Best and worst

Get credit card fraud help: For victims of credit card fraud and identity theft, and those that can help.
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attrapereves
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Best and worst

Postby attrapereves » Fri Jul 31, 2015 9:44 am

What are the best and worst credit card companies you've dealt with in terms of fraud departments?

For me, it's from best to worst (although none are really bad):

AMEX: They removed the charge immediately and I never heard anything else about it. Can't be more simple than that.

Discover: They also reversed the charges immediately, but I remember them coming back a few days later. I finally received a credit.

Capital One: They reversed the charges, but I did receive a call saying that the investigation was complete and that someone had used a cloned card to pay for gift cards at Walmart.

Citi: Just dealt with them a few minutes ago. They said it will take 5-7 days for the charges to disappear. Understandable, but not ideal. Also, I was disappointed that I could not submit the claim online. I started the process, but was instructed to call.


whit
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Re: Best and worst

Postby whit » Fri Jul 31, 2015 10:08 am

Weird, with citi they were pretty fast--in terms of putting a credit and than investigating the situation (of which I had no problem with because they're actually the ones that alerted me to the fraud and tbh I wanted the folks found and persecuted but we all know the chances of that manpower used is zilch to slim).

They overnighted a card to me.

Discover also alerted me to the fraud (first time in my life and pretty sure it was a skimmer moblie nearby)

They were quick to get the situation solved; didn't announce the investigation as clear as citi had but probably did their own investigation as well.

They only offered regular mail ironically enough even though I use them more than citi; I asked them to expedite it and they honored the request.

They're the only two I've had experience with since the amex is on ice with only a reoccurring bill on it--and even then, I've never had fraud since opening those cards, I think once with citi there was a small charge I didn't recognize, only for like 1-2$ but I disputed it online and never heard from them again (but was credited the amount)

attrapereves
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Re: Best and worst

Postby attrapereves » Fri Jul 31, 2015 10:20 am

Citi did say they were going to FedEx me new cards. I'm assuming they will be here really soon.

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CarefulBuilder14
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Re: Best and worst

Postby CarefulBuilder14 » Fri Jul 31, 2015 10:34 am

My Freedom info was stolen and my card was charged by a fraudulent website as some sort of organized crime operation. It wasn't some solo crook going shopping. Since literally every transaction that merchant submitted was fraudulent, and it had been going on for a few days with many people complaining, Chase should have caught it first.

Chase transferred me through several normal CSRs before I could speak to a fraud specialist. The specialist was good, though, and reversed the charge immediately. I had to mail in some paperwork.

So Chase was good, but not great.

ETA: The replacement card came by snail mail. The investigation officially closed several months later. Search "ieptcs" on here for the full story.
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attrapereves
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Re: Best and worst

Postby attrapereves » Fri Jul 31, 2015 10:45 am

CarefulBuilder14 wrote:My Freedom info was stolen and my card was charged by a fraudulent website as some sort of organized crime operation. It wasn't some solo crook going shopping. Since literally every transaction that merchant submitted was fraudulent, and it had been going on for a few days with many people complaining, Chase should have caught it first.

Chase transferred me through several normal CSRs before I could speak to a fraud specialist. The specialist was good, though, and reversed the charge immediately. I had to mail in some paperwork.

So Chase was good, but not great.

ETA: The replacement card came by snail mail. The investigation officially closed several months later. Search "ieptcs" on here for the full story.


What kind of paperwork did you have to snailmail to them?

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CarefulBuilder14
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Re: Best and worst

Postby CarefulBuilder14 » Fri Jul 31, 2015 11:04 am

I got a form that had the one disputed charge and a lot of unused lines (for other charges that would exist if the card was repeatedly used fraudulently). I had to confirm that I was disputing "all" the transactions listed, or state that "some" were genuine. It seemed totally unnecessary for a list with only one thing on it.
Wallet: Prestige CSP SchwabPlat Freedom It Hyatt SallieMae AAPlat
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Letting new accounts cool off since May
Really not sure what I'll add next or when

Vermonster
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Re: Best and worst

Postby Vermonster » Fri Jul 31, 2015 1:49 pm

Chase has been amazing. Got a text message asking if I had just placed 3 orders for $50 iTunes gift cards. I responded with no, and someone from the fraud department called me within 30 seconds. Turns out someone got our card number and made one purchase of $50, after it was approved, they started purchasing $50 every second. Chase denied the 4th transaction and reverted the charges while I was on the phone. We were leaving on a short vacation in 3 days so he overnighted the cards to us. Chase then sent us a letter with a list of all the merchants that I have auto payments through so that I can easily switch it all over to the new card.

