Kudos to BankOne

You so often hear about crappy service from credit card and financial services companies; it was a delight to read this very positive report by Chris Sells on BankOne’s actions in response to credit card fraud on one of his accounts:

“Apparently somebody got a hold of the number and started making charges with it today. A $19 charge was approved, but the $331 charge swung the BankOne AI software into action and the charge was declined. They called right away to confirm the activity and when I didn't recognize it, they credited me the $19, canceled the card, put a new one in the mail, sent all three major credit card agencies a notice so that my credit rating wouldn't be affected and put an affidavit in the mail so that I could swear that the $19 charge wasn't mine. All of this defense against identity theft cost me 5 minutes on the phone, a few days wait while I receive my new card, a signature and $0. Amazing.”

Comments (3)
  1. Jerry Pisk says:

    I had a similar experience, with Citi: I ordered new computer parts from a local company. They didn’t have one of the parts in stock, so they changed my order and keyed in a different amount than what they blocked when I placed the order. That triggered the Citi’s AI which blocked the card and instructed a rep to call me. The problem is that this was on Saturday and they called me on my work number. So when I went to a different store to buy the rest of the parts my card was declined and I had to finish my shopping later. All this defense against my normal behavior has cost me about 3 hours of time.

  2. timts says:

    citibank canceled my card when it found a website with my credit card information was broken into. they are pretty at good at confirming and preventing fraud as well.

    if they dont, they lose money

    I got a phone call in new orleans, since they want to confirm it was me there spending my money. 😀

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