I received a call on June 5th that they had identified some fraudulent activity on my Preferred Gold Card and wanted to verify whether I had used the card at Walgreens that day (I had not). The rep said she was cancelling the card immediately and would overnight a new one. She gave me the store number for the Walgreens which turned out to be in Brentwood Ca (I live in WA State). I was pleased that AMEX really seemed to be on the ball and the person I talk to sounded like they were in the states which made things easier.
Fast forward to today (the 14th), I still hadn't received the new card so I logged into my account and I see that on the same day as the fraudulent charge in Brentwood, there was a second charge at a gas station, also in Brentwood. Really? Their fraud system was smart enough to guess this was fraud but not smart enough to think both Brentwood charges would be fraud when I live in Wa?
I called the 800 number for the fraud dept and could instantly tell I was speaking to someone in India. She was nice enough and wanted to help but the lousy connection we had didn't make things any easier. She also said that she would overnight a new card and cancelled the 2nd fraudulent charge so we'll see what happens but I think they kind of dropped the ball on this one.
I once had a transaction declined at a gas station since Amex assumed it was fraudulent. By the time I picked up my Blackberry to call I already had an automated email from Amex regarding the charge and that it was declined due to fraud.
I called to indicate that it was not a fraudulent charge since I was indeed trying to pump gas. Their automated system recognized my number and I was immediately transferred to their fraud team. Everything was sorted out within 2 minutes.
Please note that just because a CSR has an accent it doesn't mean you are calling a different country. The delayed in receiving your card may be that your account was still under review since there was a secondary charge in Brentwood and you didn't bring it up in your initial conversation.
As a reference Amex's fraud department's number is 888-800-5234
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