My card got defrauded a couple of months ago and Amex let through three charges before alerting me to potential fraud. I told them the charges were fraudulent and they took them off my statement and sent me a new card. Two months later, they reinstated one of the charges without any explanation and I was promised call backs from the specialist team for two weeks, eventually somebody from customer services tried to put me through directly but was told I was never promised a call back and that they would not discuss this reinstated fraudulent charge with me. I am very disappointed with how all of this has been handled, awaiting the outcome of a formal complaint but it looks like I will have to go to the financial ombudsman over their handling of my case. Previously, Amex customer services were great but it appears this is no longer true.