American Express provides its customers with the highest level of security and fraud protection. But the reality is that sometimes, fraud happens anyway. Phishing scams, identity theft, cybersecurity breaches, and other threats are very real.
While American Express offers the most up to date and legally compliant protections–including a security support hotline, emergency card replacement services, and fraud alerts–it’s still important for you, as the cardholder, to monitor your account and respond quickly when you detect suspicious activity.
Curious what steps your credit card company is taking to protect your identity, privacy and data? Check out our look at the measures that credit card issuers typically take to ensure your security.
Otherwise, read on for a look at the steps you need to take when you spot suspicious activity on your American Express Card.
Identifying Suspicious Activity
According to the American Express Security Center, There are a couple ways to identify suspicious activity on your accounts:
Fraud Alerts
The Fraud Alerts service comes automatically with your American Express account. Fraud alerts are driven by your spending patterns. So when an unusual transaction is made using your card, American Express will flag the transaction as suspicious. Depending on your account preferences, you will receive either an email or a text push notification indicating that an unusual charge has been attempted.
You’ll have the opportunity to either confirm or refute the validity of the unusual charge with a single click. American Express notes that addressing fraud alerts is fast, easy, and hassle free as long as you keep your contact information up to date.
It’s worth noting that potential red flags may include transactions made abroad or the purchase of big ticket items. If you plan to use your American Express card for one of these things, you may want to preempt the receipt of a fraud alert by contacting customer services at American Express in advance to inform them of your intended card usage.
The right contact number may vary depending on your specific American Express Card. Check out our listing of customer service contact numbers to find the right department for your needs.
Monitoring Your Account
It’s also important to do your own part to protect yourself from fraud or identity theft. Stay on top of all activities in your account. Don’t just rely on American Express for fraud protection. Do your due diligence by checking in regularly to view transactions on your account. Make sure that you recognize everything happening on your card.
To do so, American Express recommends setting up both your Online Account at AmeicanExpress.com and downloading the AmEx Mobile App for your smartphone or tablet. Both tools are essential for ensuring that you can keep a close eye on transactions and charges on your accounts no matter where you are. And this matters because time is of the essence when it comes to suspicious activity. The sooner you spot fraudulent or erroneous charges, the faster you can limit the damage.
When You Spot Suspicious Activity
Any time you spot an unfamiliar transaction, a duplicate charge, or an erroneous fee applied to your account, your very first step should be to contact American Express customer service. You can do so by:
- Logging into your online account and initiating a conversation using the Live Chat feature; or
- Calling the toll free fraud helpline–1-800-528-4800.
Again, it’s important to act fast so that you can work with American Express to immediately shut down any further spending and prevent the risk of lasting damage to your credit history and spending flexibility. The more extensive the fraudulent activity, the longer it could take you to unravel it, which could impede your ability to borrow or spend freely for an extended period of time.
After You Report Suspicious Activity
You will work with personnel at American Express to take the next several steps. These will likely include:
Filing a Report
You will be required to file a report with a representative from American Express outlining the transactions you suspect are fraudulent. Your representative will guide you through the process of disputing those charges.
Locking Your Accounts
Typically, as soon as you report suspicious behavior to American Express, your cards will be frozen. You may also be able to lock your cards using your online account management portal. This step is meant to prevent further unauthorized transactions while the issue is being investigated. Be aware that this freeze will likely place some temporary restrictions on your ability to spend using this account.
Getting a New Card
While the freeze on your account is only temporary, you will have to replace your credit card. Typically, when you renew or request a replacement card, you will not be issued a new card number–only a new expiration date and CVV code. But if your credit card information has been stolen, you will likely be issued an all new American Express card with a new number, expiration date, and CVV. Don’t forget to update your credit card information anywhere that you use this card for recurring payments.
Updating Your Security Details
In addition to getting a new card, you are highly advised to review the security measures surrounding your online account and mobile app. Now is a good time to update your password and make sure that you’re using two-factor authentication to access your accounts.
Waiting for Dispute Resolution
Once you’ve submitted your claim, American Express will investigate the transactions, charges and other unusual behaviors that have occurred using your account. You can usually expect any unauthorized charges to be removed from your account in a matter of weeks.
Monitoring Your Accounts
Now that you have been the victim of identity fraud or credit card theft, there’s no way to know who has your information or how they got it. The best thing you can do is continue to keep a close eye on your account activity. Check your online statements regularly to ensure that no further unauthorized transactions occur, and move quickly to respond if and when they do.
Additional Fraud Protections From American Express
American Express offers a few additional services and resources to help you address suspicious activity and limit the damage from fraud or identity theft, including:
A Global Assist Hotline
Certain American Express cardholders may be eligible for 24/7 emergency assistance and service support when traveling more than 100 miles from home. This is an extremely valuable resource in the event of an emergency, especially one that results in a theft or breach of your accounts. Global Assist may include the coordination of medical and legal services, passport referrals and emergency cash wires, and even missing luggage assistance. Even if you lose your card, you still have options with American Express.
Emergency Card Replacement
American Express goes the extra mile to provide protections for those traveling abroad. If your card is lost or stolen while traveling overseas, you can request an emergency card replacement either through live chat here or by calling 1-336-393-1111. You can typically expect your emergency replacement card to arrive within two business days to most locations in the world.
Online Shopping Protection
Get an added level of protection by using SafeKey with American Express. AmEx describes SafeKey as smart technology that effectively verifies your identity to ensure that nobody else is shopping with your account.
Purchase Protection
American Express offers a number of different purchase protection policies. Secure your purchases against bad actors online and bad actors in your own backyard. Whether your exciting purchase never shows up from a shady vendor or your purchase goes missing from your property because of a shady neighbor, American Express offers several avenues for seeking a refund.
Educational Resources
American Express also offers a few resources designed to educate consumers on the risks of identity theft and phishing scams. AmEx urges consumers to take steps to recognize the signs of fraud, identity theft and phishing and protect themselves from becoming victims.
Check Your Credit Report
You may have noticed suspicious activity while checking your credit card statement. But it’s possible that the breach of your security goes beyond your American Express card. In fact, this could be just the tip of the iceberg.
It’s critical that you check your full credit report to ensure that the identity thieves haven’t opened additional accounts, charged existing accounts, or otherwise leveraged your credit. Look for a free service like Freecreditreport.com or Credit Karma to review all of your open accounts for suspicious activity.
Credit report services usually provide channels to dispute fraudulent charges. Use these channels to notify the credit bureaus of your intention to pursue fraud claims. From here, you’ll need to contact your individual creditors to file fraud claims. And in instances of severe, costly and complicated identity theft, you may even need to involve local law enforcement.
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Of course, an ounce of prevention is worth a pound of the cure. For a look at a few extra steps you can take to keep your accounts secure, check out our article–10 Ways to Protect Yourself Against Credit Card Fraud.