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Chase Credit Card / horrible customer service!

1 United States Review updated:

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 [protected] 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 He said he needed to correct my birth date and mother's maiden name because they were either incorrect or out of date (?!?!).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.

Oc
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Comments

  • Na
      6th of Mar, 2007
    0 Votes

    As many customer have experience rude service, it is like a night mare. I called Chase trying to get some of the late fee waived on my account. It was totally my fault and I do assume total responsibilities of my actions. I fail to open my mail and never knew they increase my payment amounts. The bank called me to let me know I needed to pay one dollar and some small change and my account is now passed due and is getting ready to go into collection over one dollar and some small change. I paid the account in January a larger dollar amount and yet I never knew they were charge me 39.00 each month because of the one dollar and some small change. I have one question, do you believe Chase Bank would have to close their doors and lay off thousands and thousands of employees due to one dollar and some small change.

    I called the bank today and tried to get some of the late fee waived. My account was seven hundred and some odd dollar amount in December. Now my account has jumped up to 910.00 and some change. I talked with some one from credit card service and the gentle felt as if he needed to put me in my place on how to handle my account. The second person who was the manager or supervisor felt he needed to his point across. They only wanted to help Chase and not the customer. Customers are the reason why we have jobs. He put me on hold, told me I was rude, and transferred me to automotive phone service. The phone service told me I was rude, I was never to call Chase Bank again and my number would be removed from their data base.

    I talked with a woman by the name of Tammy. She told me the lines were recorded and the reason that I was transferred is because I was using profanity. I was shocked. Credit Card service but no service at all. She stated that they would investigate the matter. In my heart, I feel nothing will be done. If anything they all will be given raises along with big promotions.

  • Di
      26th of May, 2007
    0 Votes

    I agree Chase has awful customer service rep. not all but most are. The reason I called was a late fee charge in which I was at fault and was my first and last time I will allow that to happen. Anyhow I wanted it to be waived because I have always been responsible and CitiBank has waived the first late fee before why can't chase step up to the plate. Anyhow the representative was not helpful and he told me it was a valid late fee (DUH! that is why I wanted it waived). Anyhow I asked to speak to his manager and he was the most unhelpful manager I have ever spoken to almost like they don't care about loosing customers. It was like speaking to a wall, but I will continue to contact them until I get it waived or discontinue their services if not.

    I am not blaming Chase for the late fee but I blame them for not keeping their customers happy if it is something reasonable that they can do.

  • Ar
      17th of Jul, 2007
    0 Votes

    On June 16, 2007, I called Chase to request an additional credit card, during this process I was offered the Chase Payment Protection Plan by an aggressive customer service rep which I declined. Despite my protest the Chase customer service representative enrolled me in the plan that charges monthly additional fees based on your account balance and is directly added to your monthly statement. I called, faxed, and mailed a letter to Chase requesting that they remove me from the plan that I did not request. Easy fix right? Chase informed me that they would not remove the fraudulent charge that their customer service representative added and told me that I would have to contact the merchant for cancellation and refund myself.

    Can you say FRAUD!!!

  • Tg
      24th of Jul, 2007
    +1 Votes

    You know too many people complain about things that are their fault but want to blame these big companies claiming they are ripping them off. Do i agree with these companies business practices, NO not all of them but we all have to remember they are in the business to make money just like we would be if we ran our own companies. Most of the complaints you read on these boards are the card holders mistakes and they don't want to take responciablity of that mistake. If your late then your late and your APR will be raised and that is with any credit card. Stop whinnying and crying and step up to the plate and pay your bills on time! Just because you were on vacation or you didn't receive a statement doesn't mean you can't make a payment these companies have 800 numbers or internet sites you can log on to. All you guys are doing is making excuses to why you want to complain. how about the 15 million other Chase card holders that are very satisfy with Chase. Oh to the one those of you who think Credit Card companies can just remove a charge because you asked doesn't mean it can be done YOU DO NEED TO CALL THE COMPANY to get the refund it was your charge quit being lazy. If anyone is a fraud it's most of these people complaining they are fraud because they are claiming to be an adult when they are just immature cry babies! Thats all I have s ay about these people!!! Sorry to be so rude but it just a shame people blame everyone else but themselves!

  • Da
      6th of Dec, 2007
    0 Votes

    I DO NOT HAVE AN ACCOUNT WITH CHASE. PLEASE CALL ME 6018420969 ACCT# 5714

  • He
      5th of Mar, 2008
    0 Votes

    OMG! Have not missed a payment and got a letter in the mail they were reducing my limit by $300- due to my credit report and increasing limit too quickly. I have never been late with Chase. I am going to pay them off asap and never never do business with Chase again. My other cards were more than happy to lower my interest rates and make me happy. Chase will go and do a secret credit card report and then lower your limit. HORRIBLE, stay away from Chase!!

