Is the phone number on a Google listing for a business always the real business's number?
Not always. Google Business listings can be edited by third parties through a process called listing hijacking, replacing real contact details with scammer numbers.
Last reviewed: 10 June 2026
Explanation
Google Business Profile listing hijacking is a form of fraud where bad actors claim ownership of or edit a legitimate business's listing and replace the phone number with one they control. A person searching for a bank, airline, customer service number, or utility company may call the number displayed in the Google result and reach a fraudster rather than the real business.
The fraudsters who answer impersonate the business's customer service, often collecting payment details, account information, or facilitating scam transactions. Victims have no reason to be suspicious because they found the number through a search result that displayed the real business name and address.
This type of attack is especially effective against financial institutions, airlines, and large consumer brands where people urgently need to call for account issues or travel problems.
Always verify a phone number by going to the business's official website directly — typed manually — and using the contact number listed there. For financial institutions, the safest number is the one printed on the back of your card or on a statement you received in the post. Do not rely solely on search engine results for contact numbers when the call involves financial or account information.
Common red flags
- Number found only in a Google listing, not confirmed on the business's actual website
- When you call, the response does not match the expected business's greeting or hold music
- Agent asks for more information than expected for a routine query
- Number leads to an overseas-sounding call centre for a locally-focused business
- Agent suggests actions inconsistent with the company's known policies
- You cannot verify the number matches what is on the company's official website
What to do now
- Always cross-reference phone numbers with the business's own official website before calling
- For banking or financial queries, use the number on the back of your card
- If you gave sensitive details to a suspicious caller, contact the real company immediately
- Report listing hijacking to Google through the Business Profile reporting function
- Notify the business directly so they can reclaim their listing
- Report to your national consumer protection agency if financial harm occurred
Frequently asked questions
How do fraudsters get edit access to a real business's Google listing?
Google Business Profile allows listing owners to grant access to others. Fraudsters submit change requests claiming to represent the business, sometimes succeeding if Google's verification process is not rigorous enough.
Are other search engines also vulnerable?
Yes. Bing and other directories can also carry incorrect contact details, whether through listing hijacking or simply outdated information. Always verify numbers on the business's own website.