Chase Visa's despicable service
I have had a Chase Manhattan Visa card since 1992 and have always paid my bills on time.
In the last three years, the bank's service has been atrocious. In 2004, the bank made so many mistakes that I literally lost $590. I spent TWO MONTHS complaining before I reached someone in the corporate office who rectified my financial complaint although NONE of the NUMEROUS people who screwed up and were rude were ever dealt with to my knowledge.
I got my $590 back and the phone number of the corporate office which kindly said I could phone them whenever I had a problem. In recent days, I have TRIED to phone them, but got DOZENS of busy signals.
The impetus behind my latest phone calls was Chase charging me a late fee after it made numerous goofs over several days online and COINCIDENTALLY accepted my payment at 3:10 CST, 10 minutes late because of Chase's own incompetence. This would seem to be a no-brainer but an executive in Elgin, I'll., essentially said "tough s____" and kept the $39.
Here is my letter to the person who got me back my $590 two years ago, but whom I cannot reach.
First of all, I want to thank you for resolving the problems that I wrote to you about in the spring of 2005 and that you resolved by issuing me a credit for $590.27.
I certainly hope Chase has taken action to ensure that the problems which led to Chase making one mistake after another that cost me $590.27 have been alleviated. Unfortunately, I see little evidence of that from my own personal experience.
On June 24, 2005, you sent me a letter which ended âIf you have additional questions pertaining to this matter, please do not hesitate to contact me at our toll-free number, 888-227-0608, extension 52745.â I have tried to contact you at this number at least 30 times over the past few days. It is always busy.
I reached Chaseâs office at the same address by phoning 813-584-4160 three times, but the people there are incredibly rude and REFUSED to transfer me to your direct line. This is an ONGOING problem with Chase. Your employees are special.
In any case, I have three concerns that I would like to address. Failure to solve them all will jeopardize my relationship with your company. I am clearly in the right on all three matters, but have been incredibly patient in dealing with Chaseâs failure to resolve them.
Continued failure by Chase will result in a complaint to the state attorney generalâs office as well as notification to the public about your HORRID BUSINESS PRACTICES (if you Google my name, you will learn that I am, among other things, a business writer for several publications).
Here are the three concerns:
A. CHASEBUILDERSâ PROGRAM REBATE:
I have NOT received a refund check for the past THREE YEARS. When I inquired about this two months ago, I was informed that my account was cancelled Jan. 13, 2005, and was reopened a few days later. I NEVER cancelled my account.
As I reported to you back in 2005, I was treated rudely by your representatives on the phone. One screamed at me âyouâre a deadbeatâ and made all sorts of threats against me. A few days later, I received a letter saying Chase had cancelled my account. A few days after, I received a letter saying my account had been reopened.
This was obviously a PLOY by your representative to STEAL money out of my pocket by removing me from the benefits of Chaseâs programs. Like I said, I NEVER cancelled my account. There is NO PROOF that I cancelled my account.
The COMPELLING evidence is that I did NOT cancel my account since I received a letter stating I was once again a Chase customer before I could complain about not being one. The restoration letter was written BEFORE I learned I was, for two days, not a customer.
Chase owes me a LOT OF MONEY. Why should I have to suffer financially because of the insolence and incompetence of YOUR employees?
If I had known about what Chase did, I would have phoned you the day I received your June 24, 2005, letter. Instead, Chase deliberately does NOT tell me that I have been removed from the Chasebuilder program. How much money do you gain from people who never inquire?
B. LATE FEE DUE TO CHASEâS INCOMPETENCE:
I phoned you on Feb. 28 after I spent hours trying to pay my bill online. The system rejected my VALID password and kept on sending me new access codes. Eventually, the system approved my attempt to pay via the SAME, VALID PASSWORD it kept on rejecting.
The approval came just after 4 pm EST. Coincidence? This is clearly DELIBERATE because the same exact thing occurred in November. It turns out, apparently, that I will NOT be assessed a late fee for February.
Here is what happened in November. I donât receive bills in the mail (for reasons that have never been explained) so I logged on on Nov. 22 thinking I was going to pay my bill THREE DAYS EARLY because previously payments were due on the 25th. I learned after accessing my account that the payment was due on the 22nd. It was NOON.
Three hours later, my attempt to pay online finally worked. It was 3:10 p.m CST. Then, I noticed that the verification said the payment was being credited on the 23rd. Knowing Chase as I do, I phoned IMMEDIATELY and e-mailed Chase IMMEDIATELY.
With ethical companies, this would be a NO-BRAINER. But this is Chase. Yes, I received a late fee. So I wrote to your Executive Office in Elgin with PROOF.
Would executives actually PENALIZE me for being 10 minutes late with a payment that was âlateâ because of Chaseâs own incompetence? Would Chase penalize me for being in the wrong time zone? Would Chase penalize me because it moved up the due date without informing me?
What stupid questions. The answer is YES because Chase is the MOST UNETHICAL COMPANY THAT I HAVE EVER DEALT WITH!!
C. DOUBLE BILLING:
In early, 2006, I tried and failed to log onto my Juno online services account on numerous occasions. I phoned Juno. The company informed me that I had to establish a new account in order to communicate with them my problems with the first account.
I established the second account. After a few days of trying to fix the problems with the first account, I CANCELLED it. That was 13 MONTHS AGO. I have NEVER accessed that account since then, have repeatedly asked Juno to stop billing me for two accounts when I am only using one, and I informed Chase Visa about this situation last April.
What has Chase done? ABSOLUTELY NOTHING. In its most recent letter, Chase said it did not know about my problem. Well, it does now!!! So guess what Chase did after giving me the excuse that it never received my earlier letters. In writing, Chase told me it has and will DO NOTHING.
Does a professional company act this way? NOOOO!!!! But Chase is the MOST UNETHICAL AND UNPROFESSIONAL COMPANY THAT I HAVE EVER DEALT WITH!!!!
My patience is wearing thin. I would appreciate it if Chase would act professionally and rectify ITS MISTAKES. Thank you.