KeepTechHonest

As legal oversight lags behind the rapid pace of tech innovation, a critical gap has formed between evolving technology and the regulations meant to govern it. The “Keep Tech Honest” blog highlights emerging issues in the tech sector to inform both organizations and consumers, ensuring that technological progress remains responsible and aligned with the public interest.

Feel free to use #KeepTechHonest to share your own recommendations on how tech companies can do better!

I had a fraud transaction on my PayPal account for $1000.

🤦 I filled an online fraud case form, on my phone, the page crashed on submission.

🤦 I switched to my laptop and filled the form. Again, the page crashed.

🤦I called customer service. After a useless interaction with AI, I was connected to an agent.

🤦The agent advised me to resolve the issue with the seller. Since the seller email domain is @ setetheewyffml.gcigger.com, I found this to be a very unwise advise.

🤦They confirmed they have a case opened, which I couldn't see on my account because, as they claimed, it's in progress.

🤦The agent didn't want to give me the case number. After expressing how weird that is, the agent finally gave it to me.

🤦 Two days later, they blocked my account for suspicious activity.

😎 I called my bank, deactivated my credit card and they credited me $1000 instantaneously until they investigate.

I understand PayPal wanting to minimize its losses but here's my advice...

👉 If you want users to trust your service, fraud detection and resolution should be made simpler and faster. It's the basis of your value proposition.

👉 How did your AI miss such a transaction with a weird email address, that screams Fraud?

👉 Educate your customer service agents, they shouldn't advise a user to start communication with a fraudster.

👉 All what PayPal is currently providing is another attack surface for fraudsters.

👉 If you have a credit card (not debit) with a bank that has strong Fraud detection and resolution, you don't need PayPal.

Google AI principles no longer include a 2023 commitment to avoid developing artificial intelligence for weapons or technologies that cause injury. You can see the current principles at https://ai.google/principles/

If your AI principles change based on revenue opportunities then they are not principles, they are propaganda.