Amex Verification (Fraud Alert)

[Middleswarth]

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. 

[j_casteel]

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

[revvystoke]

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

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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.

[Anonymous]

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. 

[red259]

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@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. 

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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?

[red259]

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@revvystoke wrote:

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

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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.

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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).  

[longtimelurker]

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

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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.

[Middleswarth]

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.

[chalupaman]

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.

[barbaralee]

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.