Consumer complaint received 2023-12-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: AMERICAN EXPRESS COMPANY
State: FL

Complaint narrative:
On XX/XX/, when I returned a call to XXXX ( XXXX XXXX ) he XXXX rep told me I just needed to get a new modem as mine was outdated. I could bring the old one to any store for an exchange. Then, an FTC officer got on the line and told me that my identity had been stolen and my SS # was used to open several XXXX XXXX XXXX accounts. I was currently under investigation and was told I needed to keep my phone on at all times with the speakerphone on. I asked why he was on the XXXX call, he said when XXXX sees any suspicious activity on an account, they flag the FTC. Because I have been a customer of XXXX XXXX  for decades, I believed this very convincing actor was a legitimate FTC officer. I was told not to tell anyone of this investigation as they did not know who had gotten my SS #, and I was not to go on the internet or open any apps on my phone, laptop or desktop because the hackers could get further into my personal information, I could be in danger, and I would compromise their investigation of the scammers who had stolen my identity and Social Security number. That day, I was told the FTC had to safeguard all my assets. Namely, house cash and savings. If I did not cooperate with them, they would seize all of my finances and freeze them for several months. I would have to appear in court, and because my SS # was used to open these illegal accounts, I could go to XXXX 

After all my assets were safeguarded, two agents from SS would come to my home, reestablish all my bank accounts, and I would be given a new SS #. Then they would be able to conduct their investigation further and close all accounts using my current SS #. I asked how could they reestablish my accounts with the banks- that did not seem likely to me. I was told they are the government and have the authority over the banks. 

Between XXXX, I closed my accounts at three banks, went through the process of cashing the checks, packing and sending packages via XXXX or handing the package over to a courier. Finally, on XXXX, I was told to cash out any credit on my cards and buy gift cards and send the pictures of the cards with pin showing to them to be safeguarded and attached to my new SS #. The fake SS Admin also sent instructions through my XXXX on how to send the pin numbers so the funds could be attached to my new SS number. That night, because of the gift cards, I finally realized that I was scammed, and now I had only a small social security check nothing to live on, and for any emergencies that might come up. I called the police, who came and took an in-depth report and took copies of all the evidence from the scam. A detective was immediately assigned to this case. XXXX credited the gift card charges back to my card. American Express would not consider disputing the gift card charges. 

I have been XXXX  of my entire life savings ( {$290.00} K+ ) and even put into credit card debt because I was tricked into believing I was being compliant with an officer of the law, who connected with me though a legitimate company that I trusted for decades. 

I have reported this scam to all the necessary agencies, stores ect. If you need more information please advise.

Company response to consumer: Closed with explanation