There are two victims. The illiterate who get taken advantage of by malicious actors gaming the results and your company whose tech support center has to deal with the victims shame and distress and the reputational impact that your company faces from scammers impersonating you.

There is actually a third victim and that’s the rest of your customers who have to pay higher rates for services to cover the losses due to fraud.

The bad guy in this scenario isn’t any of the victims but if the two victims don’t have empathy for each other, ultimately the bad guys are empowered to further steal.