American Express, I am Disappointed!
It has been more than two months since I last called American Express about the unauthorized charges on my AMEX Costco TrueEarnings card and longer than the 8-week investigation period that I was promised. I was hoping the outcome of the investigation could resolve the problem which has been dragging on for nearly 8 months.
As I was waiting the result patiently, a letter from American Express arrived last Saturday. Enclosed in the letter is a transaction confirmation (the support) from the Netherlands company that handles the transactions on my card. And the letter also says:
As you will see, your name is not reflected on the support. Since many of our customers authorize charges on their Card for goods and services rendered to others, we are providing you with an opportunity to review the support. If you do not recognize the name, please contact us at your convenience. We believe that you are the best authority on the validity of this charge, and therefore, we ask you please review the documentation. If you are not satisfied that it is sufficient, or have additional concerns, please contact us and we will be glad to reopen your inquiry.
Did it say the case is closed and I should to be satisfied with their findings from the two-month investigation?
After finishing the letter, I called AMEX and asked to spoke with a manager once my call was answered. I am sick of having to tell the CSR my story each and very time I call, so I want to go directly to the one in charge. When the manager, who gave me his name as Jerry, came to the line, I told him that if that piece of paper is the result of their two-month investigation, then they are wasting their time because I printed out exactly the same confirmation back in February myself after I used my card number to locate the transaction details from the payment processing company’s website in Netherlands. The only difference was that that guy, who used my card to purchase a monthly pass since last November, just bought two 1-year passes at $154 each! I told Jerry if this is all they have done, then I don’t need them to print out a confirmation for me.
What made me angry was what Jerry said after he asked me if I recognized these charges and I told him that I made it very clear when I first called in February that I didn’t know what those charges were and never authorized them.
“Then we will have to open a fraud investigation.”
Yes, that’s what he said, a fraud investigation! If an unauthorized charge isn’t a fraud, tell me what it is?
Jerry didn’t answer my question. Instead he kept asking me whether I want to proceed with the fraud investigation or not.
(Or is it?)
Do whatever investigation you want to do, but make the charge stop.
“We can issue you a new card with a different account number and the charge won’t appear on your new card again.”
What a surprise. The first thing I asked in February was to get a new account number and I had been told more than once by both CSR and manager that a new account number won’t stop the recurring charges and I believed in what I heard. Now, all of a sudden, I can indeed get a new card to stop the charge!
I will have a new card in 10 days and to wait another 30 days for the outcomes of this fraud investigation, if there’s anything meaningful. The problem to me is I probably won’t know whether the issue is resolved or not until next July when the 1-year pass is up for renewal. I didn’t get any charge on my card after the $154 purchase in July.
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