AmEx credit card fraud, AmEx useless and unwilling to take action

WendyD

I have been the victim of credit card fraud via my AmEx credit card. The first time it had been safely locked away in a filing cabinet for months until Eurostars tickets were booked with my credit card.

The issue was resolved without any difficulties and I obtained a new card. Fast forward couple of months and again credit card fraud, I have used this card several times, mainly for online shopping.

It is a charge for Yotel this time, AmEx sent me letter with a slip from Yotel saying it is a hotel booking and that the charge now needs to be paid There is no other information on the slip other than my name, no Ip address, telephone number, address, absolutely nothing.

AmEx is not cooperating. It is over £100, Yotel is absolutely useless as well stating that the room was used, well yes somebody travelled on Eurostar as well but it was not me!

Can anybody tell me what my rights are? I find it incredibly frustrating this whole thing.

zppp

WendyD wrote: »

I have been the victim of credit card fraud via my AmEx credit card. The first time it had been safely locked away in a filing cabinet for months until Eurostars tickets were booked with my credit card.

The issue was resolved without any difficulties and I obtained a new card. Fast forward couple of months and again credit card fraud, I have used this card several times, mainly for online shopping.

It is a charge for Yotel this time, AmEx sent me letter with a slip from Yotel saying it is a hotel booking and that the charge now needs to be paid There is no other information on the slip other than my name, no Ip address, telephone number, address, absolutely nothing.

AmEx is not cooperating. It is over £100, Yotel is absolutely useless as well stating that the room was used, well yes somebody travelled on Eurostar as well but it was not me!

Can anybody tell me what my rights are? I find it incredibly frustrating this whole thing.

Have you made a complaint to AMEX yet?

WendyD

Thank you for the link.

I have not made an 'official' complaint yet as I want to find out what my legal position is first.

I only received the Yotel slip today, with AmEx basically saying 'tough' I have called AmEx but the relevant department is only open during working hours.

davec1960

Raise a dispute with Amex, tell them you didn't make the transaction, they should send forms out to you to fill in
You shouldn't be charged interest whilst the payment is in dispute. Don't be coerced into making the payment "whilst the dispute is sorted out"
Threats that it will affect your credit rating should also be ignored.

I have been the victim of credit card fraud via my AmEx credit card

Minor point, you haven't been the victim of fraud Amex have. Don't let them make their problem your problem.

WendyD

I did raise a dispute with Amex regarding the Yotel charge, their response is basically Tough Luck.

Yotel has faxed a slip with my name and the charge on it with a handwritten note Online Booking on the piece of paper and apparently that is sufficient for Amex as evidence that I booked/used the hotel.

izools

WendyD wrote: »

I did raise a dispute with Amex regarding the Yotel charge, their response is basically Tough Luck.

Yotel has faxed a slip with my name and the charge on it with a handwritten note Online Booking on the piece of paper and apparently that is sufficient for Amex as evidence that I booked/used the hotel.

Write to Amex detailing the events so far. Send it recorded delivery. Write what the issue is, what you have done so far to seek resolution, and what you expect them to do to settle the matter.

Finish the letter by requesting they make sure that they issue their "Full and Final Response" forthwith.

If they do not resolve the case to your satisfaction, either in the letter containing the statement that it is their full and final response, or after 56 days from the date you originally raised a dispute with them (whichever comes first), take this to the FOS (Financial Ombudsman Service).

You are in the right and should not back down. AMEX are not following their obligations under the law and need to be brought to call