Complaint Rating:

After reading other Chase Credit Card complaints, I am glad I'm not alone, but at the same time, it's sad that Chase has not woken up to their horrible customer service. I'm going to get out of my credit card as soon as I can use or transfer my airline miles.

The poor customer service started in December when I was trying to fix a problem that seemed to lie with my Chase Credit Card online management service. The representative I was speaking with gave me huge attitude and kept telling me something had to be the way it was. I specifically asked if this would cause any problems in the future, and he assured me that it wouldn't.

It is now January, and a similar problem occurred.

I called their Personal Credit Cards for Online Account Management line at 1-800-432-3117 to dispute a late fee that seemed to be a result of a change on their website, which prevented access to my account. After an hour on the phone talking to five different people, I supposedly got the late fee waived. (I explain the "supposedly" later in this complaint.)

Representative #1
The first person I spoke with was ridiculously rude. She kept repeating, "There is nothing I can do about that ma'am" without valid reason as to why. She finally transferred me to someone in online banking.

Representative #2
This man was very friendly but did not help me solve the issue for which I called. He said he needed to correct my birth date and mother's maiden name because they were either incorrect or out of date (?!?!). He three-way called someone with the authority to change that information on my account.

Representative #3
This man was also very friendly and simply did his job: update my date of birth and verify some other information. I asked why he needed to do this all of a sudden, and he said he didn't know the answer to that. All he knew was that the information in the database was wrong. Representative #2 then transferred me to someone in the credit card department to deal with the late fee.

Representative #4
This woman is the worst customer service representative I have dealt with. She also kept saying there was nothing she could do about the situation. (Perhaps that mantra is Company protocol?) As I continued to explain the situation, she kept trying to point out that the problem was not with Chase, and therefore, there was nothing she could do. I asked to speak to her supervisor or manager.

Representative #5
I was transferred to another woman who said she was the supervisor. She is the second worst customer service representative I have ever dealt with. She unsuccessfully tried to point out inconsistencies in my explanations. She caught me off guard a couple times; she was good at redirecting the argument. But I stuck to the facts, which she ultimately could not argue with. She put me on hold as she spoke with someone in the Internet Department. After returning to the call, she said she was told to just waive the late fee and to give me the benefit of the doubt since no one could understand the situation. I asked for her name and a reference number that I could cite in the future in case the fee waiver did not go through. She gave me her name, title and location. But she said there was no reference number.

Does anyone else find this a bit strange? Every other company I've dealt with who has made any adjustments to an account always has a reference or confirmation number to document the action. This is why I wrote that I 'supposedly' got the late fee waived. So I'll have to wait for my next statement to see if the fee had indeed been waived. But I highly doubt it. If these are truly representatives of the company, I do not want to be associated with them longer than I need to be.

As noted in the other complaints, my credit card was offered initially by FirstUSA and then by BankOne. Both companies had heavenly customer service, dealing with all inquiries quickly, kindly, and reasonably. They seemed to always give the customer the benefit of the doubt. These most recent Chase representatives seem to always give themselves the benefit of the doubt.

Now, I must note, not all Chase representatives I've dealt with have been this bad -- just these crazies I've encountered in the past couple months.

I cannot seem to find anywhere on their website to file a complaint. I'm debating whether or not to make another phone call. Ugh, but I do not want to spend another hour on the phone. In any case, I will soon be closing my account with them.