  • Gs
      22nd of May, 2008
    0 Votes

    Respected sir, I am your new coustemer. I am in chennai
    I bought the Axis bank credit card completed one month.
    first i will recieve the credit card by the courier.
    then i did not recieve the pin nmber, bill statement .howcan i know the bill statement date. the coustomer care service is not responsible my call. they did attend my call in chennai. ihave no pin no:, mobile pin, & also i dont know the bill date will u plz send me the details for my mail id or my mobile
    gsk_76@yahoo.co.in

    9941834993

    thanks & regards
    G.senthil kmar

  • Ei
      3rd of Jul, 2008
    0 Votes

    THIS IS IN A LEGITIMATE ATTEMPT TO STOP ALL TRAFFIC BUSINESS ON A CHASE CREDIT CARD THAT WAS TERMINATED DURING LATE FALL OF 2007. MY NAME IS EILEEN C. H. DEDMON, AND THE LAST 8 DIGITS OF THE DESTROYED CREDIT CARD ARE AS FOLLOWS:40859941.

    UNTIL THIS MATTER IS PROPERLY CLEARED, THE NEW CARD THAT WAS MEANT TO REPLACE IT WILL NOT BE USED.

    IT HAS NOT ESCAPED ME THAT YOU ARE BOUND BY STRICT PROTOCOLS NOT TO HELP ME WITH THIS PROBLEM BECAUSE IT IS NOT THE SPECIALTY RESPONSIBILITY OF YOUR DEPARTMENT, EVEN THOUGH YOU ARE A DIRECT CONTACT FOR THE CHASE FINANCIAL ESTABLISHMENT THAT IS SUPPOSED TO BE RESPONSIBLE FOR PROPER CUSTOMER ACCOUNT MANAGEMENT!

    DO NOT TELL ME THAT I HAVE TO GO TO A DIFFERENT CHASE OFFICE TO SETTLE THIS! JUST FORWARD THIS INFORMATION TO THE PROPER DEPARTMENT.

    MY INTENTIONS ON THIS ACCOUNT THAT KEEPS ACCRUING LACK OF PAYMENT INTEREST IS THAT SINCE THE CHARGES THAT WERE LEFT ON THE CARD WERE NOT VALID THAT THERE IS NO REASON FOR ME TO KEEP GETTING NOTICES OF PAYMENT FOR THAT DESTROYED CARD. VERY LITTLE WAS LEFT UNANSWERED ON IT WHEN IT WAS TERMINATED.

    ANY ARBITRATION TO WHICH I CONSENTED IN THE STEAD OF LEGAL PRIVILEGE WHEN I GOT THAT CARD DID NOT INCLUDE MY HAVING TO PAY ON ANYTHING THAT I DID NOT RECEIVE.

    NO AMOUNT OF MY CONTACTING CHASE NOR GETTING MY LOCAL BANK BRANCH MANAGERS HAS PUT A STOP TO THIS PROBLEM AND I AM GOING TO BEHAVE LIKE THE SQUEEKY WHEEL THAT NEEDS THE GREESE IN MY ATTEMPTS TO REPORT THIS MATTER TO THE FEDERAL TRADE COMMISSION.

    YOU TELL THE APPROPRIATE CREDIT CARD DEPARTMENT THAT I HAVE NO INTENTIONS OF PAYING ON THIS CARD WHEN IT WAS NOT SUPPOSED TO BE ACTIVE SINCE IT WAS DESTROYED.

    YOU CAN RETURN A RESPONSE TO THIS E-MAIL AT: erissedna@yahoo.com

  • Kj
      16th of Jul, 2008
    0 Votes

    I agree chase has horrible customer service. I have been using chase credit card over 10 years, and I always pay full and on time. For some reason, I paid one day late last month, and I was charged for late fee this month. This morning I called customer service to try to ask them to waive the late fee. Their were very mean and rude. Then, I called back and ask the rep to close my account, he sounded like chase never appreciated my business at all. After I read all these complaints here, I am glad I am out of chase, no regrets!

  • Sl
      19th of Jul, 2008
    0 Votes

    CHASE customer service sucks!!! They are a very deceptive company and I will NEVER use them again nor will I recommend them to anyone.

  • Ra
      12th of Sep, 2008
    0 Votes

    KJ, exact same situation for me. VERY POOR and PATHETIC CUSTOMER SERVICE BY CHASE. I am planning to publish this reports on our Newspaper & local Journals. I think its high time to go on strike against their pisspoor Service.

