AARP Hearing Center
Experiencing fraud is increasingly common, with consumers losing a record $10 billion to scams in 2023, according to the Federal Trade Commission (FTC). The experience often results in significant financial and emotional distress.
The AARP Fraud Watch Network Helpline effectively advises callers on how to avoid scams and supports victims through the trauma of fraud. A recent survey of 300 adults who used the helpline highlighted its impact.
Staffed by trained fraud specialists and volunteers, the free service (877-908-3360) helps callers spot scams and protect their finances. For those victimized, the helpline offers support for dealing with emotions, such as concern, anger, frustration, and embarrassment.
Survey respondents reported significant improvement in managing their emotions and well-being after calling the helpline. Concerns dropped from 85 percent to 61 percent, frustration from 80 percent to 46 percent, anger from 75 percent to 38 percent, and embarrassment from 50 percent to 33 percent. Positive emotions like appreciation rose from 55 percent to 83 percent, and calmness from 46 percent to 67 percent.
Respondents lauded the expertise, support, and actionable advice provided by the helpline. Approximately two-thirds found the helpline specialist very knowledgeable (65 percent) and very empathetic (68 percent). Most felt understood (85 percent), encouraged (71 percent), comforted (65 percent), and empowered (59 percent) because of the support they received from the Helpline. Seventy-eight percent of respondents reported receiving useful guidance, prompting 80 percent to take actionable steps such as contacting their bank, the police, or a credit bureau.
Overall, the helpline received outstanding ratings, particularly for providing emotional relief. When asked, 67 percent of callers said they would recommend the service to others. Among those who remembered receiving actionable advice, 78 percent would recommend it.
Methodology
The research was based on a phone survey of 300 adults age 18 and older who had used the AARP Fraud Watch Network Helpline between June 27 and August 9, 2024.
For more information, please contact Alicia Williams at arwilliams@aarp.org. For media inquiries, please contact External Relations at media@aarp.org.
MORE FROM AARP
How Banks and Credit Unions Can Better Serve and Protect People 50-Plus
The insights gleaned from this research provide focus areas and priorities for financial institutions to cater to the diverse needs of consumers, regardless of age, thus fostering trust and resilience against financial exploitation.