So, in an earlier post I was looking for an alternative to my Amex plat charge after I’d got annoyed about poor customer support. Well to redress the balance - this just happened to me:
Sitting at my desk and I get £1 Uber charge alert on the amex app, then another £1, then £22 and then £27. Well I haven’t used Uber for several days so I called them straight away.
The customer service at Uber was not very impressive. I gave them my phone number and last 4 digits of card. They then ran their checks and said, no nothing seemed amiss on their side. They then asked for the first 6 digits of my card - I objected to this - why would they need it ??? ANyway, they then put me on hold and whilst on hold I get a text from Amex - fraud alert someone just tried to charge £113 to my Amex as Uber.
Uber guy comes back on the phone and I explain about the fraud alert - he says “Oh, I better send this to our special team” and that was it - says they will call in 24 hours. I was not impressed at all.
Then I call Amex they immediately agree it is fraud and say they will refund the 4 charges and get me a new card within 48hours. Also go on to explain that I should delete the card from the app and then delete Uber app and reinstall with new card when it arrives. I felt the Amex agent was handling it intelligently - delete from app etc is obvious, but maybe not to everyone, so good that he says it.
So it has renewed by faith in Amex being professional - I’ll be keeping my card.
Also shows how useful having the Amex app alerts are as you straight away see something is up.
With Uber - so far very unimpressed - but lets see if they call back and what happens.