  • Su
      20th of Sep, 2008
    0 Votes

    The late fee policy endorsed by Chase is outrageous. I have an accout that was run up by my ex-husband (in my name). The divorce papers he signed said he would continue making payments on the card, but he would only pay if he had money so the balance kept getting higher and (along with other cards) my credit was ruined. Finally, he said he would pay it off and made an $8000 something payment leaving a $260 balance. I am a single mother raising my daughter with no child support and going to school, but I worked long hours at a second job to pay off the balance which was one day late. Of course, it WAS late and I was charged the infamous late fee plus the interest on the balance. I called and told them I would have to work a whole day to pay off the fee and asked if I could have it waived because the account WAS paid off (instead of being in collections) and closed. They said no. What happened to humanity in business? I know I will NEVER have any dealings with Chase again!

  • Sa
      29th of Sep, 2008
    0 Votes

    I agree that Chase is the worst in customer service! I had their credit card for almost 15 years now. I always pay on time and this one time, my minimum payment was suppose to be $330.00 and not realizing I paid $300.oo. I called and asked if they can waive the late fee. I explained to them that usually my minimum is to pay 300.00, and that I did not realize it. I also told them the payment was made on time, just an error in the amount. I asked if they can waive the late fee. They told me they can not do anything about that. I was totally shocked after I had told them, I was a good customer for almost 15 yrs, and always pay on time. She still said there is nothing that she can do about it. I asked the reason why and she said because I did not pay full amount requested. I also told her that my other credit companies would definately work with me, if that issue occcured. I told her I was not happy with their decision and that I will be closing my account with them. The representative was more than glad to do so, but told her I would think about it more. They honestly don't care about their customers. Other companies try to keep your business. They also gave me a huge credit limit, so I don't understand how they operate. I also tried to get my interest lowered a few times because they charge me 23.99% and they would not do it for me. I told them I didn't understand why all my other credit card companies charge me so much less in interest and they do. Every single time they tell me I am not elegible for a lower interest rate at this time. I asked to speak to a supervisor and I got the same response! I am so happy with my other credit card companies and can not wait to pay this card off. I I will never go with chase again!!

  • Je
      16th of Oct, 2008
    0 Votes

    I agree that Chase has horrible customer service. I have been a customer for 10 years now. Then someone stole my cc number and charged $4000 on it. I reported the fradulent charges and my case was transferred to the investigation department to a guy name Ed Clark. Ed treated me like I was a criminal and was completely disrepectual as well as degrading. He insisted that I made those charges and merely forgot. Like someone would forget $4000???? On top of that, he hung up on me. Who hangs up the phone on a customer? Apparently Chase does. When I called back to complain to the manager in charge (nicole Wilson), apparently, I was told that he was just doing his job. So, I am guilty until proven innocent is the way their investigation department works. Nevermind the fact that I have been a loyal customer for 10 years now. Because I file a report about fruadlent charges posted to my credit card & now I am the criminal???!!! I asked to have another investigator handle my case because I do to wish to deal with someone who talks down to me, only to be told that it was impossible. WTH? Besides dealing with the stress of having my cc number stolen, I am suppose to be ok about being treated like a criminal? Nice work, Chase! Very nice way to keep your customer.

  • Am
      6th of Mar, 2009
    0 Votes

    I have a credit card with Chase which I used to pay college tuition for one of my kids, it was a 3.99% rate for the life of the loan. I also have my mortgage with Chase. A long termed customer with Chase, never, ever a late payment on any account, High FICO, good income. I borrowed $25, 000, paying a minimum of $500 per month on the loan.

    What happen next was shocking, after months of paying on the loan, all of a sudden I get a statement in the mail, the minimum payment had gone from $500 to $1207.00, this was shocking, more than 100% more. They had increased the minimum payment by 250%, this was terrifying, I asked them if they could pay their bills if they were raised by 250%, this is especially hurtful when my tax dollars are "bailing the out." To make a long story short, this is the way they decided to help me...by doubling my interest rate, and bringing the minimum back down from 5% to 2%. It is unbelieveable, they spend tons of money to attract good customers, only to humilate and abuse them.

    But that is OK, I was able to tranfer my balance away from Chase with a good rate. I plan to refinance my mortgage now which has less than 9 years left in order to be free of Chase. Unbelieveable.

