Increased grievances towards digital services
In the first half of 2025, consumer centres in Germany have recorded more than 2,900 complaints about dubious internet offers, marking a nearly threefold increase from the previous year. This alarming trend has prompted a call for caution from the federal association and consumer centres, particularly when it comes to services related to mail forwarding orders, certificates of good conduct, or other official documents.
Ramona Pop, the head of the federal association, has urged consumers to be wary of online service providers offering such services. She emphasised that it is often difficult for consumers to recognise unserious or fraudulent offers, such as "fake services." In many cases, users pay for services that would be cheaper or free at official institutions.
The cost of these fake services can be significant for those affected. In some cases, consumers do not receive any service for their money after paying for online services. This is why it is crucial for consumers to be cautious when encountering online offers that seem too good to be true, particularly those advertised on search engines.
Common examples of online fraud in internet services in Germany include shopping scams, fake invoices, unexpected money scams, impersonation scams, identity theft, phishing emails, package delivery scams, and brand-based phishing. Scammers often exploit payment methods like PayPal, bank wire transfers, credit cards, and cryptocurrencies due to their speed and sometimes lower traceability.
To protect themselves from these scams, German consumers should never pay money or provide personal/banking details unless fully confident about the recipient's legitimacy. They should carefully review unexpected invoices and cross-check claims via official company or government channels before paying. Unsolicited emails promising money, gifts, or prizes should be treated with skepticism, and users should not click links or download attachments without verification.
Suspicious delivery emails should be verified independently by checking with the official carrier’s website or customer service, not via emailed links. Consumers should also use multifactor authentication and regularly update passwords on internet services like email, PayPal, and bank accounts to reduce risks from phishing.
In addition, consumers are encouraged to report suspected frauds to consumer organisations such as the Verbraucherzentrale in Germany and use recommended security tools like antivirus software to detect malware linked to scams.
Platforms that earn money from advertising for unserious offers are also being urged to fulfil their responsibility. The consumer centres are taking legal action against certain practices, including a website that charges for online forms for contacting public broadcasting contribution services, which are available for free directly.
The head of the federal association, Ramona Pop, stated that consumers should be able to expect serious offers when they see them advertised on search engines. She explained that online fraud can be costly and leads to insecurity and loss of trust among people.
By staying vigilant and following these precautions, German consumers can help protect themselves from falling victim to internet scams.
- Ramona Pop, the head of the federal association, recommends that consumers should be cautious when dealing with online service providers offering services like mail forwarding orders, certificates of good conduct, or other official documents, as these can often be fraudulent or unserious.
- In light of the increasing number of complaints about dubious internet offers, particularly those related to services that would be cheaper or free at official institutions, consumers are advised to be wary of online offers that seem too good to be true, especially those advertised on search engines, and to use multifactor authentication, regularly update passwords, and report suspected frauds to consumer organizations.
