topic Re: Amex Verification (Fraud Alert) in Credit Cards

Amex Verification (Fraud Alert)

Middleswarth — Mon, 11 Aug 2014 20:45:54 GMT

I used my BCE to purchase a new laptop online this morning and my card was rejected (charge was for just under $2,000). I immediately started a chat with Amex Customer Care and was advised it was rejected due to a fraud alert, my card was now frozen, and I had to call in.

I called and was told in order to remove the freeze they needed to verify a few things and wanted to know if they could call my bank. This all seemed a bit weird to me but I played along. Before you know it I'm on a conference call with Amex and USAA. The Amex guy wanted to verify my address with USAA and that I had the account for more than 30 days. I was verified and the freeze was lifted. While still on the phone with Amex I put the charge through again and this time it was accepted.

That has to be the strangest thing I've ever had to do for a bank. Oh well, at least they know me now.

Re: Amex Verification (Fraud Alert)

j_casteel — Mon, 11 Aug 2014 20:54:27 GMT

Happens fairly often actually...glad it worked out for ya.

Re: Amex Verification (Fraud Alert)

revvystoke — Mon, 11 Aug 2014 21:25:44 GMT

@j_casteel wrote:
Happens fairly often actually...glad it worked out for ya.

Happened to me 3 times in one week, once at a lunch with coworkers. Needless to say I stopped using it as much as I was. I travel alot and even with travel notifications it was being flagged.

Re: Amex Verification (Fraud Alert)

Anonymous — Mon, 11 Aug 2014 22:25:11 GMT

I had the exact same thing happen while getting gas. When I called the Fraud Department they could not explain why they needed to contact my bank. I asked to be transferred to customer service and when I asked them the same question they had no response either. The only information I received was both departments telling me that they needed me to verify who I was with my bank to remove the fraud hold. I asked them if I could verify any other way and they said no.

I never carry a balance with AMEX and always pay all my cc's weekly. I also frequent that gas station about 4-5 times a week.

Needless to say I cancelled my AMEX card and will never go back to them. I have never had an issue like that with any other CC. If it is flagged as a fraudulent charge I have always been able to give my information and verify information over the phone, never have I had to contact my banking institution and speak with a rep there to verify who I was.

I have been reading these forums for a few months now and haven't made an account until today. I had to chime in over this as I too found it incredibly bizarre.

Re: Amex Verification (Fraud Alert)

red259 — Mon, 11 Aug 2014 22:29:49 GMT

@Middleswarth wrote:
I used my BCE to purchase a new laptop online this morning and my card was rejected (charge was for just under $2,000). I immediately started a chat with Amex Customer Care and was advised it was rejected due to a fraud alert, my card was now frozen, and I had to call in.

I called and was told in order to remove the freeze they needed to verify a few things and wanted to know if they could call my bank. This all seemed a bit weird to me but I played along. Before you know it I'm on a conference call with Amex and USAA. The Amex guy wanted to verify my address with USAA and that I had the account for more than 30 days. I was verified and the freeze was lifted. While still on the phone with Amex I put the charge through again and this time it was accepted.

That has to be the strangest thing I've ever had to do for a bank. Oh well, at least they know me now.

They just wanted to verify your address and bank account age? They didn't ask about how much was on deposit etc? How long have you had the card for?

Re: Amex Verification (Fraud Alert)

red259 — Mon, 11 Aug 2014 22:35:29 GMT

@revvystoke wrote:
@j_casteel wrote:
Happens fairly often actually...glad it worked out for ya.
Happened to me 3 times in one week, once at a lunch with coworkers. Needless to say I stopped using it as much as I was. I travel alot and even with travel notifications it was being flagged.

Seriously if it happened to me three times in one week I would have just closed my amex cards, especially if small amounts like a lunch were triggering it. I don't need that type of hassle of wondering if my card will be approved everytime I use it. Luckily I have never had an issue with Amex, but I have not used it when travelling. With cap 1 and chase I was all over the place and they approved every single transaction (I did contact them about my travel plans in advance).

Re: Amex Verification (Fraud Alert)

Anonymous — Mon, 11 Aug 2014 22:36:20 GMT

@j_casteel wrote:
Happens fairly often actually...glad it worked out for ya.

What happens fairly often? I know fraud alerts do, but not 3 way calls with the bank. In fact, the only time I have heard of this is when registering a debit card with Serve or BlueBird.

Re: Amex Verification (Fraud Alert)

Middleswarth — Tue, 12 Aug 2014 02:20:04 GMT

Since this is a brand new card and I did make a nearly $2k purchase, I will let it go. However, if this becomes an issue and it happens again, the BCE will find its way to my sock drawer. I have other cards with high limits that have not done this to me.

I do appreciate the fraud protection, but they could have contacted me first. I mean I bought a laptop online - its not like it was going to be shipped that day. Or if they really needed to verify they could have done it before I used the card. Luckily it was not declined in a store. That would have been embarrassing enough that I may have totally lost my cool on the phone.

Re: Amex Verification (Fraud Alert)

chalupaman — Tue, 12 Aug 2014 02:25:10 GMT

Haven't had that problem so far. I bought a MacBook Air online as soon as I got mine and told a representative online ahead of time that I would be making a large purchase and seeing if it was fine to do so first and then paid the majority of it off as soon as I could.

