Executive Summary
U.S. Customs and Border Protection has issued warnings regarding ongoing phone scam operations wherein fraudsters impersonate CBP officers to solicit payments from businesses and individuals. These scams specifically target the logistics industry, exploiting legitimate concerns about customs compliance to extract money through false claims of shipment problems, fines, or clearance issues. Logistics professionals should understand scam methodologies, implement detection protocols, and establish organizational safeguards protecting personnel and clients from financial fraud.

CBP Impersonation Phone Scams: Security Framework for Logistics Operations

(CBP冒充电话诈骗：物流运营安全框架)

1 · Understanding Phone Scam Operations Targeting Logistics Industry

Phone scam operations targeting logistics companies represent sophisticated fraud schemes exploiting industry-specific knowledge and operational pressures to deceive victims into unauthorized payments.

Scam Operation Framework and Methodology

Impersonation Tactics: Fraudsters employ various techniques to establish credibility when impersonating government officials:

Caller Identity Spoofing:

• Phone Number Manipulation: Display of legitimate-appearing CBP phone numbers through caller ID spoofing technology
• Official Language: Use of proper terminology, title references, and procedural language suggesting government authority
• Background Simulation: Addition of office sounds, radio communications, or other audio suggesting legitimate government environment
• Documentation References: Citation of actual CBP forms, procedures, or regulations to establish authenticity

Psychological Manipulation:

• Authority Exploitation: Leveraging government agency authority to create compliance pressure
• Urgency Creation: Artificial time constraints demanding immediate action without verification opportunity
• Consequence Threats: Warning of severe outcomes including criminal charges, shipment seizure, or license revocation
• Confidentiality Demands: Instructions not to discuss the matter with colleagues or external advisors

Target Selection: Scammers focus on logistics industry participants for several strategic reasons:

Industry Vulnerabilities:

• Regulatory Complexity: Complex customs regulations creating uncertainty exploitable by fraudsters
• Financial Transactions: Regular involvement in duty payments and fee transactions normalizing payment requests
• Multiple Stakeholders: Numerous parties involved in transactions creating confusion about legitimate communications
• Time Sensitivity: Industry’s time-critical nature making deliberate verification difficult

Common Scam Scenarios

Typical Fraud Narratives: Scammers employ various storylines designed to elicit immediate payment:

Shipment Problem Claims:

• Customs Hold Allegation: Claims that shipment is held requiring payment to release
• Documentation Deficiency: Assertions of missing or incorrect paperwork requiring fee payment for resolution
• Duty Underpayment: Allegations of insufficient duty payment demanding immediate settlement
• Penalty Assessment: Claims of violations requiring immediate fine payment to avoid escalation

Personal Liability Threats:

• Individual Liability: Assertions that specific employees face personal criminal or civil liability
• Arrest Warrant Claims: False statements about active warrants requiring immediate payment for resolution
• License Suspension: Threats of professional license revocation or suspension
• Immigration Consequences: For non-citizen employees, threats regarding immigration status

Urgent Payment Demands:

• Wire Transfer Requests: Instructions to wire funds to specific accounts
• Prepaid Card Payments: Demands for payment via retail gift cards or prepaid debit cards
• Cryptocurrency Requests: Increasingly common requests for payment in cryptocurrency
• Cash Courier Collections: Arrangements for in-person cash collection by supposed agents

CBP Official Position and Policy

Legitimate CBP Communication Practices: Understanding actual CBP procedures helps identify fraudulent communications:

Official CBP Policies: CBP has explicitly stated several policies regarding payment collection and communication:

No Phone Payment Solicitation:

• Written Communication Preference: CBP conducts official business primarily through written correspondence
• No Payment Demands: CBP does not solicit payment over the phone for duties, fines, or other fees
• Formal Process Requirements: All legitimate payment obligations follow documented formal processes
• Official Channels: Payments made through authorized systems and methods, never personal accounts

Proper Communication Channels:

• Written Notices: Official CBP actions communicated through formal written notices
• Scheduled Appointments: Meetings or discussions arranged through proper scheduling procedures
• Contact Verification: Legitimate CBP communications allow verification through published contact information
• Documentation Provision: Proper documentation provided for all official actions and requirements

2 · Risk Factors and Vulnerability Assessment

Certain operational characteristics and business practices create heightened vulnerability to phone scam operations within logistics organizations.

