I was not happy with FIA, their fraud detection process was lousy* and I complained bitterly to them. So hopefully, this new group is better all around, looks like a good start (though it would not take a limit of > than $0.00, had to make it > $0.01 - weird).
* to clarify, FIA apparently detected some fraud, so that's good, but they handled it so very poorly. One time, they shut my card down two days before they alerted me. Then, their phone call included a number to call that didn't appear on the card or their web site (phishing attack?). When I tried to check, I could only get to an auto system that wanted me to verify the last 3 charges. Well, I couldn't do that w/o checking against my statement, as one sounded like a duplicate charge (it wasn't it was just delayed about 3 weeks). But I was also shut out of my account, so I couldn't check. That left me in a catch-22 with their system. Long hold time once I finally got past their robots.
Then they claimed their system was better than email alerts. Sorry, no. I would have caught it before them (and one of their triggers was a legitimate purchase I made).
-ERD50
Yes, I had a poor experience with fraud detection too, that left me very disappointed.
We were driving cross country over Xmas holidays and had a rejection at Costco which was odd because I'd called in a travel alert. No rejection earlier in the day, but the Costco checkout was >$100 which might have made the difference. But I get no phone call from FIA after the rejection which is odd.
So after we check in to the hotel, I log into my account and see there are a couple of ~$800 charges pending from Victoria's Secret in New York, I think. The charges were from the prior day. Hmm - could that be why? Well I've got to let them know those weren't my charges and to have them removed and the card reissued.
I called the number on the card. That person was convinced they couldn't do anything about the charges while they were still pending. Say what? I knew better. At least that person gave me the number for the FIA fraud department.
And at least the person at the fraud line knew what they were doing, and dealt with the charges right away. No funny business. But no explanation about why I had the rejection at Costco, and why I was never contacted to verify charges afterwards. They could see that that transaction had been rejected, but saw no reason for it.
But what annoyed me the most, was I could have been alerted to the details on these charges immediately, if I'd been able to set up a "card not present" transaction alert and "credit card transaction exceeded $XXX" alert like I have set up on EVERY OTHER CARD! And I would have known before attempting to use my card at Costco. The lack of these alerts was always so frustrating to me. If anything "interesting" happens on any of my other cards I get an email the second the charge occurs. BofA and Chase and Amex are particularly good about this.
I was lucky, I happened to log in to see what was going on after the mysterious rejection. The charges posted, but were credited immediately, and they mailed new cards to our destination. About a month later I get a letter saying that the charges were still under investigation, so I was technically still on the hook. Finally, a month after that, I got a letter saying the matter was closed and the credits would stand. I'd never had this drawn out process to close the matter before either.
BTW I'd had another case where the card had been compromised in one of those large multi card compromises. In those cases they don't notify you, but reissue and send you new cards and your old card will continue working for two weeks. And you don't find out unless you happen to make a large purchase and get a rejection, in which case you have to call in and hop through a bunch of security questions to get the charge to go through. Or you log in and notice your card number has changed. But in this case FIA didn't handle it any differently than the other issuers, so I never blamed them for that, even when it had us a bit panicked when we were trying to transact a trade-in and upgrade on two pairs of expensive binoculars within a limited time. At least we got it through after many minutes on the phone.
