Appointment scam hits Mumbai’s psychologists: Fraudsters use fake payment screenshots to demand refunds

MUMBAI: Psychologists in Mumbai are reporting a payment scam where they are being targeted by fraudsters posing as patients. The caller takes an appointment for therapy over phone or text, and claims he is making prepayment online. He shares a screenshot of the transaction, but later cancels the appointment and seeks a refund. The catch is that the screenshot is fake and the payment was never made.

"The scammer rushes the counsellor into making a refund. If one proceeds with the refund without verification, one ends up losing money," said a counsellor who was defrauded, and did not wish to be identified.

Psychologist Kiran Makhijani said a scammer got abusive when she clarified that a refund couldn't be made as payment was never received.

"This individual conversed with me entirely over texts. She claimed she wasn't from Mumbai and had got my reference during a visit to a reputed hospital here," said Makhijani. After the individual insisted on making an online prepayment for a counselling appointment, Makhijani shared a QR code. She received a photo with transaction details.

Later, the patient said her husband had taken an appointment for her with another doctor and so she wanted a refund. "When we informed that no payment had been received, the individual became aggressive, used abusive language and falsely accused us of cheating. As professionals working with integrity, such interactions are upsetting," she said.

Psychologist Alisha Lalljee said templates for making fake payment screenshots are easily available online. "I was approached by scammers posing as patients on two separate occasions. They were quick to inquire about fees and appointment slots, without going into details about the therapy session," said Lalljee.

After she shared her bank details, a payment screenshot was received. "The image had transaction details, time and even the sender's phone battery status. The image appeared authentic but no money was received. I uploaded the screenshot to an online image recognition tool and was stunned to discover that it was made from a template," said Lalljee.

Pre-booking mental health care sessions became standard protocol since online consultations started post Covid.

Psychologist Shashwati Chavan narrated an incident where a person reached out to her for an emergency counselling session. Chavan provided a payment link which, the person claimed, "wasn't working." Chavan then sent a QR code and within moments, received a screenshot that said Rs 2000 had been paid.

"Bank statements were checked, but no transaction was found," Chavan said. The individual kept insisting payment was done. Finally Chavan told the individual to pay after the session, but the latter did not show up for the appointment.

Police officials said they are aware of the scam but formal complaints have not been received.