Mumbai Police have busted a fraudulent call centre operating from an apartment in Charkop, where employees allegedly impersonated customer care representatives of e-commerce companies to cheat overseas customers. Two operators have been arrested, while police are searching for two alleged key accused, including a woman, who are suspected of running the operation. Investigators are working to establish the total amount collected from victims through the fraudulent scheme.
How Was the Fake Call Centre Exposed?
The operation came to light after Charkop Police received information about suspicious activities being conducted from a residential apartment.
Acting on the information, police raided the premises on October 26 and discovered a call centre allegedly engaged in deceiving customers of international e-commerce platforms. Investigators found that the operators were contacting overseas customers while posing as representatives authorised to resolve complaints and account-related issues.
The raid led to the arrest of two individuals allegedly involved in making fraudulent calls.
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Who Was Running the Operation?
Police identified Shahrukh and Simran as the two alleged key accused behind the call centre.
According to investigators, the duo used their contacts to illegally obtain customer grievance-related information from e-commerce platforms. The information was subsequently shared with operators working at the fraudulent call centre.
Police said both alleged organisers remain wanted, and efforts are underway to trace them.
How Did the Fraudsters Target Customers?
The accused allegedly relied on customer complaint records to identify individuals who had raised grievances concerning online shopping services. Using these details, call centre operators contacted overseas customers and introduced themselves as customer support representatives of the relevant e-commerce platforms.
They discussed existing complaints to make their calls appear genuine and convince customers that they were dealing with legitimate support personnel. The alleged misuse of grievance information formed a central part of the operation, allowing the callers to approach customers with details of their complaints.
What Threats Were Used to Demand Payments?
Police said the operators attempted to frighten customers by claiming that their accounts could be closed if they failed to make payments.
In other instances, callers allegedly warned customers that their orders would not be delivered unless the demanded money was paid. These threats were used while discussing the customers’ grievances, creating pressure to comply with the payment demands.
Investigators believe the operators used their impersonation of customer service personnel to make the demands appear connected to legitimate e-commerce transactions.
Who Has Been Arrested?
Police arrested two alleged call centre operators identified as Asif Qureshi and Smarth P. The arrests followed the raid on the Charkop apartment where the fraudulent operation was allegedly being conducted.
Investigators are continuing their inquiry into the activities of the call centre and the involvement of the wanted suspects. The total amount allegedly obtained from overseas customers has not yet been established.
The420 Insight: What Does This Case Reveal?
The case highlights how illegally obtained customer grievance information can be exploited to conduct convincing impersonation fraud. By referring to genuine complaints, fraudsters can create an impression of legitimacy before demanding payments. The investigation also raises concerns about the misuse of customer information and the risks associated with unsolicited calls claiming to represent online shopping platforms.
