| Amex CS: Situation normal: all f****ed up. [message #386963] |
Mo, 15 Mai 2006 11:31 |
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So I notice a spate of ongoing fraudulent activity (over =A3150s worth)
in recent transactions and call up the Lost and Stolen number out of
hours to report it. Put through to India.
If you're a customer, you're familiar with this. Indian hold music
and a generic "our company is experiencing" hold message that
suggests they handle Argos orders as well.
Anyway, we go through each fraudulent transaction on the account, item
by item, and the CS tubby says he will forward the information to the
fraud department for investigation, and that I should hear back in a
week or two. I have the bright idea of suggesting putting a stop on the
card immediately (makes sense, right?), he says he will do so and
confirms the address for the replacement card to be sent to and asks
that I destroy the original.
I ring around the various retailers for the high value purchases
informing them the card was used fraudulently (all offer to credit back
the charges and do so quickly - although I lose a few pence on Amex's
Forex commission, remains to be seen if Amex will refund this back as a
matter of course).
Three days later I get a call from Amex account security - pretty
quick, eh? - asking me about some suspicious activity they have flagged
and letting me know there is a temporary block on my card.
W-T-F?
There is no record of my report to the Lost and Stolen number. What's
more, there have been several fraudulent transactions after the card
*should* have been stopped!
I think one of the merchants I notified passed on the message...
I should add that actual Amex employees in customer service/accounts in
UK are always extremely knowledgeable and helpful, it's not their
fault calls are farmed out to India.
If anyone loses a card I suggest you either call account security
directly or demand to be transferred to the UK!!!
Apparently, only the Centurion, BA and corporate cards are serviced
from Brighton now. The person in Account Security was very apologetic,
I guess I should have asked for a Centurion as compensation!
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| Re: Amex CS: Situation normal: all f****ed up. [message #386977 ] |
Mo, 15 Mai 2006 14:16 |
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originals [at] gmail.com wrote:
> I ring around the various retailers for the high value purchases
> informing them the card was used fraudulently (all offer to credit back
> the charges and do so quickly - although I lose a few pence on Amex's
> Forex commission, remains to be seen if Amex will refund this back as a
> matter of course).
This is good but I am surprised at that action by retailers.
> Three days later I get a call from Amex account security - pretty
> quick, eh? - asking me about some suspicious activity they have flagged
> and letting me know there is a temporary block on my card.
>
> W-T-F?
>
> There is no record of my report to the Lost and Stolen number. What's
> more, there have been several fraudulent transactions after the card
> *should* have been stopped!
I had the same with a Citibank card a few years ago - they failed to
stop it for days after the call to them reporting its theft.
> Apparently, only the Centurion, BA and corporate cards are serviced
> from Brighton now. The person in Account Security was very apologetic,
> I guess I should have asked for a Centurion as compensation!
My Centurion account is still serviced by staff in Brighton - but for
how long? Statements have been coming from Florida now for a few years
- and that takes an extra few days for them to arrive.
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| Re: Amex CS: Situation normal: all f****ed up. [message #386980 ] |
Mo, 15 Mai 2006 15:03 |
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Colin Forrester wrote:
> originals [at] gmail.com wrote:
>
> > I ring around the various retailers for the high value purchases
> > informing them the card was used fraudulently (all offer to credit back
> > the charges and do so quickly - although I lose a few pence on Amex's
> > Forex commission, remains to be seen if Amex will refund this back as a
> > matter of course).
>
> This is good but I am surprised at that action by retailers.
They where all in the US, maybe that has something to do with it (it's
a UK Green charge card but I have a US billing address for American
purchases). One of the retailers had already refunded me ( =A317 for a
download), so I called to check what had aroused their suspicion and
they said the number provided at the time of the order was disconnected
- and since that's indicative of fraud they usually credit those
charges back automatically. If only all merchants were to proactive!
I am pretty sure the billing details were compromised during an online
checkout as whoever used the card had everything, including billing
address (and I've never received paper statements at the current
billing address). The noob actually shipped some goods to my billing
address - that's when I noticed something was up.
(I think I just emailed you this by mistake, my apologies... google
groups is pain, but PlusNet's usenet service isn't working so I can't
use Xnews.)
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| Re: Amex CS: Situation normal: all f****ed up. [message #387268 ] |
Di, 16 Mai 2006 16:56 |
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>So I notice a spate of ongoing fraudulent activity (over £150s worth)
>in recent transactions and call up the Lost and Stolen number out of
>hours to report it. Put through to India.
>
>If you're a customer, you're familiar with this. Indian hold music
>and a generic "our company is experiencing" hold message that
>suggests they handle Argos orders as well.
>
>Anyway, we go through each fraudulent transaction on the account, item
>by item, and the CS tubby says he will forward the information to the
>fraud department for investigation, and that I should hear back in a
>week or two. I have the bright idea of suggesting putting a stop on the
>card immediately (makes sense, right?), he says he will do so and
>confirms the address for the replacement card to be sent to and asks
>that I destroy the original.
>
>I ring around the various retailers for the high value purchases
>informing them the card was used fraudulently (all offer to credit back
>the charges and do so quickly - although I lose a few pence on Amex's
>Forex commission, remains to be seen if Amex will refund this back as a
>matter of course).
>
>Three days later I get a call from Amex account security - pretty
>quick, eh? - asking me about some suspicious activity they have flagged
>and letting me know there is a temporary block on my card.
>
>W-T-F?
>
>There is no record of my report to the Lost and Stolen number. What's
>more, there have been several fraudulent transactions after the card
>*should* have been stopped!
>
>I think one of the merchants I notified passed on the message...
>
>I should add that actual Amex employees in customer service/accounts in
>UK are always extremely knowledgeable and helpful, it's not their
>fault calls are farmed out to India.
>
>If anyone loses a card I suggest you either call account security
>directly or demand to be transferred to the UK!!!
>
>Apparently, only the Centurion, BA and corporate cards are serviced
>from Brighton now. The person in Account Security was very apologetic,
>I guess I should have asked for a Centurion as compensation!
I have totally lost faith in their Indian call centre. I have been given
wrong information by them several times. There is a problem at the moment
around a balance transfer that was not keyed-in at the promotional rate and
every time I call they have no record whatsoever of my previous calls and
quote to me parrot fashion the currently available balance transfer rate
which is neither the one I applied for or the one I am being billed for.
They even had the cheek to ask me how I could work out I was being charged
interest incorrectly. Mental arithmetic is clearly a skill unbeknownst to
them! I will only deal with them in writing now as this seems to get dealt
with in the UK albeit very slowly.
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