Re: Amex Verification (Fraud Alert)

barbaralee — Tue, 12 Aug 2014 02:54:08 GMT

I can understand calling and verifying transactions, but doing a 3 way with the bank seems a tad inconvenient. I didn't realize Amex did that. We only use ours for net purchases and bills, anyway.

Re: Amex Verification (Fraud Alert)

cashnocredit — Tue, 12 Aug 2014 03:26:56 GMT

I've had my Cit card briefly frozen until I texted them back and also got a call verifying I'd made two charges half an hour apart at the same gas station. Apparently people don't buy gas 1/2 hour apart normally. I had just picked up my car and returrned a loaner and they both needed gas.

Never had any problem with Amex and I've used it a lot.

Things vary.

Re: Amex Verification (Fraud Alert)

14Fiesta — Tue, 12 Aug 2014 05:36:30 GMT

@cashnocredit wrote:
I've had my Cit card briefly frozen until I texted them back and also got a call verifying I'd made two charges half an hour apart at the same gas station. Apparently people don't buy gas 1/2 hour apart normally. I had just picked up my car and returrned a loaner and they both needed gas.

Never had any problem with Amex and I've used it a lot.

Things vary.

Oh my gosh and never EVER return a car without paying for the gas. LOL my local Hertz charges like 8-9 bucks a gallon if you don't do it yourself. I completely understand why they do that but WOW is it still a sticker shock to think how expensive that could get very quickly. Sorry for getting off topic but I just thought of that when I read your post.

Re: Amex Verification (Fraud Alert)

sexy_kitten7 — Tue, 12 Aug 2014 07:00:42 GMT

Glad that worked out for you.

Future tip: use the "Check Spending Ability" feature online to notify Amex.

Re: Amex Verification (Fraud Alert)

lg8302ch — Tue, 12 Aug 2014 07:15:19 GMT

The conference call is odd. The only cards that do this to me are Chase cards with their Verified by Visa system. There is not a single online transaction in Europe that passes without me calling that Chase number for verification as all European online merchants apply the Verified by Visa and Chase does not allow to set up extra password or SMS identification for this service. Chase is not ready yet for a convenient Verified by Visa system ..other cards simply require SMS code for Verified by Visa for each online transaction and this is way more convenient than calling each time.

Re: Amex Verification (Fraud Alert)

sexy_kitten7 — Tue, 12 Aug 2014 07:20:58 GMT

@lg8302ch wrote:
The conference call is odd.

It's standard practice for Amex. I know because I have to do it Every Freaking Time I change my Amex Serve payment method.

It inevitably takes 30+ min. 5 on hold with Amex, 5 to talk to the rep, 15+ for them to reach out to BoA/Chase/etc. Of course, they don't have a direct line. And then 5 min to apologize for majorly inconveniencing you and asking "is there anything else I can help you with today?"

Re: Amex Verification (Fraud Alert)

lg8302ch — Tue, 12 Aug 2014 07:23:16 GMT

@sexy_kitten7 wrote:
@lg8302ch wrote:
The conference call is odd.
It's standard practice for Amex. I know because I have to do it Every Freaking Time I change my Amex Serve payment method.

It inevitably takes 30+ min. 5 on hold with Amex, 5 to talk to the rep, 15+ for them to reach out to BoA/Chase/etc. Of course, they don't have a direct line. And then 5 min to apologize for majorly inconveniencing you and asking "is there anything else I can help you with today?"

Glad I never had to to this and truly hope I can get away with this..

Re: Amex Verification (Fraud Alert)

j_casteel — Tue, 12 Aug 2014 07:30:44 GMT

@Anonymous wrote:
@j_casteel wrote:
Happens fairly often actually...glad it worked out for ya.
What happens fairly often? I know fraud alerts do, but not 3 way calls with the bank. In fact, the only time I have heard of this is when registering a debit card with Serve or BlueBird.

The past few years I have seen several threads about this issue and conferencing with the bank.

Re: Amex Verification (Fraud Alert)

Middleswarth — Tue, 12 Aug 2014 15:10:04 GMT

So the check spending limit button alerts Amex?

This is good to know. While this card will primarily be used for groceries, I may use it again for big ticket purchases (for the extra warranty).

Re: Amex Verification (Fraud Alert)

Anonymous — Tue, 12 Aug 2014 15:15:52 GMT

@sexy_kitten7 wrote:
@lg8302ch wrote:
The conference call is odd.
It's standard practice for Amex. I know because I have to do it Every Freaking Time I change my Amex Serve payment method.

It inevitably takes 30+ min. 5 on hold with Amex, 5 to talk to the rep, 15+ for them to reach out to BoA/Chase/etc. Of course, they don't have a direct line. And then 5 min to apologize for majorly inconveniencing you and asking "is there anything else I can help you with today?"

It's standard practice in this very restricted space, changing the serve/bluebird payment method. But not for purchases.

Re: Amex Verification (Fraud Alert)

sexy_kitten7 — Tue, 12 Aug 2014 22:09:42 GMT

@Middleswarth wrote:
So the check spending limit button alerts Amex?

This is good to know. While this card will primarily be used for groceries, I may use it again for big ticket purchases (for the extra warranty).

Yes. A fun fact I learned here on myFICO

In fact, people have been FR'd after jokingly typing in something outrageous like 30k!