Caller ID Spoofing: Someone Is Using My Business Number

What is caller ID spoofing?

Caller ID spoofing is when a caller deliberately puts false information on the caller ID display to hide who they really are. Scammers and robocallers can make any number show up, including your business number.

The important part for you: spoofed calls never pass through your phone system. The scammer calls from their own equipment and simply puts your number in the caller ID. That's why these calls don't appear in your call history and VentureTel has no record of them. It also means nobody needed access to your phones or account.

Why is this happening to my business?

You didn't do anything wrong. People are more likely to answer a local number or a business they recognize, so scammers borrow real numbers from legitimate businesses (the FCC calls one version of this "neighbor spoofing"). Your number was most likely picked because it looks local and trustworthy.

The good news: scammers switch numbers often. According to the FCC, "It is likely that within hours they will no longer be using your number."

Should we block or change our number?

Usually, no.

• Blocking doesn't help. The spoofed calls aren't coming from your line, so there's nothing on your end to block.
• Changing your number usually hurts you more than the scammer. Your clients, website, and listings all use your current number, and the scammer can simply move on to another number. No change is guaranteed to make it stop; waiting it out is usually the better option.

What to tell people who call back

Most people who call back are confused or annoyed, and a calm explanation goes a long way. The FCC suggests a voicemail message explaining that your number is being spoofed. For example:

"Thank you for calling [Business Name]. We've learned that scammers are using our phone number to make calls that show our number on caller ID. If you received a call that appeared to come from us, we did not call you. Please do not share any personal or payment information with those callers. If you're calling us for another reason, please stay on the line and we'll be happy to help."

Your front desk can use the same wording on live calls. Switch back once things quiet down.

We'll set up a temporary greeting for you at no charge. Just contact VentureTel support. If you'd rather do it yourself:

• Update Auto Attendant Phone Prompt
• Setting up your voicemail

What should the people receiving the calls do?

Share these FCC and FTC tips with anyone who got one of these calls:

• Don't share any personal or financial information, and don't answer yes-or-no questions.
• Hang up. If a recording says to press a button to stop the calls, just hang up.
• Report it. The FTC takes unwanted call reports at DoNotCall.gov. If they lost money or have details about the scammer, they can report it at ReportFraud.ftc.gov. They can also file a complaint with the FCC at fcc.gov/complaints.
• Turn on spam call blocking through their own phone company or a call-blocking app.

What your business can do

1. Report it to the FCC. The FCC's complaint center specifically covers situations where your own number is being spoofed: fcc.gov/complaints. You can also report to the FTC at ReportFraud.ftc.gov.
2. Keep a simple log. Note the date and time of each complaint, the caller's number, and anything they tell you about the call (a recording, a pitch, a callback number).
3. Contact VentureTel support. We can review your call records to confirm the calls did not come from your account, and set up a temporary greeting at no charge.

A note on reporting: FTC reports include the number shown on caller ID, even when it's spoofed. The FTC releases reported numbers each business day to phone companies and other partners working on call blocking and call labeling, and it notes this data isn't verified. That means your number could end up labeled as spam on some phones. Reporting is still worthwhile. If it happens, see My Phone Number Is Coming Up As SPAM for how to request a fix through free caller registries.

STIR/SHAKEN is an industry caller ID authentication framework the FCC requires voice providers to implement. It helps phone companies check whether a call really comes from the number shown and label or block suspicious calls. VentureTel has implemented STIR/SHAKEN to authenticate our customers' outbound calls. That helps carriers recognize your real calls, but it can't stop scammers from spoofing your number on their own calls.

Should you tell your clients?

Whether and how to notify clients is a decision for your business to make internally, with your own advisors (legal, marketing, IT, and so on). Some businesses choose to send a brief heads-up so clients know to be careful. Others decide it isn't needed. A few things to weigh:

• A notice can cause worry. A poorly worded message may cause panic or lead people to assume your own systems were hacked.
• One client vs. several. If only one client (or one household) reports these calls, the cause may be on their side. For example, their own email or account could have been compromised, which could tell a scammer who they do business with. In that case a personal call or reply may be all that's needed.
• If several clients report calls that look like they came from you, that could be more concerning, and you may want your IT provider to check your email, client list, and practice or billing software.

If you decide to send something, here's an example you can adapt with your advisors:

"Some of our clients have received calls that appear to come from our office phone number. We did not make these calls. Scammers are faking our number on caller ID. We will never ask for payment or personal information through an unexpected phone call. If you're ever unsure whether a call is really from us, hang up and call us back at [published office number]."

When it might NOT be spoofing

Spoofed calls never appear in your own call history. Contact VentureTel support right away if you notice any of these:

• The calls people complain about do show up in your call logs
• Unexpected international or long-distance calls or charges
• Phones or devices you don't recognize on your account

Those can be signs of misuse of your account rather than spoofing, and we'll want to look at it quickly. See Reporting Security Concerns and How We Respond for how we handle security reports.

Frequently Asked Questions

Why are people saying my business called them when we didn't?

Your number is most likely being spoofed. Scammers can make any number appear on caller ID, and they often use real local business numbers because people are more likely to answer. The calls never went through your phone system, which is why your staff didn't make them and they don't appear in your call history.

Does spoofing mean someone hacked our phone system?

Usually not. Spoofing only changes what appears on the caller ID screen, and the scammer doesn't need access to your phones or account. If the calls appear in your call history, or you see unexpected international or long-distance charges, contact your phone provider right away.

Can my phone provider stop someone from spoofing my number?

Not completely. Spoofed calls are placed from someone else's equipment, not through your line, so your provider can't block them at your end. The FCC requires voice providers to use STIR/SHAKEN caller ID authentication, which helps phone companies spot and label spoofed calls, but it doesn't stop every one.

Is caller ID spoofing illegal?

It can be. Under the Truth in Caller ID Act, FCC rules prohibit anyone from transmitting misleading or inaccurate caller ID information with the intent to defraud, cause harm, or wrongly obtain anything of value, with penalties of up to $10,000 per violation. Not all spoofing is illegal; for example, a doctor calling from a personal cell phone may display the office number.

Should we tell our clients our number is being spoofed?

That's a decision for your business to make internally with your own advisors, such as legal, marketing, and IT. Some businesses send a brief, calm heads-up and others handle it one client at a time. If only one client reports calls, the cause may be on their side. If several clients do, you may want your IT provider to take a look.

Will changing my number fix it?

Usually not. It often causes more trouble for your business than for the scammer, who switches numbers frequently anyway. A temporary greeting explaining the situation is usually a better first step.

Need help?

If people say your office called them and you didn't, contact VentureTel support. We'll check your call records and set up a temporary greeting for you at no charge.

VentureTel Support: 208.735.8999 (call or text) · [email protected]

Related: If the problem is the opposite, and your real outbound calls are showing up as "Spam" or "Potential Spam" on other people's phones, see My Phone Number Is Coming Up As SPAM. This article covers calls that never came from your account.