Jack Recider

But while I see this as a vulnerability, telephone companies have historically said, wait, why are you using telephone numbers as identifiers? They were never meant to be identifiers. And they put the blame on us for doing that because for a long time, our phones didn't have screens. So we never knew who was calling until you picked up the phone and said hello.

But then telephone companies gave us caller ID where our phones would show who's calling. And so I do blame telephone companies for making us think it is an identifier since they were charging extra for that feature back in the 90s. And mobile phones today all come with this feature. So I say, phone companies, turn caller ID off if you don't want us to use it as an identifier.

But then telephone companies gave us caller ID where our phones would show who's calling. And so I do blame telephone companies for making us think it is an identifier since they were charging extra for that feature back in the 90s. And mobile phones today all come with this feature. So I say, phone companies, turn caller ID off if you don't want us to use it as an identifier.

Otherwise, patch it so phone numbers can't be spoofed anymore. So anyway, Rachel was trying to get into a customer's account. Let's call the customer Kelly. And she figured out what phone number Kelly had. And Rachel spoofs her number to look like she's calling from Kelly's phone.

Otherwise, patch it so phone numbers can't be spoofed anymore. So anyway, Rachel was trying to get into a customer's account. Let's call the customer Kelly. And she figured out what phone number Kelly had. And Rachel spoofs her number to look like she's calling from Kelly's phone.

Can you give me an example of how you sound on these calls?

Can you give me an example of how you sound on these calls?

Yeah.

Yeah.

Thank you for calling the bank. How can I help you today?

Thank you for calling the bank. How can I help you today?

Is that how you're challenged or what happened?

Is that how you're challenged or what happened?

This is great because I need a fake driver's license. So I can't wait to hear how you got a fake driver's license.

This is great because I need a fake driver's license. So I can't wait to hear how you got a fake driver's license.

So you didn't need a real driver's license, social security card. You just needed a JPEG, right? Correct. And that's the trick there. Photoshop was your friend.

So you didn't need a real driver's license, social security card. You just needed a JPEG, right? Correct. And that's the trick there. Photoshop was your friend.

It's truly astonishing, the sheer force of the human voice, its ability to persuade, to move, to manipulate, all through a simple phone call. It also reminds me of how vulnerable customer support is to this kind of exploitation. When you're met with a soft voice telling you a sad story, but wrapped in kindness, it tugs at your heartstrings.

It's truly astonishing, the sheer force of the human voice, its ability to persuade, to move, to manipulate, all through a simple phone call. It also reminds me of how vulnerable customer support is to this kind of exploitation. When you're met with a soft voice telling you a sad story, but wrapped in kindness, it tugs at your heartstrings.

You find yourself eager to assist, especially if you just got off the phone with a real prick who was yelling at you about overcharging him 10 cents. Contrast that with a kind voice that's truly asking for help. And it really makes it hard to say no.