In May, somebody stole my Chase credit card number and bought gas with it. Chase dinged the fraud right away and reversed the charge. Happy ending?
No. Chase also declared two other pending transactions to be fraudulent and didn’t give me a chance to say they weren’t. And didn’t tell me they had been declared fraudulent until July 31. But they told the merchants those transactions were with.
One merchant took my word over the phone that there was no problem, and we’re friends again. The other one needs a fax from Chase saying everything is okay before they will unlock my online account so I can shop with them again.
Get on the phone. Chase’s phone menu map online is a lie. I can’t get where I need to go from there. Finally I sift back through emails and find a number from the original fraud alert. Call it.
Nine people, twelve holds, and forty-five minutes later they tell me that my credit card fraud manager is the person who might be able to send the fax. I leave a message with him saying that he needs to call me back.
Three business days later he hasn’t called me back.
It’s so much more convoluted than that, but I’m closing my Chase cards… as soon as I get the damn fax sent. Fuck Chase, because their customer service says nothing but “FUCK YOU!”. I’m talking about actions, not words. The actions are loud and clear.
Did you try sending an email through the secure message center (hah) in your online account? Their phone system is a mess but at least with the emails you don’t waste time waiting on hold waiting for the one guy who can help you.
P.S. If you’re with Chase because you wanted one of the banks with near-nationwide physical presence, wait until you get the pleasures of dealing with BoA or Wells Fargo.
You are eligible for pre-approval on a home equity line of credit. To request more information press"1" or say “one” now. To decline our generous offer continue to hold. Current wait time: sometime early spring.
Thats pretty shitty customer service. When I have had fraud on my bank account associated debit card I get a new card within a week. Until then I just withdrew cash from my account.
I thought that was the normal way to deal with fraud. Cancel the card, and send another to the card owner. Asking the card owner to verify every purchase is pretty poorly run.
I would just start another email address if you want to continue to deal with that online merchant. You can simply pretend to be a new customer. In my experience as a credit card customer service agent, I never saw a situation where anyone at the bank would even bother to fax anything, ANYWHERE, to help out a customer.
Mortgage customer service was different, but…this isn’t a mortgage. Banks have a lot more legal wiggle room with credit cards than mortgages.
@Wesley Clark, they got my new card to me very fast. I have no idea why they disputed transactions on my behalf without checking with me first though Uuughhhh.
@get_lives, I want to do that. I wonder if it will leave an ugly paper trail that will somehow come back to bite me later.
However, the update is that Chase’s Twitter customer service, whom I tweeted about the debacle, “helped” me by doing two things: (1) leaving another voice mail on my case worker’s machine, and (2) filing a complaint about him on my behalf. WHAT THE FREAKING FUCK?!?! So he’s going to get the message, see that a complaint has been filed, and send my case straight to the circular file.
I severely doubt it would cause any problems later, unless they are a pretty small operation. Their database probably only indexes customers by email address, because phone numbers, credit card numbers, names, and addresses can be held in common, can change, etc…
however, if it is a small operation, whoever fills the orders may notice something, and say something to the owner. Do you have any idea how big they are?
But what’s so great about them, anyway? And, even if you are addicted to a particular aspect of them, couldn’t you just buy their stuff on Amazon or eBay from resellers?
Man, that sucks. I got a fraud hit on Chase a couple weeks ago and called them right away (I was notified via email) and the guy listed a couple other transactions and I told him they were fraud and my new card was here within 24 hours.
At least I know now to make sure they go over everything they’re possibly curious about the next time I call in for a thing like this! (Hopefully not any time soon).
I had the same thing happen a few weeks ago and I can’t say enough good things about Chase’s customer service. They got me a replacement card in 14 hours.
I’ve been a long time Bank One and now Chase customer. I have had both my debit card and credit card skimmed (3 times total across the 2 cards in 12 months). Every time they alerted me to the suspicious transactions via text and automated phone call. Every time they verified transaction activity with me and gave me the ability to inform them which charges were valid and which were unauthorized. Every time I had a new card the same day by simply visiting a Chase branch to have a new card/plastic printed.
Me thinks somewhere along the line there is an operator error situation going on.
I have a Chase Sapphire Preferred card and I have never been anything but exceptionally happy with the service. Just like in the commercials, if I call the number on the back of my card, it puts me through immediately to a human-- and any time I’ve called, those humans have been super helpful, friendly, and professional.
Yeah. The number on the back of my card was one of my false starts in this whole debacle. No, they can’t help me. My case manager is supposed to be the last chance of a person helping me.
I’m on day 4 of waiting for him to call me back now.
I give up, though. I’ll sign up for a new Old Navy account and as soon as yesterday morning’s grocery trip charge goes through, I am cancelling both Chase cards. I’m sick of this shit.
Wait wait wait, before you do that…how old are those accounts?
If they’re just 2 or 3 years old, no biggle. If they’re 15 or 20 years old, though, you might want to just lower the limits down to $500 and stop using them. Old, still-open accounts in good standing are really good for your credit score. Don’t cut off your nose to spite your Chase, you know?
