American Express Complaint - Privacy Issue w/Customer Data at Amex
EL PASO, TEXAS -- Have been an Amex customer for many years. Use the card daily. Just went to purchase airline tickets online and the airline I always fly with, and alwaus purchase tickets with, always with my Amex declined the transaction. Reason was that the address on file with my card company didn't match what was on file with the airline. I re-keyed and validated it 5 times. Finally went out to Amex website to see what address on file was listed as (I have a street address with the word "West" in it; but some address verification services just use "W").
I was SHOCKED to see my address listed at the house I lived in 4 years ago. And, worse, it is my ex-husband's address. I have had 2 residences since that address on file, all updated timely with Amex. Three representatives at Amex could not give me an answer to why this occurred. They called it a "computer glitch". One representative said it was "above my pay grade". They surmised that my ex-husband recently made a change to his account profile and somehow because I was AT ONE TIME linked to him, it changed my address on my PRIMARY account. The representative said they had been researching this - had a "few calls" - for over a month. I asked when I could expect an answer - told them (on the recorded line) that I considered this a MAJOR privacy issue. And, the last representative just told me she would have her supervisor call me - within 48 hours. So, I am waiting.
In the meantime, I cannot believe some Amex cardholder that this has happened to has not contacted the media. I work in the financial services industry - actually in technology, so the explanation of a "computer glitch" was particularly irritating to me - and we are obsessive about client data and related privacy. I would have expected Amex was REQUIRED BY LAW to disclose this "glitch", which represents nothing less than a customer data breach on the part of Amex. This situation is unbelievable to me. I have been a long time Amex cardholder - as noted, I use the card every day, and about 3 times a week even online (so the address would have had to be accurate). I'm not sure what to do from here. In my case, my ex-husband was investigated by the police for an email breach that occurred during my divorce proceedings. I didn't know what to expect when I called Amex - was thinkng the worst, that my ex had been able to authenticate as me with Amex. I had no inkling that Amex would tell me client data records had been somehow changed without customer consent or initiation. But that's basically what they said. And, worst of all - I am set up to receive alerts from Amex if my address, email, statement preferences, etc. change. Well, my address DID change. To my ex husband's address. And NOTHING from Amex. Nothing proactively, like the alerts. And, nothing but an exchange with 3 reps when I called that made me scared to continue to be an Amex customer...