Increase in User Grievances Regarding Digital Platforms
In a recent statement, Ramona Pop, the head of the federal association, has urged consumers to exercise caution when dealing with online service providers, as complaints about dubious internet offers have seen a significant increase.
According to Pop, more than 2,900 complaints were recorded in the first half of 2025, almost three times as many as in the previous year. The complaints primarily revolve around service providers offering online services for mail forwarding, criminal record certificates, or other official documents.
Pop warned that these services can often be more expensive than they should be due to hidden fees or charges. She also highlighted that in some cases, no service is provided at all, despite consumers having paid for it.
The rise in complaints is not limited to specific types of services. Common examples of fake services on the internet include fake rental accommodations, fake retail websites, and fake document services.
One such example is the proliferation of fraudulent websites impersonating major brands and trusted news outlets, such as Apple, PayPal, CNN, and BBC. These sites promote deceptive schemes like fake cryptocurrency investments and trading platforms, defrauding consumers across many countries, including Germany.
Another instance is the dismantling of a fake document distribution hub disguised as a travel agency, indicating that such services are part of the fraudulent offerings tackled by law enforcement in Germany.
Pop emphasized that platforms that make money from advertising for dubious offers must fulfill their responsibility. She stated that consumers should be able to expect internet offers advertised on search engines to be serious.
The federal association is taking legal action against certain practices, and Pop urged consumers to verify the legitimacy of online service providers before making any payments. She also noted that in many cases, the services provided by these online providers are cheaper or free at official institutions.
Pop concluded by stating that online fraud can be costly and lead to uncertainty and loss of trust among people. She urged everyone to stay vigilant and exercise caution when dealing with online services.
Technology plays a significant role in these deceitful practices, as complaints about online services have skyrocketed. Pop stressed that consumers should be wary of technology-based services offering mail forwarding, criminal record certificates, or other official documents due to potential hidden fees or non-existent services.
