- Report: #1032339
Complaint Review: Chase - Wilmington Delaware
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Author Confirmed
Why?
Chase
chase.com/creditcards Wilmington, Delaware, U.S.A.
Phone:
800-945-2000
Web:
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Chase can't empower customer service with $39 override Wilmington Delaware
I make auto payments to CHASE mastercard each month. Have done so for over 15 years. All is well.
Payment was due July 30, arrived July 31 - again, auto pay. I was charged $39 late fee and my interest rate went up by 3%. Payment has always been due on the last day of the month - paid on-time for 15 years. This month, the payment due date was one day earlier than the last day of the month. Called customer service. LOL, the customer service rep reprimanded me for not reading my monthly statement, told me to be more careful.
Did not try, in any way to solve the situation.
- disconnected when the cs rep couldn't help me and I asked to speak to supervisor. Called again, both the rep and the supervisor indicated that they did not have the authority to credit me the $39 late fee - my fault not theirs. (1st time late in 15 years, and by 8 hours!!) They simply wanted their $39 and the increase of interest 3%. THE CHASE CUSTOMER SERVICE REPS ARE NOT EMPOWERED TO SOLVE PROBLEMS, SIMPLY, THEY HAVE A SCRIPT AVAILABLE TO COLLECT, CHARGE, AND HAVE NO INTEREST IN SOLVING PROBLEMS OR RETAINING LONG TERM CLIENTS.
This is interesting, because I get e-mails and mailings from CHASE all the time telling me I'm a "preferred customer". LOL, beware - they treat their preferred customers like deadbeats, and have not empowered their customer service reps/sups to look for solutions - but they do have a script.
After 15 years as a loyal and on-time customer of CHASE, they were unable to suggest any remedy for the problem, and, when I said I would close my account with them (over 16k), they said, cool, here's what you need to do...
AVOID CHASE if you actually expect some customer service. They want their late fee more than they want your business. Their agents do not have the authority to solve problems <$100 - but do have the authority to blame customers and close long term accounts.
Micheline
Wheat Ridge, Colorado
U.S.A.
Payment was due July 30, arrived July 31 - again, auto pay. I was charged $39 late fee and my interest rate went up by 3%. Payment has always been due on the last day of the month - paid on-time for 15 years. This month, the payment due date was one day earlier than the last day of the month. Called customer service. LOL, the customer service rep reprimanded me for not reading my monthly statement, told me to be more careful.
Did not try, in any way to solve the situation.
- disconnected when the cs rep couldn't help me and I asked to speak to supervisor. Called again, both the rep and the supervisor indicated that they did not have the authority to credit me the $39 late fee - my fault not theirs. (1st time late in 15 years, and by 8 hours!!) They simply wanted their $39 and the increase of interest 3%. THE CHASE CUSTOMER SERVICE REPS ARE NOT EMPOWERED TO SOLVE PROBLEMS, SIMPLY, THEY HAVE A SCRIPT AVAILABLE TO COLLECT, CHARGE, AND HAVE NO INTEREST IN SOLVING PROBLEMS OR RETAINING LONG TERM CLIENTS.
This is interesting, because I get e-mails and mailings from CHASE all the time telling me I'm a "preferred customer". LOL, beware - they treat their preferred customers like deadbeats, and have not empowered their customer service reps/sups to look for solutions - but they do have a script.
After 15 years as a loyal and on-time customer of CHASE, they were unable to suggest any remedy for the problem, and, when I said I would close my account with them (over 16k), they said, cool, here's what you need to do...
AVOID CHASE if you actually expect some customer service. They want their late fee more than they want your business. Their agents do not have the authority to solve problems <$100 - but do have the authority to blame customers and close long term accounts.
Micheline
Wheat Ridge, Colorado
U.S.A.
1 Updates & Rebuttals
Abidose1
Mansfield,Texas,
U.S.A.
Expectations
#2UPDATE Employee
Wed, September 12, 2007
At what point did longevity become an entitlement? That might have been the case in the 50's when every one knew everyone. But in today's computer age, there is no distinction, from customer for 1 yr or 15. I'm still so confused about why people want to complain about the rules, when they are given them ahead of time, but choose not to read them. If your payment was set up on auto pay, and you are a chase bank customer as well, all you need to do is call up online banking and tell them what happened. They will see when you scheduled the payment and when it was drawn out. Then they will not only correct the problem they will pay the late fee as a courtesy. If your not a chase bank client, then try that with your bank. I know for a fact this is the procedure that chase follows when there is a bank error. Sounds like your first call was to the wrong people. Good luck!
