Susan's Fraud Story: A Call to Caution

In early May, Susan noticed some unusual small charges from “Apple” on her Capital One credit card. Concerned, she called the number on the back of her card to dispute these charges, confident this was the best and safest step to protect her account. However, this call led her directly into the hands of scammers, who were somehow able to intercept what she believed was a trusted customer service line.

At first, the scammers posed as Capital One representatives, warning Susan that her identity had been compromised. Under the guise of protecting her, they encouraged and convinced her to follow a series of instructions, including transferring funds from her checking accounts and even her 401(k) into “safe” accounts.

To “secure” her identity, they also directed her to purchase Apple gift cards and send them the numbers from the back of the cards. What was intended as a quick dispute call became an ordeal that spanned several months, resulting in the loss of $250,000.

“I thought I was doing the right thing by calling Capital One, but somehow the number I called on the back of the card was hijacked,” Susan shared, still in disbelief. “It felt so real, that’s what scared me.”

Susan immediately reported the fraud to the FTC, FBI, and Capital One, where a legitimate company representative confirmed that this problem was, unfortunately, a known risk. Law enforcement officials verified her call log, showing that she had, indeed, dialed the correct number listed on her card. To this day, it remains unclear exactly how scammers intercepted her call, but the emotional and financial toll has left Susan shaken.

Since the incident, Susan’s trust in phone and online interactions has plummeted. She also blamed herself, something most people who are victims of criminal scammers do. In reality, the victim is never at fault. As with many victims, the entire ordeal has impacted Susan’s trust in others.

“Absolutely. I don’t trust anything or anybody,” she admitted. Though her Social Security and pension will help her get by, the financial strain is real and life going forward will be much more difficult.

Now, she urges others to stay vigilant: “You can trust, but always verify. Go directly to the source,” she advises. “If you get an email or call asking you to click a link or follow instructions, always confirm it’s legitimate.”

Her story serves as a stark reminder that even familiar steps, such as calling a customer service line, can become avenues for fraud in today’s world.

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For more information about how to spot and stop scams, visit AARP's Fraud Watch Network at www.aarp.org/fraudwatchnetwork.