The other day my wife got a call at home from American Express. They said there was a security issue with my Blue Cash® from American Express card and that I should call the number on the back of the card. She called me, and I called them.
Turns out someone had used my card to make several "suspicious" charges (to Napster, no less). I confirmed that they weren't from me, and Amex said they were canceling the card. They also told me to review my next statement to make sure all the charges were legitimately mine.
Then they transferred me to the "replacement card" division (not sure they called it that, but that's what it was.) The lady there told me they'd have a new Blue Cash® from American Express card to me in the next two weeks. Really? TWO WEEKS? Yikes!
I told her that my Blue Cash® from American Express card was my main card, that I charge $25,000 a year and that by taking two weeks to get me my new card, they were missing out on a ton of charges. She then said they could offer next-day, expedited shipping to me for no charge. Thanks, I'll take that. ;-)
I asked her if they had any idea how my number had been swiped and they didn't. She said it could have been a restaurant, online, or even someone randomly entering numbers into a website.
Anyway, my new card showed up the next day, and I was back in business.
BTW, I'm working on a comparison of the Blue Cash® from American Express card (review here) versus the Chase Freedom card versus the new Schwab card. So far, the results are very interesting...
I'm looking forward to those comparison results. I jumped into the Amex card on advice from a number of people, but I didn't realize the redemption rate was annually. I'm wondering if I shouldn't jump ship, since I like the idea of monthly affirmations from Schwab/Fidelity better...
Posted by: David Wynn | January 23, 2009 at 04:09 PM
Citi took care of me when a fraudulent charge was made on my card. They called me about an hour after it was made, and asked me about the charges for the day. Two were mine, one wasn't. I didn't owe a dime, and I wasn't paying for any stupid identity theft protection. I still can't figure out how it would've been different if I was paying $5 a month for that garbage "service."
Posted by: spivey | January 23, 2009 at 04:28 PM
Hey, I'm glad AMEX took care of you...and I'm glad you were able to use my tip you covered in this post: http://www.freemoneyfinance.com/2008/09/how-to-get-a-cr.html
Posted by: Trent D. | January 23, 2009 at 04:52 PM
You haven't heard about the largest security breach of card numbers in US history?
http://voices.washingtonpost.com/securityfix/2009/01/payment_processor_breach_may_b.html
Posted by: Kim | January 23, 2009 at 06:14 PM
FMF,
My experience with AMEX on card replacement, suspicious card use, and website access have always been excellent. AMEX has overnighted cards to me at no charge, eliminated suspicious charges and made website access very easy. Their customer service organization is also very good.
Posted by: Super Saver | January 23, 2009 at 09:09 PM
Glad to hear that CRU (Card Replacement Unit) took good care of you. As an employee of AmEx and cardmember myself, it's good to hear the praises.
There are many good reasons why AmEx has been rated #1 by J.D. Power the last two years:
http://www.jdpower.com/finance/ratings/credit-card-ratings
http://www.jdpower.com/finance/articles/2008-Credit-Card-Satisfaction-Study
Posted by: JeffrO | January 23, 2009 at 09:31 PM
I have a cool bank doing there job story. I actually don't know how they knew, so if anyone knows let me. The Mrs. & I belong to a Californian Credit Union. I was at store and tried to use this particular card and it was denied or something or another. Anyway, I called the Credit Union the next morning, after 11:00am Texas time, and asked if there was a problem, I knew I had money. They told me that there was some sort of an attempt on a ATM I had used. I was stunned, I didn't know they cared so much, and thanked them. They sent me a new card right a way. Just thought I share that.
Posted by: Bobby | January 23, 2009 at 10:57 PM
Good news. I read that at least 45.7 million credit and debit card numbers were stolen by hackers.
Posted by: forex trading | January 24, 2009 at 02:49 AM
David Wynn, how much time passed since you jumped into the Amex card? Will you change your decision?
Posted by: Hotel in Lugansk | January 24, 2009 at 03:06 AM
Glad to hear that everything seems to have worked out with the stolen card. It's nice to hear about a company that actually does what they should.
Also, thanks for adding my site to your blogroll. I really appreciate it.
Posted by: David | January 24, 2009 at 08:56 AM
Isn't that their job to take care of their customers? The interest rates are high for a reason not to mention they get a percentage of every transaction. I would expect no less or I'd move to one of the billion other credit cards that would do that. Miss a few payments and see how nice they are. I've read a ton of stories where AMEX is one of the most aggressive companies in that area.
Posted by: Paul | January 24, 2009 at 11:15 AM
FYI... Fidelity is offering a card very similar to the Schwab one (2% cashback on everything). Unlike, the Schwab card, the Fidelity one is from American Express
Posted by: buddy68 | January 24, 2009 at 02:53 PM
I had a pretty good experience with AmEx. I also had good experience with my State Farm visa. I didn't have any unauthorized transactions, but in one case I needed a 3-year old receipt for my watch: it broke and it had 10 year warranty, but I couldn't find the original receipt. I called them and they found a receipt for me. They had to treat it as a questionable transaction and contact the merchant who sent them the copy of the receipt which they sent me. Another time they weren't sure I made the purchase made abroad. They called me and asked if I actually made the purchase.
" Miss a few payments and see how nice they are."
Would you be nice if someone you borrowed money to missed a few payments?
Posted by: kitty | January 24, 2009 at 07:05 PM
A typo. I meant "if someone you lent money to"
Posted by: kitty | January 24, 2009 at 07:05 PM
Kim --
I think that was on Visa and MC cards, not Amex.
Posted by: FMF | January 26, 2009 at 07:33 AM
I totally agree that AmEx is by far the best card in terms of "terms" (duh) and customer service. We have AmEx Blue Cash that we use for all our purchases and bills. Plus they are very good at resolving any questionable charges that you don't recognize. And it's FREE! No annual fees.
Posted by: Lara | January 26, 2009 at 10:17 AM
FMF - the security breach absolutely includes both AMEX and Discovery cards.
http://cbs3.com/business/Heartland.Payment.Systems.2.914583.html
Posted by: Kim | January 26, 2009 at 06:25 PM
Kim --
Ok -- the first article you linked to only mentioned Visa and MC...
Posted by: FMF | January 27, 2009 at 07:36 AM