Organizational Vulnerability Factors

Structural Risk Elements: Several organizational factors increase susceptibility to successful fraud:

Decentralized Operations:

• Multiple Locations: Operations spanning multiple facilities creating communication challenges
• Distributed Authority: Payment authorization distributed across various personnel
• Inconsistent Procedures: Variations in procedures across different offices or divisions
• Limited Oversight: Reduced centralized oversight of routine communications and transactions

Operational Characteristics:

• High Transaction Volume: Large numbers of shipments and transactions creating confusion opportunity
• Routine Payment Activity: Regular customs payments normalizing payment requests
• Time Pressure Operations: Fast-paced environment reducing careful verification
• Customer Service Priority: Culture emphasizing rapid problem resolution potentially overriding verification

Personnel Factors:

• New Employee Vulnerability: Less experienced staff lacking familiarity with legitimate procedures
• Rotating Responsibilities: Frequent staff changes reducing institutional knowledge
• Limited Training: Insufficient fraud awareness training across organization
• Language Barriers: Non-native English speakers potentially struggling with verification

Industry-Specific Exploitation Vectors

Logistics Industry Vulnerabilities: Specific characteristics of logistics operations create exploitation opportunities:

Customs Brokerage Operations:

• Client Payment Relationships: Brokers regularly collecting money from clients for duties and fees
• Multiple Payment Types: Various legitimate payment scenarios creating confusion
• Urgent Clearance Needs: Time-sensitive clearance requirements creating pressure
• Regulatory Complexity: Complex regulations creating uncertainty exploitable by fraudsters

Freight Forwarding:

• Third-Party Relationships: Multiple parties involved in transactions complicating verification
• International Communications: Cross-border operations normalizing international calls
• Documentation Complexity: Numerous documents and requirements creating confusion opportunities
• Financial Authority: Forwarders often authorized to make payments on behalf of clients

Warehouse and Distribution:

• Multiple Shipment Types: Variety of cargo types and origins creating procedural complexity
• Shift Operations: 24/7 operations with varying staff coverage and supervision
• Inspection Exposure: Regular interaction with enforcement creating perceived vulnerability
• Facility Access: Concerns about facility access and inspection creating anxiety exploitable by scammers

Target Selection Patterns

How Scammers Identify Targets: Fraudsters use various methods to identify potential victims:

Information Sources:

• Public Directories: Business directories and trade databases providing contact information
• Import Records: Publicly available import data identifying active companies
• Social Media: LinkedIn and business social media revealing organizational structure
• Previous Victims: Information obtained from successful scams used to identify similar targets

Targeting Criteria:

• Small to Medium Businesses: Companies potentially lacking sophisticated fraud prevention systems
• New Market Entrants: Businesses new to international trade with limited regulatory experience
• High-Growth Companies: Organizations experiencing rapid growth potentially straining controls
• Geographic Focus: Areas with high concentrations of logistics businesses

3 · Detection and Verification Protocols

Logistics organizations should implement systematic protocols enabling personnel to identify fraudulent communications and verify legitimate government contacts.

Scam Identification Indicators

Red Flag Recognition: Personnel should understand characteristics consistently present in fraudulent calls:

Communication Anomalies:

• Unexpected Contact: Unsolicited calls regarding matters not previously communicated in writing
• Caller ID Irregularities: Mismatches between displayed number and stated agency or location
• Poor Connection Quality: International calling patterns or unusual connection characteristics
• Background Inconsistencies: Lack of appropriate office environment sounds or overly artificial backgrounds

Content Warning Signs:

• Immediate Payment Demands: Pressure for immediate payment without documentation or verification opportunity
• Unconventional Payment Methods: Requests for wire transfers to personal accounts, gift cards, or cryptocurrency
• Confidentiality Instructions: Directions not to discuss matter with supervisors or other authorities
• Threat Escalation: Progressive threats of increasingly severe consequences for non-compliance

Procedural Deviations:

• Lack of Documentation: Absence of written notice, case numbers, or official documentation
• Informal Communication: Personal email addresses or phone numbers rather than official channels
• Authorization Bypass: Instructions to bypass normal approval or verification procedures
• Identity Verification Resistance: Refusal to provide verifiable credentials or contact information

Verification Procedures

Multi-Step Verification Protocol: Organizations should establish systematic verification procedures for all purported government communications:

Initial Response Protocol: When receiving suspicious calls, personnel should follow specific procedures:

Immediate Actions:

• Do Not Commit: Make no commitments or payments regardless of pressure or urgency claims
• Gather Information: Collect caller’s name, badge number, phone number, and case number if provided
• Document Details: Record time, date, and substance of communication
• Terminate Contact: Politely end the call stating verification is required before proceeding

Independent Verification:

