Consumer complaint received 2022-05-17
Company: AMERICAN EXPRESS COMPANY
State: MO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I disagree with your recent received letters in which American Express ( AMEX ) states AMEX has fully investigated my claims. I was never given the ability to explain what occurred after repeatedly attempting to communicate with you via telephone. Each time I called AMEX turned a deaf ear to me. 

This is what occurred from XX/XX/XXXX to XX/XX/XXXX. 

XX/XX/XXXX - I received a call from XXXX to my cell phone, this phone number is the main XXXX number to XXXX XXXX XXXX XXXX ( XXXX ), my bank. The individual identified themself as XXXX XXXX from the fraud department at XXXX. I later came to the realization on XX/XX/XXXX, that XXXX XXXX was a fictitious name, XXXX 's number was spoofed, and the individuals ' intentions were to commit fraud. 

XXXX XXXX informed me my bank account at XXXX was under attack by XXXX  and XXXX hackers and that I needed to take immediate action to protect my money. He informed me that another individual from XXXX inscription ( fake term ) was going to call me to walk me through the process. 

I then received another call from XXXX XXXX who instructed me to secure my money by purchasing XXXX and XXXX XXXX gift cards. Throughout the next 5 days, ending on XX/XX/XXXX, I was kept occupied by XXXX XXXX XXXX hours each day driving to various locations around XXXX XXXX purchasing {$500.00} gift cards. The following transactions occurred : XX/XX/XXXX - {$7000.00} in total gift cards purchased- {$1000.00} - AMEX green card- {$4500.00} - XXXX  Visa debit card - {$1500.00} - Another credit card which classified this as fraud and has since removed it. 

XX/XX/XXXX - {$20000.00} in total gift cards purchased - {$5000.00} - AMEX XXXX card - {$5500.00} - AMEX XXXX card - {$1000.00} - XXXX  Visa debit card - {$9000.00} - XXXX XXXX AMEX XX/XX/XXXX - {$23000.00} in total gift cards purchased - {$16000.00} - AMEX XXXX card - {$6500.00} - AMEX XXXX XXXX XX/XX/XXXX - {$10000.00} in total gift cards purchased. 
- {$10000.00} - AMEX green card XX/XX/XXXX - {$10000.00} in total gift cards purchased. 
- {$10000.00} - AMEX green card During this entire time XXXX XXXX utilized high pressure tactics to ensure I stayed on the phone and under duress. He would ask me to leave the phone call up, during the transactions while I went into stores to actively purchase the cards. XXXX XXXX monitored and controlled me throughout the entire day. When the banks and credit cards texted me, he told me that to state these were authorized transactions and that he was working with all parties. As soon as the cards were purchased, he insisted I give him the cards in that very instance, then directed me to another store. He told me to never discuss any of this with my family or friends. I was called first thing in the morning and would not get home until late in the evening, forgetting to take medication, eat lunch or even use the rest room. 

My AMEX green card ending in XXXX had a {$23.00} balance on it prior to XX/XX/XXXX, by XX/XX/XXXX, its balance was {$33000.00}. My AMEX XXXX card ending in XXXX had approximately {$650.00} balance, before the incident and now has a balance over {$22000.00}. My AMEX XXXX had a credit limit which was exceeded by {$1800.00}. My card activity over the last 30 years has never included charging thousands of dollars in a matter of days. 

AMEX during this incident only reached out to me via a text message only on XX/XX/XXXX, asking if the these were legitimate charges. While under direct supervision of the fraudulent individuals I was told to indicate they were not as they were working with AMEX directly. 

There are multiple documents which all discuss elderly financial abuse in which banks and credit cards are supposed to follow : XXXX XXXX XXXX  XXXX XXXX CFPB Recommendations and Report for Fianacial Institutions on Preventing and Responding to XXXX XXXX XXXX. Which states the following : - ( Recommendations ) .2 The Bureau noted that banks and credit unions are uniquely positioned to detect that an older account holder has been targeted or victimized, and to take action '' and item three - Detecting elderly financial exploitation by harnessing technology - Protecting older account holders by complying with the Electronic Fund Transfer Act ( EFTA ) and Regulation E and by offering age-friendly services that can enhance protections against financial exploitation ; XXXX Memorandum on Financial Institution and Law Enforcement Efforts to Combat Elder Financial Exploitation. Which states the following : Role of XXXX XXXX XXXX institutions can play a key role in detecting, responding to, and preventing XXXX.1 XXXX institutions are often well-positioned to detect when older account holders have been targeted or victimized. In recognition of this, in XXXX, the XXXX XXXX XXXX XXXX ( XXXX  ) issued an Advisory to Financial Institutions on Filing Suspicious Activity Reports Regarding Elder Financial Exploitation ( Advisory ) .2 The Advisory provided potential red flag indicators and instructions on how to report XXXX  activity through Suspicious Activity Reports ( SARs ).

Once such threats have been detected, financial institutions should report to law enforcement and the state or local XXXX XXXX XXXX agency ( APS ) .3 Timely reporting of suspicious XXXX  activity, regardless of whether reporting is mandatory or voluntary under state or federal law, is critical in engaging entities that may have complementary information on the victim or the perpetrator from other sources and may be well positioned to collaborate on investigations. 

XXXX  XX/XX/XXXX - XXXX  XXXX XXXX Why it is a concern, what regulators are doing about it, and looking ahead. Which states the following : Once such threats have been detected, financial institutions should report to law enforcement and the state or local XXXX XXXX XXXX agency ( XXXX  ) .3 Timely reporting of suspicious EFE activity, regardless of whether reporting is mandatory or voluntary under state or federal law, is critical in engaging entities that may have complementary information on the victim or the perpetrator from other sources and may be well positioned to collaborate on investigations. 


Why would AMEX, knowing that elderly are targeted for gift cards, allow {$23000.00} worth of gift cards be purchased in a single day and {$54000.00} worth of gift cards be purchased over five days.

Where is AMEX fiduciary responsibility to me and all senior citizens?

Company response to consumer: Closed with explanation