Chase Manhattan Bank Complaint - $39 Late Fee - Mastercard
DAYTON, OHIO -- These people are something else! I opened my account in 12/04, paid all of my payments ontime (as with ALL of my credit cards). I always make them early too. My due date was 4/03/05, and I completely forgot this account for some reason, so I made a payment right away, and it posted on 4/06/05. My bill closing date was on 4/07/05. With most credit card companies, that payment would not have been considered late, however, since Chase is a giant anus, they charged me $39 late fee on 4/08/05, 2 days AFTER my payment was posted.
I called, and they refused to credit the fee. Later, after reviewing my bill online, and noticing the closing date, and that I had paid before then, I emailed Chase. The email that was sent back was completely pointless. It read back some information on my account such as balance and payment due date, and had nothing to do with my question on the email. They don't even read customer emails, as it became apparent over my next 9 emails, trying to get them to actually read my email rather than responding with everything that doesn't apply to my question. Finally, the last email I received was from someone who said that I was emailing the wrong department. Really? I emailed from my account homepage, not my problem he wasn't the person to answer it. I told them this, and to forward it to the people in charge of that department, and like a moron they are, they did nothing.
I finally sent a letter in the mail, requesting the fee be credited. I explained that I was a former customer service rep for a major creditor, and I dealt with requests for late fee credits all the time. I explained that it was our company police to go ahead an waive the customer's late fee, provided that it was their first time late, and that they were aware that future late fees would not be credited. I received a letter back today from J. Fernandes stating that they understand that sometimes customers make late payments for various reasons... and goes on to say that unfortunately, they are unable to credit my late fee at this time. They understand, but they cannot credit, interesting. This company is all about the money!
So, I finally files a complaint online with the BBB. I do feel better about that. Those incompetent, soulless drones at Chase do not have 1 ounce of customer service skills, because if they did, they would have credit my account the fee in question, instead of losing me as a customer for life over a $39 one-time profit. It makes more sense to develop a long-lasting business relationship with customers, rather than pissing them off, sending them to competitors.
I truly hope Chase looses so many customers, they are forced out of the business. No company that treats me like that will keep my business. My sister received an offer in the mail from Chase, and after telling her the story, she ripped it up and threw it away. Ha! They lost another customer!!
As a footnote, they raised my interest rates from 12.99% to 20.49%, go Chase!