Consumer complaint received 2021-10-21
Company: AMERICAN EXPRESS COMPANY
State: FL
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 was online this afternoon about XXXX XXXX eastern time, and my computer locked up. I couldn't do anything and there was a message which appeared. This is paraphrasing the message, but it said " a spyware program has been detected on my computer and the problem must be handled immediately '' and it provided a phone number that was said to be a XXXX contact. I was hesitant, but the computer was totally locked up. So, after some deliberation, I called. The woman that I contacted seemed savvy, told me she was " XXXX support '' and that I my security was deficient and she would try to resolve the problem. As she proceeded, the computer did unlock, she added some software, and told me my computer had been hacked into and probably my various accounts had also been compromised. She suggested I check my online banking and credit cards to be sure nothing was hacked into. My banking accounts seemed normal. But, she said to check my American Express. She had detected activity and I had not been on that account for a few days, maybe longer. She brought up a statement from American Express ( it looked like a statement from them ) and it showed a {$15000.00} charge to my card made at XXXX XXXX  this morning, the charge to 'XXXX '. It was not something I had done and I told her so. She sympathized and told me that account was hacked and I needed to do something immediately or it would validate after 12 hours and by this time it was XXXX timeframe. I told her I would contact them immediately. She said that she would get them on the phone with her immediately which she apparently did, and in short order I was talking to an American Express agent, a man named XXXX, that I now know was actually an imposter. He went through a process to see if the charge could be dropped because he believed me that it was fraudulent but then came back and said it was too late, that I would have to pay the charge. He said my phone and email had also been hacked and they had verification that I was contacted by one or both of those means and I had approved the charge. This was not correct. I had approved nothing and I never have heard of XXXX. 
Anyway, he said the only way to combat and get some of my money back was to get gift cards, something not linked to my SS number like a typical credit card, and run up as much money as I could up to {$15000.00} if possible, and American Express could then not make payment to XXXX, and I could cash the cards back in. Like a fool, next thing I was following his advice and went to XXXX and got as many two gift cards for $ XXXX/each, {$500.00} total. I was trying to get more, but XXXX ( to there credit ) would not do more than {$500.00}. Thank god. The gift cards were for XXXX. Not there fault, either. I was getting a bad vibe by now, it didn't make total sense to me how this was going to help me. And, before I went into XXXX, XXXX said 'do n't get into the computer hacking your account, they will call the police and you'll be held up for too much time to do you any good '. That was suspicious for sure, but I was very stressed and followed along. When I gave XXXX the results, he wasn't to flustered. I gave him the numbers of the cards and he said they were good. I just needed to get to another store and buy some more. Next thing you know I was driving a few miles to XXXX XXXX. This is now about XXXX, maybe XXXX XXXX. But, this was making less sense and I was having serious doubts by now if this was legitimate. Still, stupidly, I went into XXXX XXXX and bought {$2000.00} worth of XXXX gift cards ( 4 cards, each {$500.00} ). Tried to do another {$2000.00}, but the transaction didn't go through. So, when I told XXXX what I had accomplished, he said no worries, we just have to go to more stores. I started to object, this just wasn't making sense. He got more pushy which made me even more unsure. At this point, I decided i was not going to give him the card numbers and I didn't. I told him my nerves were on end and I needed to go home and rest before I had a serious health issue such as XXXX XXXX. I am XXXX. He was very unhappy with that but it only made me more unsure of the whole setup and about XXXX I disconnected from him at the advice of my son. He kept trying to call for the next 15-30 minutes which further made me suspect a scam. I didn't answer his calls and I called the police and was also told to contact FTC.gov. I will file a police report in the morning. I have been double checking the rest of my computer accounts this evening and I don't find anything wrong. Also, I called American Express and there was NO {$15000.00} charge this morning. The statement I was shown was bogus. I'm probably out {$500.00}. I called XXXX and they said not much they could do. The two cards were cashed out five minutes after XXXX had the numbers. Again, fortunately, XXXX never got the numbers of the XXXX cards, {$2000.00} total. I have that much credit now with XXXX which I will find a way to use over a period of time. But still, this whole thing ruined the late afternoon and evening. Very frustrating, and of course I feel like a fool. 
But, I will help you or the police any way I can. The woman and man were pretty clever and a locked up computer is obviously a big concern and I was desperate to get that problem resolved. Please contact me though, if I can be of help. 
XXXX XXXX XXXX

Company response to consumer: Closed with explanation