As frustrating as fraud can be, I can't say enough about how amazing Chase was in dealing with it. But I can see how it might be more difficult if you catch the charge not them.
Chase Freedom $9k~~Chase Sapphire Preferred $6.5k~~Amex Blue Cash Preferred $12.4k~~Citi Double Cash $4.7k

Kevin86475391
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Re: Best and worst

Postby Kevin86475391 » Sun Aug 02, 2015 12:07 am

Frankly, I've had far more contact with credit card fraud departments than I think is reasonable. No reflection on them, but it's gotten to the point that I'm wondering what the hell I'm doing that's getting me targeted so much. I've had fraud on the following cards:

Chase
Discover
Bank of America
US Bank
Citi
Capital One

6 different banks at completely different times, but all within about the last 2 years. I guess perhaps it's because I live in a major city and also do a lot of online shopping? I feel like I'm careful, but fraud is becoming almost 'routine' to the point that I'm not especially surprised when it happens anymore.

Anyway, honestly I thought they were all great about it. None of them made me fill out any physical paperwork - which would have been a MAJOR inconvenience; nor did they even make me fill out any online forms - which wouldn't have been a big deal at all. Everything was handled 100% with me just calling and asking to speak to someone in the fraud department, and I've always been 100% reimbursed. Although, I don't really recall how long it took for credits to go through or for the new cards to arrive. As you can tell from the list above, I have several credit cards - and I also don't carry a balance on any of them and have ample lines of credit - so I wasn't really too concerned with how long it took to get replacement cards or charges reversed; as long as it happened eventually I was satisfied since I had lots of other options and it wasn't costing me anything (except a few rewards points by not using the optimal card for particular purchases).

I guess if I have to pick a "worst" though I'd go with Bank of America, specifically because they flagged all the wrong charges, declined some of my valid charges, but still let through a bunch of fraudulent ones. So basically their fraud detection system was a complete failure, lol. I tried to make a charge, it got declined, then a little while later I got an automated call from them asking me to confirm that a completely different charge was valid, which it was. It was weird because both the charge that was declined and the one they wanted me to validate were both COMPLETELY routine for me and had appeared on the account before. Worse still, this led me to believe, "Okay, I guess for some reason they flagged that one valid charge and that's why this other one got declined, but since it was valid and I've approved it, now I don't have to worry about any actual fraud." But nope, next time I logged in I found like 5 random, completely-non-routine-activity-for-me, fraudulent charges. They somehow managed to give me grief about the only two actually valid charges during that time period, and missed every one of the rando fakes.

whit
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Re: Best and worst

Postby whit » Sun Aug 02, 2015 12:33 am

^probably not; all of my shopping is done online and the only time it gets swiped in person is for cafes/restaurants--which I do without fail at least once a day, minimum.

And I'm in a big city; *knockonwood*, I don't live in south San francisco and claim to live in SF, like Brooklyn would say they're nyc.

Almost a decade of no fraud, but the one time I come back from Chicago, looks like someone was able to scan my cards and steal data from there as one got hit the next day and the other one within the same week.

If it happens it happens, as long as you keep checking your account and catch it early, you shouldn't be liable.

I also shouldn't have my cc numbers memorized anyways but I do ;p

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CarefulBuilder14
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Re: Best and worst

Postby CarefulBuilder14 » Sun Aug 02, 2015 12:48 am

whit wrote:And I'm in a big city; *knockonwood*, I don't live in south San francisco and claim to live in SF, like Brooklyn would say they're nyc.

I don't know the SF/SSF situation, but Brooklyn is definitely legally and culturally part of NYC. Brooklyn and Manhattan are different counties (Kings and New York, respectively), but both are part of New York City. NYC consists of five boroughs, and each borough is basically its own county. So whereas most of the US has several cities within a county, NYC has several counties within a city.

But it's true that it's not very touristy, or what many visitors think of as NYC. It's less fashionable than many parts of Manhattan or the Bronx. People who are from a nice part of Manhattan often won't hesitate to name their neighborhoods/streets - to let you know they are not just from NYC in general.

I moved around the NYC area a bit growing up, but I've never lived in Brooklyn, so I should be pretty unbiased about this.

*I looked it up, and the county governments were dissolved in 1898, and replaced with local administrative units. So a borough/county is best described as a local administrative unit within one massive city.*
Wallet: Prestige CSP SchwabPlat Freedom It Hyatt SallieMae AAPlat
SD: Arrival BrooksBros BCE ED IHG
Letting new accounts cool off since May
Really not sure what I'll add next or when



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