On 5/31/06 I get a telephone request from another city for a purchace. The Purchace is for $1,500.00 The transaction goes through clean on my machine. The person who did the purchace by phone was having someone come and pick up the purchace and would not have the credit card present. So I called in to American Express to Authorize by telephone. The representative informed me that it was a good card and with the information I gave her it was a clean sale.

The Purchace was picked up. I took a copy of his drivers licence an got his signature on my purchace agreement. and an address where the purchace was going. I get a call 1 week later. A man informing me he did not make the purchace. He claimed identity
theft. I called the police and was informed there was nothing I could do until I was charged back. I then called the Suposed Card holdern back. I informed him I had a working telephone number that the purchace was made off of. a photo copy of a drivers licence, and the purchace was micro-chipped. The Card owner informed me that her and her husband were not going to make a police report. I stated this involved $1,500.00v
that a live animal was involved. She said she did not care it was not her problem. That they used American Express so they would not have to call the police. I tried coaxing her with reason. She got very irate so bad I had to hang up the phone.

I contacted AMEX with my concerns. The merchant representaive stated herself it was highly unusual that a client with identy theft had no concern to involved the police.
I asked that an AMEX investigator contact me as soon as possiable. I was told I would be contacted in 48 hours. I stressed I had evidence that would catch the perp.

2 days go by, no telephone call from AMEX. So I call back . I get another merchant representative. I was told I should know that a customer with identity theft was not required to contact the police. I was also told there was no AMEX investigators and I would not be called. I told her my story again and how I called to authorize the card. she then tells me I should have called another number and to use it in the future. By this time I had ripped all AMEX signs out of my store.

I then ask what was going to happen. I was told a letter would come and I was to respond to it. She stated from what I told her chances I would get charged back were promising in my favor. So I awaited the letter. I get it 6/19/06 so I fax them my responce with the purchace order, the photo ID copy the telephone number. 11 pages worth. I call AMEX to conferm they got it. I was told to fax again and wait a few days . my responce time was until 7/7/06. I called AMEX on 6/26/07 I am told they still did not get my fax. I am told to fax it again and call back in 3 days. So I fax a third time. For some reason I decided to call back the next day 6/27/06 at 6pm. I am told they recieved my fax but the card machine reciept was a little light and asked if I could fax that back. I informed the woman that was how it came out of my machine. She said thats ok. She then says well they charged you back the $1,500.00 last night. I said excuse  me.
She said it again and confirmed they already charged me back. I was told before that happened I would be informed. She said well we just sent the notice out today you will get it soon. I said noone called me how can you do this. She said well you had no signature on your reciept. I said excuse me it was a phone sale. She said well AMEX decided that because of no signature your getting charged back. I said even though I made a second authroization by telephone. She again repeated her stupid statement. I hung up on her and called my bank. I put a stop on all AMEX transactions. Then I called back AMEX and had my word with them. Now this repesentaive was very kind as I was going off on her she said yes mam I am so sorry mam. I feel AMEX aids and abeds Identy theft and cardit card fruad by thier lax way of dealing with it. leaving it up to the merchant. I am not sure if my story is unusal or not. But I personaly will never do business with that company again. I did everything in my power as a new merchant to insure it was an honest transaction. A month has gone by and the trail is cold. mybe to the card holder and AMEX $1,500.00 is not much money . But to this new business person its a moutain.

Our company sells mailing lists to businesses all over the country. One of our customers did a $12,793 chargeback stating they were not happy with the list. AMEX allowed this chargeback to go through and has taken the money from our account EVEN though the customer did not provide the evidence that there was a valid problem. We requested the customer send us the mail pieces that were returned so we could research the problem, but they refused. Our invoice clearly states our guarantee policy that all lists are 90% deliverable if mailed within 45 days of receipt.  We seed our lists so we can monitor when and how often the customer mails. We provided AMEX with evidence that this customer has mailed to old and outdated lists and that they have violated our "one time" usage policy. We also provided AMEX with evidence that the list was ran through the US postal services NCOA the same day we delivered  their file to assure that the addresses were as current and up to date as they could possibly be.

We are a small, home based company and the $12793 chargeback is very significant to us.  I just can't believe that AMEX would assist the customer in "theft of services".  We have even provided evidence that this customer has changed their company name five times since 12/05 and was charged in Australia with fraud in operating a MLM scam.  When they came to the USA, they went into partnership with another company. After nearly running the business into the ground they left with all the names of their customers. They then composed a letter and sent it to each customer encouraging them to do chargebacks and explained exactly how to do it and win. I provided AMEX with a copy of that letter.

I understand now why so many merchants refuse to take AMEX. Any advise or insight into this matter would be greatly appreciated!