  • Lc
      27th of Mar, 2009
    0 Votes

    I totally agree that Chase has the worst customer service/call center! I have been a customer with them for over 10 years and last month I made my payment online (which I usualy do) but for some reason it did not post to my account (?) even though they promptly debited my checking account. Long story short I get my next statement and harassing calls saying I missed a payment and a late charge slapped on to boot! I called their service number and was met with nothing but obnoxious people who couldn't care less. The first woman I talked to (Lizelle) said there was nothing they could do about it and I had to prove I made the payment. I had the confirmation number and transaction history from my checking account as proof, but apprently this didn't matter to them. I asked to speak to a supervisor, got a man named John who was just as rude and condescending. After being transferred around I finally found someone who knew what she was talking about (Charice) and says she will waive the fee. I can only hope in my next statement to find that result. I'm not very hopeful after reading other comments. I will close my account as soon as they reverse the fee. Nice going Chase. I hope your management is proud of themselves for your awful service!

  • Pe
      31st of Mar, 2009
    0 Votes

    I have been a Wamu customer for over 2 years. I've always paid my credit card bill on time and over the minimum. I always pay my bill from my checking account, directly into my Wamu credit card online. When I went to pay it online, I found the credit card was now Chase and was no longer connected to my checking account. Because yesterday was Sunday (the due date), I waited until today to get all the info (checking account number, routing number, etc...). I found that they had slapped me with a $40.00 late fee. I tried to get them to wave it. They repeated their mantra "it's a legitimate charge and we can't remove it". I reminded them that it's only 24 hours late and it was because their changes resulted in the late payment. They didn't care. I spoke with a supervisor. Same mantra, same heartless conclusion. These people SUCK. On top of it, the supervisor told me my interest rate might go up from 10% to 27%. I'm going to fight until I find someone with a conscience or a heart. Stay away from Chase!!!

  • Ri
      5th of Apr, 2009
    +1 Votes

    Chase is horrible! I was charged an over the limit fee for less than $ 5.00 This may have been my fault, but I belive it arose from an error at the preauthorization, authorization, but it doesn't matter ... it comes down to me asking for a courtesy for less than $ 5.00 and they informed that Chase is unable to offer ANY credits for ANYTHING and that Disney would let them offer me a credit but reiterated that Chase would NOT offer ANYTHING .. and the representative made the funny mistake of telling me it was recorded when I had him repeat what he said!!

    So, in case you have a Disney card, you should know that apparently Disney is the ONLY one, according to this representative, that has any arrangement with Chase to offer a courtesy to their customers ...and as he pointed it out, our call was recorded!

  • Cu
      2nd of May, 2009
    0 Votes

    Chase Bank has to be one of the worst companies that I have ever dealt with in customer service. I have a Chase Visa card, and recently used a check on this account to pay my 2008 income tax. A few days after the check was mailed, I received a call from Chase stating that some fraud activity may have occurred, and the account would need to be closed. My check to the IRS had not cleared, and the Chase rep said there was no way that this one check would be paid. So, several days later I received a notice from Chase stating that the check was returned, unpaid, and charged me $39.00. I am sure I will be penalized by the IRS, also.
    Most recently, I called to get my new account number, to forward my monthly payment. They would not give me the number, and were of no help at all in how I could get the number. So, I just mailed the payment with the billing that had the closed account number on it.
    I am wondering if they will know what to do with the payment !!

  • Pk
      28th of May, 2009
    0 Votes

    I HATE HATE HATE HATE Chase. I had two credit cards with WAMU for 3 years. I was never late and never went over the limit. Then freaking Chase came along. They changed my due date on one when the transition was taking place and I couldn't go online to see what was happening. Then they took out two payments, which made my checking account bounce AND the payments bounce. So all the fees made my card GO OVER THE LIMIT. Then they charged me an over limit freaking fee. Then they up my interest rate to 29.99% and my minimum due doubled. arggghhhh!!!

    Two days ago I got a letter saying that they will lower the interest to 23% if I set up automatic payment. After a year it would go down to 12%. *sigh* I ABSOLUTELY HATE automatic payments... but, I set it up thinking, "ok... maybe this will help".

    Now, guess what. Yesterday I get a letter in the mail from them telling me that they are going to cancel charging privileges on the one problem card because it was over the limit (which they MADE it freakin' go!) unless I pay $127 asap. The letter was a piece of customer service work, too. *rolls eyes* They threatened my peace of mind. LOL From the letter "...While we appreciate the regular payments {I never was late.. even with the double payment problem), you risk losing charge privileges permanently if you don't bring your balance under it's credit limit... To avoid collection calls, letters and gain peace of mind, take control of your account balance today by paying $127.00... " JERKS!!!

    I plan on paying this off and drop kicking Chase forever. I wonder how many past WAMU customers are going to do the same. (BTW... they should give back the bailout money they took from us all and just go under! They are a really crappy bank.)

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