Chat support asking for OTP code?

[M]

Hi All, a weird one.

I was talking to AMEX chat support on the app to get a small remaining credit refund from my closed card.
The agent asked me to give them an OTP code. It was not even one of those special “security question” prompts you can get in the app.
I declined to give the agent the code (I think usually you are not supposed to share them with anyone, right?) and said I will call back later instead.

What do you think? Was this legit? If yes then AMEX should make this process better, if not then I guess I should somehow report this to AMEX?

Thanks,
M

[Justin]

I’ve never been asked that in the chat before but doesn’t mean it’s not a new process. Out of curiosity, were you asked to verbally give the number to the agent or type it into an automated system to which the agent would connect you to?

I would recommend calling the number on the back of your card to try and sort your issue and you could further query about OTP via chat.

[M]

This was on the chat. They usually have this special “secure question” prompt for verification, but it was not one of those.

Yes I am going to call later.

[Peter K]

Definitely suspicious. As you say, anything sensitive is taken in a secure question box, not just in the chat! Combine that with asking for a OTP makes this super dodgy.