Coronavirus pandemic claims another victim: Robocalls

Have you been missing something amid the lockdowns and stay-at-home orders? No, not human contact. Not
even toilet paper.
Industry experts say robocalls are way down — scam calls as well as nagging from your credit-card company
to pay your bill. The coronavirus pandemic has inflicted millions of job losses, and scammers have not
been immune.
YouMail, which offers a robocall-blocking service, says 2.9 billion robocalls were placed in April in the
U.S., down from 4.1 billion in March and 4.8 billion in February. That’s a daily average of 97 million
calls in April, down from 132 million in March and 166 million in April.
The main reason: many global call centers have closed or are operating with fewer workers, said YouMail
CEO Alex Quilici. While it may be odd to think of scams being run out of call centers rather than a
dark, creepy basement or a garage, that’s often the case, particularly in countries such as India and
the Philippines, experts said.
After a lockdown order went into effect in India in late March, "we saw the volume of calls
basically half the next day," Quilici said.
That means scammers will probably be back in force once the call centers come back online. Stepped-up
enforcement from industry groups and the U.S. government could nibble around the edges of those call
volumes when the scammers are back, however. In recent months, federal agencies have focused on going
after the small telecom providers that were allowing calls from COVID-19 scammers, citing the urgency of
the pandemic.
And free blocking tools that were already in place on many people’s phones help consumers dodge unwanted
calls, so it’s not clear how many have noticed the lower numbers of scam and telemarketing calls in the
past couple months.
"What we do hear from consumers is call blocking tools are effective in reducing a significant
number of robocalls but some unwanted calls are going to slip through," said Maureen Mahoney, a
policy analyst with Consumer Reports.
Complaints about unwanted calls to the Federal Trade Commission have been steadily trending down since
late 2018, and dropped by more than half in March from the year before, to 240,000. The Federal
Communications Commission gets many fewer complaints overall but says those also fell 50% in March, to
10,000, and 60% in April, to 7,500.
None of which is to say that nuisance calls and phone scams and texts have disappeared.
"While reports of robocalls are way down overall, we’re now hearing about callers invoking the
COVID-19 pandemic to pretend to be from the government, or making illegal medical or health care
pitches," an FTC blog post declared in mid-April.
And Mahoney predicts that calls will pick up again, and it won’t just be scammers back in action. With so
many people out of work and behind on their bills, debt collectors will be relentlessly badgering them
to pay soon enough, she said.