Complaint Rating:

Company information:
Payment Protector & Chase ID protection
PO 19850
Willington, Delaware
United States
Phone: 888-314-4371
www.chase.com

Dear Chase Card Representative:

On Friday 02/08/08, I received my statement from Chase. I had an OVER-THE-LIMIT-FEE charge. As I more closely inspected the statement, I found charges for Chase ID Protection for $11.99 and Payment Protector for $121.99. I never asked for these services. I went back over past statements and found four more charges for these two items. The charges are as follows:

ID Protection: 12/28/07 - $11.99 Payment Protector: 01/02/08 - $121.11
11/28/07 - $11.99 12/02/07 - $109.59
10/28/07 - $11.99 11/02/07 - $101.45
09/28/07 - $11.99 10/02/07 - $ 92.09
08/28/07 - $11.99 09/02/07 - $ 81.63
Total - $59.99 Total - $505.87

Over-The-Limit-Fees - $70.00. GRAND TOTAL - $635.86

I called Customer Service at 800-945-2000. Little did I know at the time that I would get the run around for the next THREE HOURS. I was told to call Payment Protector at 888-314-4371. They said they would investigate. I was then told to call to call ID Protection at 800-362-8182. This is when things went down hill. ID Protection said they could take care of the last two months but I had to go back to Customer Service to deal with the rest. I went back to Customer Service and was told to go back to ID Protection. They in turn told me to go back to Customer Service, and transferred me there. Once again Customer Service told me to go back to ID Protection. I asked for a supervisor. The recorded voice said there would be a 10 minute wait. After 25 minutes (and this is not an exaggeration) a supervisor came on the line. I told him that I had been shuffled between the two depts. All I remember him saying to me is hello, then, he transferred me back to ID Protection where once again I was told to call Customer Service. I couldn’t believe it. By this time I was getting very annoyed with the people I’d been talking too. I asked for a supervisor at ID Protection. After a long wait, a supervisor came on the line. She told me to go back to Customer Service and transferred me. I couldn’t believe the rude and unprofessional service I was receiving. This back and forth went on for much longer. They also gave me the nos. 800-687-9201 and 888-283-7682. But nothing changed. I was still getting the same run around. I then got a hold of the same supervisor at ID Protection again. This time she very bluntly told me she had already talked to me, and there was nothing she could do. I told her again, like I had told her many times before, I did not order this service, and I am not going to pay for it. She said that would be reflected on my credit report. I then gave this supposed “customer service professional” a piece of my mind. She hung up. I then called Customer Service again. Finally, after talking to several more people who did not know what to do, I got a hold of a woman who gave me your PO Box No. 15298. Why didn’t anyone else tell me to contact you? Are you going to investigate this matter?

I cannot understand why I was so rudely and unprofessionally treated. Many (not all) of your people, especially the supervisors, were discourteous, incompetent and had an “I could care less attitude”. Is this the kind of customer service that Chase tolerates or condones? I sincerely hope not.

Please investigate these Chase Card Services mistakes. I want to be reimbursed for the grand total above, plus any interest and finance charges incurred. I have enclosed copies of the statements that I have concerning this issue. Please check the previous month’s statements that I do not have.

Thank you,