A consumer fell victim to a sophisticated scam, losing R120 000 after responding to a social media advert offering discounted airline tickets.

According to the National Financial Ombud Scheme (NFO), the woman, after submitting her phone number and email via a link, was contacted via WhatsApp and instructed to download an app from the Google Play Store to access promo codes.

Though the link appeared secure, the app was fraudulent and embedded with malware, the NFO says.

Soon after installation, the consumer’s phone began overheating and behaving erratically.

“The unexpected activation of the camera’s green light raised immediate concerns. Upon checking her banking app, she discovered two unauthorised transactions and swiftly reported the incident to both her bank and the SAPS.

“Despite her prompt action, just 27 minutes after the transactions, the bank denied liability, citing that the payments had been authorised via selfie-authentication on her trusted device,” says the NFO.

The woman escalated the matter to the NFO, seeking a full refund.

Following an investigation, the NFO found that the funds had already been spent before the fraud was reported, leaving no opportunity for recovery, and the bank provided evidence that biometric authentication was used to approve the transactions.

“Based on the specific facts of the complaint, it was evident that the compromise originated from the consumer’s interaction with a fraudulent third-party app, which contained malware capable of remote access and biometric simulation,” the NFO says.

“No proof was provided that the transactions took place as a result of maladministration or safety and security failures on the part of the bank.

“By downloading the fraudulent app, the consumer essentially handed over her phone – including all the information stored on her phone – to the criminals. This resulted in the fraud. The NFO accordingly could not conclude that the bank was liable for the consumer’s loss.”

The NFO warns that this type of malware doesn’t just steal passwords, it can hijack your device, simulate your identity and bypass security measures by exploiting biometric systems.

“That’s why downloading apps from unofficial sources, even if they appear secure, is extremely risky.”

Have you experienced a malware attack on your cellphone or computer? Share your story with us. Send an email to allison@ctpex.co.za

How to protect yourself from mobile app scams

Be sceptical of social media promotions:

• Verify legitimacy: Check official airline websites or verified social media accounts before engaging.
• Avoid sharing personal info: Never post your phone number or sensitive details publicly.
• If it seems too good to be true, it probably is.

Think twice before downloading apps:

• Use trusted sources: Only download apps from verified developers with strong reviews and a high download count.
• Check permissions: Be wary of apps requesting access to your camera, contacts or banking apps.

Secure your devices and accounts:

• Enable two-factor authentication (such as a password and fingerprint scan) on banking and email apps.
• Use strong, unique passwords for each account.
• Install reputable antivirus software to detect and block malicious apps.

Look out for red flags:

• Unusual phone behaviour (overheating, camera activation) could signal spyware or malware.
• Pressure tactics or refusal to stop communication are classic scammer behaviours.
• If it has to be now, then it has to be no!

Monitor your bank accounts closely:

• Check transactions daily, especially after suspicious activity.
• Report fraud immediately to your bank and file a police affidavit if needed.

Trust your instincts:

• If something feels off, pause and investigate. Scammers rely on urgency and confusion.

*The woman has not been named to protect her privacy.

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