• Official Contact Numbers: Use only officially published CBP contact information for verification
• Written Confirmation: Request written documentation through official channels
• Supervisor Consultation: Involve supervisory personnel in assessment of claimed requirements
• External Resources: Contact customs broker, freight forwarder, or legal counsel for guidance

Organizational Escalation:

• Management Notification: Immediately inform management of suspicious communications
• Security Team Involvement: Engage organizational security or fraud prevention personnel
• Documentation Retention: Preserve all information about fraudulent contact attempts
• Incident Reporting: Complete internal incident reports documenting encounter details

Official Verification Channels

Legitimate CBP Contact Methods: Organizations should maintain information about proper CBP communication channels:

Published Contact Information:

• Official CBP Website: www.cbp.gov provides authoritative contact information
• Port of Entry Contacts: Direct phone numbers for specific ports available through official sources
• Local CBP Officers: Established relationships with assigned officers providing verification capability
• Office of Field Operations: Regional and port director contact information for escalation

Alternative Verification Resources:

• Customs Brokers: Licensed customs brokers can verify legitimate CBP communications
• Trade Associations: Industry associations often provide guidance on suspicious communications
• Legal Counsel: Trade attorneys familiar with CBP procedures can provide verification assistance
• Trusted Advisors: Established relationships with consultants or advisors offering expertise

4 · Organizational Prevention and Security Measures

Comprehensive organizational approaches combining policy, training, and technical measures provide strongest protection against phone scam operations.

Policy and Procedure Framework

Formal Policy Development: Organizations should establish written policies addressing phone scam risks:

Payment Authorization Policies:

• Written Authorization Requirements: All payments require written documentation and formal authorization
• Multi-Level Approval: Significant payments require multiple approval levels
• Verification Mandates: Mandatory independent verification for all government payment claims
• Payment Method Restrictions: Prohibited payment methods including wire transfers to personal accounts, gift cards, or cryptocurrency

Communication Protocols:

• Government Communication Procedures: Documented procedures for handling all purported government communications
• Escalation Requirements: Mandatory escalation of suspicious contacts to management
• Documentation Standards: Required documentation for all government-related communications
• External Communication Guidelines: Protocols for employee communications with outside parties regarding company matters

Response Procedures:

• Incident Response Plan: Documented procedures for responding to identified scam attempts
• Reporting Requirements: Mandatory reporting of all suspicious contacts to appropriate authorities
• Victim Support: Procedures supporting personnel who may have been compromised
• Investigation Protocols: Internal investigation procedures for suspected security breaches

Employee Training and Awareness

Comprehensive Training Programs: Regular training ensures personnel understand and can identify fraud attempts:

Initial Training:

• Scam Methodology Education: Detailed explanation of common scam techniques and approaches
• Red Flag Recognition: Training on identifying suspicious communication indicators
• Verification Procedures: Instruction on proper verification protocols and procedures
• Policy Understanding: Comprehensive review of organizational policies and requirements

Ongoing Awareness:

• Regular Refresher Training: Periodic training reinforcing fraud awareness and procedures
• Current Threat Updates: Information about emerging scam variations and new tactics
• Case Study Review: Analysis of actual scam attempts within organization or industry
• Testing Exercises: Simulated scam scenarios evaluating personnel response

Role-Specific Training:

• Customer Service Personnel: Enhanced training for staff regularly receiving external calls
• Accounting Staff: Specific training on payment authorization and verification requirements
• New Employees: Mandatory fraud awareness training during onboarding process
• Management Training: Training on oversight responsibilities and incident response

Technical Security Measures

Technology-Based Protection: Technical measures complement policy and training approaches:

Communication Systems:

• Caller ID Authentication: Systems providing enhanced caller identification and verification
• Call Recording: Recording of business calls enabling post-incident review
• Call Screening: Automated systems screening suspicious calls or patterns
• Internal Alerts: Automated alerts for unusual communication patterns or payment requests

Payment Systems:

• Transaction Controls: System controls preventing unauthorized payment methods
• Authorization Workflows: Automated workflows requiring proper approvals
• Payment Verification: Built-in verification steps before payment execution
• Audit Trails: Comprehensive logging of all payment authorizations and transactions

Information Security:

• Data Access Controls: Limiting access to sensitive information reducing exposure risk
• Employee Information Protection: Protecting employee contact information from public disclosure
• Secure Communications: Encrypted communication channels for sensitive discussions
• Monitoring Systems: Systems detecting unusual access patterns or information requests

5 · Incident Response and Reporting

Organizations encountering phone scam attempts should follow systematic response procedures protecting the organization while assisting broader fraud prevention efforts.

