mail to the head-office outlining her experience. Besides sending her a letter saying they have received her mailed letter, nothing has been done. This is beyond ridiculous that Arlo sanctioned customer support they work with in India are scammers and have the Udacity to leave threatening messages on my mother's phone call. Does anyone have suggestions on where to lodge a complaint? Thank you in advance.

[BrookeN]

I am sorry your mother is experiencing this. There is a lot of fake Arlo support phone numbers out there that scam people. In order to look into this further can you please dm me your mom's Arlo account email address? You send a dm by clicking on the envelope icon on the top right of the forum page.

[mran21]

Thank you for responding. I'll DM you. To clarify, and this is useful info for others, my mom accessed Arlo support from the Arlo app and reached a scammer who is now harassing her. She did not go looking for a phone number or online support. She opened her Arlo app and contacted support from within the app. There is a serious issue with security here.

[mran21]

For anyone who might be following this, below is the update.

It's now 5 months, and this has yet to be resolved or taken seriously by Arlo. My mother used the official Arlo app to seek support with her cameras. The person on the other end at the Arlo support was a scammer. He asked my mother for her account password to help solve the issue. Since she had contacted support through her Arlo app, she didn't think anything of it. He then sold her on a yearly subscription for $199.99. Soon after, she was sent an official Arlo receipt for $134.58. Since the amount did not match what the guy had told her, she contacted support again to find out why there was a discrepancy. She wanted to know why Arlo would send her a receipt for $134.58 when she paid $199.99. The guy had no answer for her. She got angry at the support guy and he quickly refunded the amount she had paid. Upon further investigation, my mother found an Arlo transaction on her account paid by a Visa card, which she does not own. In the following days, this scammer started to turn her cameras on and off. She realized he was in her account and changed her password. Then, he started to call her and leave messages of bodily harm. To this day, he calls her a minimum 3 times a week.  Disturbed by all of this and unable to trust Arlo support, she emailed a registered letter to Arlo headquarters stating her experience. The head office sent her a basic email giving her a case number and nothing else. This was in Aug 2024. 4 months in, and several messages with support on this forum, we have gotten nowhere. I was told someone would call and explain how a scammer works for Arlo and where is Arlo's duty of care to their customers, and nothing. In my interactions with the support on this forum, I had asked that if I miss the phone call, to please leave a return phone number and nothing.  

This company does not care for their customers. 

[BrookeN]

Customer support has reached out to you and has been unable to reach you. I seen your DM and let them know the information you had provided to me. I just spoke with support this morning who is going to reach back out to you within the day.

[ThunderPickle]

I’ve recently had an experience that has led me to believe that somebody from within is making phone calls, or the company has a Mirror scam happening.  Somebody straight up called me recently implying they’ve been watching me.  I have a suspicion that a bunch of companies, including Arlo have been hacked, and that the people we are communicating with may not be official.

[ThunderPickle]

THEY HAVE OUR PHONE NUMBER, probably from unsecured account data, DO THEY HAVE OUR ADDRESS?

The more I’m reading here, the more I’m expecting a visit from a voyeur.

[StephenB]

@ThunderPickle - I suggest staying on your own thread, to avoid any confusion between @mran21's still-open issue and yours.

[ThunderPickle]

About responding to a community thread: All of these similar concerns should show as results when searching for certain keywords.  This should lead to a collection of similar concerns, leading to results, instead of multiple single random threads to be addressed individually with years long open cases.   It is apparent Arlo has a problem with a group of consumers having the same problems, and if I have to find individual threads and say "me too" and that's confusing, sorry.  

[BrookeN]

@ThunderPickle I have reached out to support to contact you and responded in your other post.