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Chase (bank) customer service huge mess - Nothing to See Here

Nov. 19th, 2010

11:52 pm - Chase (bank) customer service huge mess

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I should begin this by saying that in the past I have had an overwhelmingly positive experience with Chase credit card services and checking/deposit accounts, so this experience is in stark contrast to my expectations...

I called with odd issue with my Chase on-line account (related to adding an extant but not yet listed card to it) to Chase customer service.

The rep spent a while doing something and talking about two userids (see further below -- I was clear with her about the one I actually use vs. the one that shouldn't really even exist), then said she had to transfer me to another dept. I sat on hold for ages.

During hold time, I tried to log in to my on-line account. It failed with an obscure error (1300).

Eventually rep picks up in "Internet department". I begin explaining. Part way through, I find I've been dropped out to the exit survey. So, now I have no access to my on-line account, I'm worse off than I started, and I just got hung up on.

I call back, tell new rep situation. She says she'll put me through to the Internet department.

Eventually (after yet more hold time) get through to rep who doesn't hang up on me but cannot fix it and says as far as she can see my on-line account was DELETED ...

I'm left with an alternate on-line account which only exists because of the merge with WaMu and which I've never before used with chase.com, has a different incomplete subset of my accounts visible, and does not have all of the stuff I've customized in my account over the past 7 years.

Apparently I'm meant to just accept this and use the alternate userid and set everything up again.

No way. Not acceptable. I have the direct # to call for the department tomorrow morning, thence to ask to speak to a supervisor. I expect them to do something about this giant mess.

Current Location: Fremont, CA
Current Mood: aggravatedaggravated

Comments:

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From:surpheon
Date:November 20th, 2010 02:05 pm (UTC)
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Credit. Union. You can't pay me to use a private bank anymore (and they do try, with that great CD deal - that then turns to a fee ridden nightmare to close after 12 months, or $20 off my next purchase, or...).
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[User Picture]
From:urox
Date:November 20th, 2010 07:03 pm (UTC)
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Fee ridden nightmare?
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From:mavjop
Date:November 23rd, 2010 07:06 pm (UTC)
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What Lori said. Fee-ridden nightmare? I don't believe there's any fee to close accounts. Is that even legal?
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From:surpheon
Date:November 23rd, 2010 07:30 pm (UTC)
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A fee was being applied to the CD renewal because I didn't have a checking account (which would have a minimum balance requirement, which with the crap interest offered in checking is the same as a fee, and I would need a savings account that would have an annual fee if the balance dropped...). And it took a good hour of time actually in the bank to manage to close out the CD when it's period was up. It was not worth the extra $30 or so in interest their great teaser rate was worth.

I do occasionally look at banks, but I have never found one that offers a reasonable value equivalent to a non-profit credit union (including home mortgage). All of their deals seem to be predicated on catching me when I miss jumping through a loop so they can cash in with a penalty or fee (credit card payment a week late? Penalty fee; need an overdraft transfer from savings? Fee; too low a balance in the money market? Zero interest/fee). Bah. Personal aggravation carries a cost for me that makes banks just not worth it. They extract their profits from somewhere and its just not worth my mental energy to make sure I avoid it being me.
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From:mavjop
Date:November 23rd, 2010 07:42 pm (UTC)
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That sucks. Sorry to hear you had such problems.

One time, by mistake, I paid my CC late. I called and they removed the late fee. That wasn't in their financial interests, but they did it anyway. So there's a flip-side to that.
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[User Picture]
From:mavjop
Date:November 23rd, 2010 07:10 pm (UTC)
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It's really worth noting, this is the ONLY time in 7 years I've had any problems with this on-line account. I *could* just give in and use an alternate on-line account and set everything I had back up, but I really want them to fix the damned mess they made. I have that as a back-up option, in any case.

Other than being a pain in the neck around closing on home loans, my experiences with Chase overall have been really good. I'm not about to give up my credit cards with them or refinance out of a loan with a really good rate just for the heck of it or pass up 1% back on mortgage payments (for paying from a Chase checking account) or .......

We *do* use credit unions as our primary financial institutions for checking/savings/MM/CDs/etc.
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From:athelind
Date:November 21st, 2010 04:47 am (UTC)
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Stop messing around with web sites and phone lines. Go directly to a Chase branch, and demand that real human beings fix everything while you are there. Or just pull out every penny and put it in a credit union, like Surpheon said.
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From:mavjop
Date:November 23rd, 2010 07:15 pm (UTC)
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There's no way people in a branch are going to have any clue about fixing this. They may have some clue about fixing *financial* account issues, but the only way to get an web site/on-line account problem fixed, beyond simple every-day issues, is to escalate, escalate, escalate. So, no thanks to going to a branch. That would be useless. I've already got the direct phone number of the Internet department's supervisor's manager.

As for giving up and switching everything over to a credit union, we do keep most of our money in credit unions. That's not an issue. I am not, however, going to life incredibly difficult by going through a pointless refi that makes me poorer or get rid credit cards that save me money by giving me money back when I buy things I would have bought anyway (no credit union we use has good credit card rewards programmes).
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