#Engagex call center registration#
Because the protection was being terminated, he told her, leaving the software on the computer would cause it to crash.įrustrated, the caller opened her bank’s internet banking registration form on her computer screen, created a new user name and password for her and asked her to fill out the required details - including her address, Social Security number and birth date. When Langer asked why this was necessary, he said he needed to remove his company’s software from her machine. He asked her to turn on her computer and led her through a series of steps so that he could access it remotely. She had no reason to doubt the caller, who spoke with an Indian accent and said his name was Roger.
Langer, who has a warm and kind voice, couldn’t remember purchasing the plan in question, but at her age, she didn’t quite trust her memory. The reason for the call, he explained, was to process a refund the company owed Langer for antivirus and anti-hacking protection that had been sold to her and was now being discontinued.
One afternoon in December 2019, Kathleen Langer, an elderly grandmother who lives by herself in Crossville, Tenn., got a phone call from a person who said he worked in the refund department of her computer manufacturer. To hear more audio stories from publishers like The New York Times, download Audm for iPhone or Android.
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