Hi, my account is being hit with IRSF fraud. Workspace ID: org_uoGeval4KK7ziEnq
My “Lealdo webpage sales” agent is being triggered to place repeated outbound calls to a few Philippine numbers on the +63 813 004 xxx range (…4746, …4649, …4939). Same numbers over and over, seconds apart.
It’s blown up my last three invoices. Telephony is ~80% of each one while my LLM/TTS/Infra costs stayed normal for the minute count.
Two asks:
Refund those charges.
Hard-block international outbound at the account level — I only need +1 US/Canada
I’ve disabled the agent and deleted the number already. Below is a screenshot of the call history, and happy to provide other details but please let me know where because posting rules do not allow me to attach multiple screenshots or files:
Gate your public /v2/create-phone-call caller so a rotating destination can’t reach us:
Only accept +1 destinations server-side before dispatch.
Per-IP + per-destination rate limit; require a signed session token / captcha.
If any of the traffic originates from a browser widget, also enable Fraud Protection on the Public Key (Dashboard → Public Keys → toggle it on) and pair with reCAPTCHA v3 that rate-limits by IP + destination-number automatically.
Lower the Lealdo agent’s max call duration while you remediate 197 of the 425 calls maxed out, so this is the single biggest immediate cost cut.
On Refund - Can you please share the dispute amount. So we can handover the ticket to the billing team with appropriate details.
Hello @pandianpuneet The billing team has reviewed your request and can offer a 20% discount as a courtesy. Otherwise, these charges are non-refundable, as we are charged by our underlying service providers for these costs.
Please let us know if you would like to proceed with the discount option.
Thanks for following up. I’ve considered the 20% offer and I can’t accept it. Let me explain and propose a resolution.
This was IRSF fraud: 425 calls to three Philippine numbers, seconds apart, 197 running to max duration, on an account that has only ever called the US. A courtesy discount is for normal charges a customer regrets. This isn’t that.
Retell’s own fraud protection docs identify IRSF as a known attack on this platform, but all of it ships disabled by default, every number can dial any country out of the box, and nothing monitors traffic when those settings aren’t configured, which is why this ran three billing cycles without a single flag. Protection against an attack Retell knows about shouldn’t depend on each customer finding a docs page before a fraudster finds their number. Safe defaults, or at minimum an alert when a US/CA-only account suddenly dials international premium numbers hundreds of times, is what doing right by customers looks like here.
And since telephony is priced with margin, 20% off most likely still leaves Retell earning on these calls. I imagine that’s not an outcome anyone at Retell actually wants: making money on fraud that hit one of its own customers.
What I propose:
Full credit of the +63 destination minutes as account credit, which I’ll use as I keep building on Retell.
Or, discount 75% of the +63 destination minutes and we call it settled.
I will gladly pay my legitimate US usage on those invoices in full.
I’m sending the written claim under Section 16.1 of the ToS to your registered agent this week to keep the formal process on track, but I’d much rather close this here. Could you route it to whoever has final authority on billing?
