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Fraud is one of the fastest-growing consumer protection threats in the U.S., and it is directly undermining trust in media and entertainment brands.<\/span><\/p>\n In a recent <\/span>Thinking Out Loud<\/span><\/i><\/a> conversation with CTAM President and CEO Vicki Lins, Senior Director of Fraud Prevention at AARP Kathy Stokes put it even more bluntly: \u201cThis is the number one crime in this country \u2026 by sheer volume, we\u2019re absolutely there.\u201d<\/span><\/p>\n For streaming platforms, networks, and connectivity providers, the implication is clear: fraud is no longer just a security issue. It is a direct challenge to consumer trust and to the long-term strength of the brand relationship.<\/span><\/p>\n Fraud has evolved far beyond isolated bad actors into a highly organized, global enterprise.<\/span><\/p>\n \u201cWe\u2019ve moved from the snake oil salesman of yesterday\u2026to transnational organized crime syndicates,\u201d Stokes explained. \u201cThey are exceptionally well versed at how to make somebody believe something that isn\u2019t true.\u201d<\/span><\/p>\n The scale is staggering. According to Federal Trade Commission data, consumers reported more than $15.9 billion in fraud losses in 2025, with actual losses estimated to be far higher.<\/span><\/p>\n Equally significant for this industry: Ipsos research shows that nearly 47% of consumers have received a fraudulent offer posing as their streaming or internet provider.<\/span><\/p>\n This makes fraud not just a consumer risk, but a direct brand risk.<\/span> Scammers succeed because they exploit one critical asset: trust.<\/span><\/p>\n \u201cThey have a playbook that works just about every time because it relies on brain science,\u201d said Stokes. \u201cIf they come at us with something urgent or emotional, our brains go right to action\u2026bypassing logic.\u201d<\/span><\/p>\n That dynamic mirrors exactly how media and entertainment companies build engagement. Emotional connection\u2014to content, talent, and platforms\u2014is the foundation of audience loyalty.<\/span><\/p>\n It is also what fraudsters increasingly exploit.<\/span><\/p>\n From fake subscription alerts to impersonated talent outreach and fan-targeted scams, bad actors are inserting themselves directly into the consumer relationship, and often in ways that are indistinguishable from legitimate brand communications.<\/span> One of the most important insights from AARP\u2019s work is also one of the most actionable: the consumer is not at fault.<\/span><\/p>\n \u201cFor 25 years, we\u2019ve allowed ourselves to think this was a \u2018them problem,’\u201d Stokes said. \u201cWe were really wrong.\u201d<\/span><\/p>\n This shift matters deeply for media and entertainment companies. When a scam uses your brand, your platform, or your talent, the breakdown in trust is experienced as part of your ecosystem.<\/span><\/p>\n \u201cThere is such an important role for brands to understand that they need to play,\u201d Stokes emphasized. \u201cIf we don\u2019t tell them, we\u2019re going to lose them as a customer.\u201d<\/span> Fraud is no longer confined to back-end security. It is increasingly a frontline customer experience issue.<\/span><\/p>\n \u201cIt\u2019s not the time to become dismissive or blame,\u201d Stokes said. \u201cIt\u2019s the time to understand what this person has had happen to them.\u201d<\/span><\/p>\n Every interaction with a fraud-impacted customer is a moment of truth. Companies that respond with empathy, clear guidance, and helpful next steps reinforce trust. Those who deflect or dismiss risk compound the damage.<\/span><\/p>\n In this environment, customer service is not just a resolution. It is reputation management.<\/span><\/p>\n Proactive communication is one of the most effective ways to reduce fraud risk.<\/span><\/p>\n \u201cWe\u2019ve seen a real growth from \u2018we\u2019re not going to talk about scams\u2019 to understanding that if we don\u2019t, we\u2019ll lose customers,\u201d Stokes noted.<\/span><\/p>\n Consumers need clarity: How does your company communicate? What should they trust? What should they ignore?<\/span><\/p>\n Consistency is key, and this is where industry coordination becomes especially powerful.<\/span><\/p>\n Tone also matters. \u201cInstead of saying \u2018don\u2019t fall for it,\u2019 say \u2018these criminals are trying to deceive you,’\u201d Stokes advised. Removing stigma increases reporting\u2014and reporting is essential.<\/span><\/p>\n Artificial intelligence is rapidly increasing both the scale and sophistication of fraud.<\/span><\/p>\n \u201cI\u2019ve been talking about generative AI as the industrial revolution for fraud,\u201d Stokes said. \u201cIt helps them scale, but also perfect.\u201d<\/span><\/p>\n Traditional red flags, like poor grammar and suspicious formatting, are disappearing. Today\u2019s scams can replicate brand voice, design, and even human speech with near-perfect accuracy.<\/span><\/p>\n For media companies, this includes emerging risks such as:<\/span><\/p>\n Consumers can no longer rely on instinct alone. Clear, repeated guidance from trusted brands is becoming essential.<\/span><\/p>\n The scale of modern fraud means no single company can solve it alone.<\/span><\/p>\n \u201cIt\u2019s not enough to say consumers should protect themselves,\u201d Stokes said. \u201cWe need industry to understand what they can do to stop these scams from reaching people in the first place.\u201d<\/span><\/p>\n Coordinated efforts close the gaps scammers exploit between platforms. They also create consistency, one of the most effective tools in building consumer confidence.<\/span><\/p>\n Shared resources like <\/span>ByeScammer.com<\/b><\/a>, where consumers can learn how to identify and report scams, demonstrate how aligned messaging and collective reach can dramatically expand impact.<\/span><\/p>\n When consumers see consistent guidance across the services they trust, they are far more likely to recognize fraud\u2014and avoid it.<\/span><\/p>\n For media and entertainment leaders, the mandate is clear:<\/span><\/p>\n As Stokes made clear, this is both a business issue and a human one.<\/span><\/p>\n In an industry built on relationships, trust is the product\u2014and fraud is now one of its greatest threats.<\/span><\/p>\nKey takeaways<\/h2>\n
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Fraud has become an industrialized threat<\/h2>\n
<\/span><\/p>\nWhy trust is the new battleground in fraud<\/h2>\n
<\/span><\/p>\nThe critical shift: From blame to empathy<\/h2>\n
<\/span><\/p>\nCustomer experience is the front line<\/h2>\n
Communication is your strongest defense<\/h2>\n
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Why industry coordination is critical in fighting fraud<\/h2>\n
The path forward<\/h2>\n
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