Chase Manhattan Bank Informative - My Chase Debit Card Nightmare - Unbelievably Awful Customer Service
I tried to buy a plane ticket online for $280 at Orbitz.com, but I received an error message because I had entered the wrong security code. I entered the correct security code and clicked "purchase" -- this time, the charge was declined. I had plenty of money in the bank to cover the cost of the ticket, so I called Chase to find out what was happening.
Chase explained that I had a $400/day expenditure limit on my debit card (which, by the way, I was not told about until AFTER I had opened my account) and that I had already spent $280 that day (therefore, my attempt to buy a ticket for $280 was being declined because it put me over my daily limit).
I explained to Chase that I had NOT spent $280, but rather that I had TRIED to purchase a ticket for $280, and that I first received an error message and then received a decline message. They insisted that my account had been charged $280 by Orbitz, despite my assurances that I had no plane ticket to show for the alleged $280 charge.
Chase then told me what I had to do to fix the problem: call Orbitz and have them fax to Chase a confirmation that Orbitz had in fact NOT charged me $280. After that, I was assured that the charge would be removed from my account and that I'd be free to buy my ticket.
I called Orbitz and they called Chase to inform them that I had not purchased and ticket and that Orbitz had not charged my account. But that wasn't good enough - Chase insisted on a fax, so Orbitz sent it. 6 hours later, the credit appeared on my Chase account, and I went back to Orbitz to buy a ticket. As I'm sure you've guessed by now, no dice -- Declined Again!
I called Chase again, and asked why the charge was being declined. The customer service representative told me that everything was fine with my account, so that if the charge for the ticket was being declined, the problem must be with Orbitz's "machine". I refused to accept that answer (a readily transparent attempt to simply get rid of me) and after the Chase representative realized that excuse wasn't going to work, she told me that, actually, the reason the charge was being declined was that I had already spent $280 that day.
I directed her attention to the $280 credit and explained the entire situation (repeatedly) to the Chase customer service person, but she simply kept insisting that I had already been charged $280 from Orbitz that day and so my attempt to purchase another ticket was being declined because it put me over my daily spending limit. This, despite the fact that I had spent the time to contact Orbitz and have them send Chase the requested fax, which Chase had previously assured me would take care of the problem.
Long story short, after spending over an hour on the phone (most of the time on hold, waiting to speak with a supervisor) Chase simply refused to solve the problem, which was clearly on their end. In the process, Chase customer service persistently made assertions that they knew to be untrue, fed me excuse after excuse in an obvious attempt to simply get me off the phone, and in general behaved like a gang of robots who couldn't possibly care less about remedying the problems that Chase had created for me.
Chase Manhattan Customer Service Is Horrible. Absolutely, Undeniably Horrible. I deeply regret switching from Bank of America to Chase, and I advise others to stay away from Chase bank.
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