Immediate Response Procedures

Initial Incident Handling: When scam attempt identified, organizations should take immediate protective actions:

Containment Measures:

• Transaction Prevention: Immediately halt any initiated payment or information disclosure processes
• System Review: Check for any unauthorized transactions or information disclosures
• Communication Control: Prevent further contact between scammers and organization
• Evidence Preservation: Secure all information about the scam attempt for investigation

Victim Support:

• Employee Assistance: Support for personnel who may have been targeted or deceived
• Psychological Support: Recognition that scam victims may experience embarrassment or distress
• No-Blame Culture: Emphasis on organizational responsibility rather than individual fault
• Privacy Protection: Appropriate handling of incident information protecting personnel privacy

Regulatory Reporting Requirements

Official Reporting Channels: Phone scam attempts should be reported to appropriate authorities:

Federal Agencies:

• Federal Trade Commission (FTC): Primary federal agency for fraud reporting at reportfraud.ftc.gov
• FBI Internet Crime Complaint Center (IC3): Reporting for internet-facilitated fraud at ic3.gov
• CBP Fraud Hotline: Direct reporting to CBP of impersonation attempts
• Treasury Inspector General: For scams involving alleged Treasury Department communications

Documentation Requirements:

• Detailed Incident Records: Comprehensive documentation of scam attempt details
• Communication Records: Preservation of any recorded calls or written communications
• Financial Impact: Documentation of any financial losses or unauthorized transactions
• Timeline Documentation: Clear timeline of events and response actions

Internal Investigation and Assessment

Post-Incident Analysis: Organizations should conduct systematic review of scam attempts:

Investigation Objectives:

• Method Understanding: Analysis of specific techniques employed by scammers
• Vulnerability Identification: Assessment of organizational vulnerabilities enabling attempt
• Control Effectiveness: Evaluation of whether existing controls functioned as intended
• Improvement Opportunities: Identification of enhancement opportunities in policies or procedures

Response Evaluation:

• Procedure Compliance: Assessment of personnel adherence to established procedures
• Timeliness Assessment: Evaluation of response speed and effectiveness
• Communication Effectiveness: Review of internal communication and escalation procedures
• Outcome Analysis: Understanding of why attempt succeeded or failed

Corrective Actions:

• Policy Modifications: Updates to policies addressing identified weaknesses
• Training Enhancements: Improvements to training programs based on lessons learned
• Technical Controls: Implementation of additional technical measures if appropriate
• Procedure Refinement: Adjustment of procedures improving future response

6 · Client Protection and Communication

Logistics service providers have responsibility to protect clients from scam operations potentially targeting them through claimed association with the service provider.

Client Education and Awareness

Proactive Client Communication: Service providers should educate clients about fraud risks:

Information Provision:

• Scam Awareness Notices: Regular communications informing clients about scam operations
• Verification Procedures: Clear guidance on verifying communications purportedly from service provider
• Official Contact Information: Provision of authoritative contact information for verification
• Red Flag Education: Information helping clients identify suspicious communications

Communication Protocols:

• Legitimate Communication Channels: Clear documentation of how service provider legitimately communicates
• Payment Request Procedures: Explanation of proper procedures for payment requests
• Urgent Request Policies: Clarification that urgent payment demands should be verified
• Contact Verification: Encouragement to independently verify all payment requests

Verification Support for Clients

Client Verification Assistance: Service providers should support clients in verifying legitimate communications:

Support Mechanisms:

• Verification Hotlines: Dedicated contact numbers for clients to verify communications
• Responsive Communication: Rapid response to client verification inquiries
• Documentation Availability: Easy access to documentation of legitimate transactions and communications
• Account Representatives: Assigned contacts familiar with client relationship

Incident Response:

• Client Incident Reporting: Easy methods for clients to report suspicious communications
• Rapid Investigation: Quick investigation of reported suspicious contacts
• Client Protection: Actions to protect clients from fraud attempts using provider’s name
• Information Sharing: Appropriate sharing of fraud intelligence protecting client base

Contractual and Liability Considerations

Risk Allocation and Protection: Service agreements should address fraud risks:

Contractual Provisions:

• Verification Requirements: Contract terms requiring payment verification through proper channels
• Authorized Communication: Documentation of authorized representatives and communication methods
• Payment Procedures: Clear specification of legitimate payment request procedures
• Fraud Disclaimer: Explicit statements about provider’s communication and payment policies

Liability Management:

• Risk Disclosure: Appropriate disclosure of fraud risks in client communications
• Standard of Care: Demonstration of reasonable measures to prevent fraud
• Insurance Coverage: Appropriate insurance coverage for fraud-related risks
• Legal Counsel: Coordination with legal counsel on fraud prevention and liability issues

7 · Industry Collaboration and Information Sharing

Collective industry response to phone scam operations strengthens overall security through shared intelligence and coordinated defensive measures.

