Originally Posted by
boncovi
My US Platinum card number was compromised sometime last year.. I immediately called the 1-800 number and cancelled the card, they sent me a new card with new number.
[...]
After a year, looks like the person is trying to use my old card number again. I got an email alert last week "Card not present during transaction" and it was something that I didn't authorize.. Called the 1-800 number asap, I was told that someone is trying to use my old card #.. There were multiple Itunes authorizations, one walmart and one maternity wear store..
The rep said those charges would be denied, I shouldn't worry.
[...]
No satisfactory answer from amex rep. I asked the old card number to be killed completely, and I would call all my recurring vendors, provide them with my new card number.. I don't want that card number active.. He spoke to a supervisor and told me that it's not possible. Only way to do it is, I close my account, then apply for a new platinum card.
They're taking the charge off my account, but now I'm going thru my statements for the past year to see if I missed anything.
What's wrong with this picture? Where to complain?
I think the phone agent is not correct. It's a completely normal and standard procedure to lock a credit card number. As you may notice when comparing your old and new card number only some digits have been changed.
So I would phone again and ask for the fraud department and ask them in detail what they have done and what steps were missing.
AFAIK as a cardholder and not an employee of Amex there is a kind of "grace period" allowing correct transactions on the old number to appear on the statement. This would allow hotels to correct e.g. mini-bar charges or self-service kioks to transmit the data not every day.
But one year sucks.
If I would be you I would also inform Apple and their iTunes store:
http://support.apple.com/kb/HE57?viewlocale=de_DE
(Scroll down to the US).
They should be able to locate every transaction and therefore give Amex or the police the info on which device the stolen card is used.
Hope this helps.
Amendment/2nd idea: It seems that the transaction of th ematernity store was done over the phone or in an Online Shop. Due to the fact that you got the "customer/card not present" message. They should also have a delivery address of the items.