How Offshore Customer Service Puts Your Security at Risk

An American Express Case Study

The Smoking Gun: False Claims About SMS Verification

When an American Express customer recently reported not receiving SMS login codes, they received a shocking response from support:

"SMS verification was discontinued in 2023."

The problem? This claim was demonstrably false. The customer had:

• Successfully used SMS authentication throughout 2024 and 2025

• Received verification codes as recently as last week

• Confirmed SMS still works perfectly for desktop logins

Documented Deception and Cover-Ups

When challenged about this discrepancy, Amex engaged in disturbing behavior:

1. Deleted Evidence

   • Desktop chat histories mysteriously disappeared

   • Mobile records remained intact (proving intentional deletion)

2. Avoided Accountability

   • Agents ended chats with "technical difficulties" when pressed

   • Refused supervisor transfers despite repeated requests

3. Repeated False Claims

   • Multiple agents insisted SMS was discontinued

   • All while customers continued receiving verification texts

Systemic Failures in Amex's Support System

This incident reveals three critical failures:

1. Dangerous Misinformation

• Agents can't distinguish between:
  🔐 Security-critical login codes
  ✉️ Routine account alerts

• Provide consistently wrong security guidance

2. Deliberate Obfuscation

• Delete incriminating chat records

• Use fake "tech issues" to avoid tough questions

3. Questionable Hiring Practices

While qualified Americans (3.2% unemployment in finance) get rejected for "lack of qualifications," Amex hires offshore agents who:

• Fail basic English comprehension tests

• Need scripts for simple questions

• Routinely give false security information

Example:
🇺🇸 Rejected American Candidate:
✓ 5 years banking experience
✓ Security certifications
✓ Fluent English

🌍 Hired Offshore Agent:
✗ Can't identify login codes
✗ Gives dangerous security advice
✗ Requires constant retraining

The Consequences

✔ Security risks from incompetent support
✔ Lost American jobs to unqualified offshore workers
✔ Eroded trust in critical financial services

The Solution

1. Terminate all offshore contracts immediately

2. Implement 100% U.S.-based hiring for financial support roles, prioritizing:

   • Experienced banking professionals

   • Military veterans with security clearances

   • Certified fintech graduates

Immediate Actions You Can Take Today

1. Amplify Awareness

• Follow and support consumer advocacy accounts focused on financial accountability like: NeonWhiteRabbit «

• Share verified documentation of these issues on social media (redacting personal info)

• Use hashtags: #SecureBanking #ConsumerProtection

2. Official Complaints

File with:

• CFPB: ConsumerFinance.gov/complaint

• FTC: ReportFraud.ftc.gov

• State Attorney General: NAAG.org/find-my-ag

3. Economic Participation

• Support businesses that use 100% U.S.-based support

• If you're a business owner:

  • Implement ethical hiring practices

  • Join the U.S. Financial Professionals Network

4. Political Engagement

Contact your representatives:

• Sample Script:

"I'm concerned about financial institutions using offshore support for sensitive security matters. The [Amex case] demonstrates real risks. Please support legislation requiring: 1) U.S.-based financial support staff, 2) Chat log preservation laws, and 3) Mandatory security training audits."

5. Network Effect

• Share this information with 5 friends/family who use major financial services

• Join local consumer protection groups

• Attend town halls about financial regulation

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https://x.com/NeonWhiteRabbit/status/1950287489370878384

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