Industry Intelligence Sharing

Collaborative Threat Information: Industry participants benefit from sharing information about scam attempts and methods:

Information Sharing Mechanisms:

• Trade Association Alerts: Industry associations disseminating scam warnings to members
• Peer Network Communication: Informal sharing among professional networks
• Law Enforcement Coordination: Appropriate information sharing with investigating agencies
• Public Advisories: Publication of general alerts warning industry about active threats

Intelligence Types:

• Scam Methodology: Details about techniques employed in recent attempts
• Contact Information: Phone numbers and contact details used by scammers
• Target Patterns: Information about types of organizations or individuals targeted
• Seasonal Trends: Patterns in scam activity timing or intensity

Best Practice Development

Industry Standards: Collaborative development of industry-wide fraud prevention practices:

Standard Procedure Development:

• Verification Protocols: Common industry approaches to communication verification
• Training Standards: Baseline fraud awareness training requirements
• Documentation Requirements: Standard documentation practices for government communications
• Incident Reporting: Consistent approaches to scam attempt reporting and documentation

Technology Solutions:

• Shared Technical Resources: Collaborative development or procurement of fraud prevention tools
• System Integration: Coordination on system features supporting fraud prevention
• Alert Systems: Shared alert systems disseminating threat information
• Vendor Evaluation: Collaborative assessment of security technology vendors

Regulatory Advocacy

Policy Enhancement Support: Industry engagement with policymakers on fraud prevention:

Regulatory Engagement:

• Enhanced Enforcement: Support for increased resources for fraud investigation and prosecution
• Technology Standards: Advocacy for technical measures preventing caller ID spoofing
• International Cooperation: Support for cross-border enforcement cooperation
• Victim Protection: Advocacy for measures protecting fraud victims

Legislative Support:

• Fraud Prevention Legislation: Support for laws enhancing fraud prevention and prosecution
• Technology Regulation: Advocacy for regulation of technologies enabling fraud
• Industry Protection: Support for measures specifically protecting trade community
• Information Sharing: Advocacy for frameworks enabling appropriate intelligence sharing

8 · Conclusion: Maintaining Security Vigilance

Persistent Threat Recognition

Ongoing Risk: Phone scam operations targeting the logistics industry represent persistent threats requiring sustained organizational attention and defensive measures.

Evolution and Adaptation: Scam methodologies continuously evolve, with fraudsters adapting techniques to circumvent defensive measures and exploit new vulnerabilities as they emerge.

Organizational Imperatives

Comprehensive Defense: Effective protection requires multi-layered approaches combining policy, training, technical measures, and organizational culture emphasizing security awareness.

Critical Elements:

• Policy Foundation: Clear policies establishing verification requirements and payment controls
• Training Investment: Comprehensive and ongoing employee education about fraud risks and response
• Technical Protection: Appropriate technology measures supporting policy enforcement and threat detection
• Cultural Emphasis: Organizational culture prioritizing security and supporting proper verification

Industry Collaboration

Collective Strength: Industry-wide cooperation on intelligence sharing, best practice development, and regulatory advocacy strengthens collective defense against fraud operations.

Partnership Approach: Success requires coordination among industry participants, trade associations, law enforcement agencies, and regulatory authorities working toward common objectives.

Vigilance Imperative

Sustained Attention: Protection against phone scam operations requires ongoing vigilance, regular updating of defensive measures, and continuous reinforcement of security awareness throughout organizations.

Proactive Stance: The most effective approach combines defensive measures preventing successful attacks with proactive initiatives including incident reporting, information sharing, and support for enhanced enforcement capabilities.

Organizations maintaining awareness of fraud threats, implementing comprehensive defensive measures, and participating in industry-wide protective efforts position themselves to detect and defeat phone scam operations while contributing to broader security of the logistics industry and international trade community.

This analysis reflects general information about phone scam operations impersonating U.S. Customs and Border Protection and targeting the logistics industry. Specific scam techniques and approaches continue evolving. Organizations should maintain current awareness through official CBP communications, industry association alerts, and law enforcement advisories. CBP does not solicit payment over the phone for duties, fees, fines, or any other purposes. All purported urgent payment demands claiming CBP origin should be independently verified through official channels before any action. Organizations experiencing or suspecting phone scam attempts should report them to appropriate authorities including the Federal Trade Commission, FBI Internet Crime Complaint Center, and CBP fraud hotline.