I've been an AMEX customer for 5-6 years. I recently reported a payment to a beauty salon in London that I've never been to. Simultaneously I was using my card whilst on holiday in Cumbria when I was on holiday. Whilst away I was using the physical card, as I allegedly used it with the Chelsea Green Salon in SW London. AMEX have sent me a copy of the payment details (to Chelsea Green Salon - i.e. the disputed payment) and claim their investigations are over. I called the AMEX fraud department today and asked them to explain how I could be using the physical card in Cumbria and in London at the same time. There is only one card linked to my account. They couldn't give an explanation for the London and Cumbria expenditure (and it really is impossible for me and my card to be in two places at the same time). Today, I asked AMEX if I needed to call the police - I have an extremely strong paper trail of being in Cumbria at the time of the disputed transaction in London, and was also happily spending on my card in Cumbria. AMEX have asked me to give them two more weeks to investigate as they've reopened the case. However, I just feel the way they've looked into this is utterly incompentant given my expenditure in Cumbria. So anyone who reports an unidentified spend on their AMEX card - beware! AMEX also failed to send me a form to complete (which they said would be sent to me within three days) when I originally phoned to report the matter (two weeks ago).
