Jan 31 2011
Chase Bank Online Banking Mortgage Customer Experience
 
Here’s the latest response this morning from Chase regarding my online payment problems, where a payment had been scheduled and it was reset and disappeared. Isn’t the automatic payments supposed to be set and forget except to watch it once a month. Now with Chase I have to manually make each payment and make sure it went through because now auto payments don’t work, and manual payment settings could be lost or reset. The crazy story continues. I hope someone exposes Chase for their bug laden online system.  I’m tired of hear their excuses.
———————————————————–
Dear Victor:

I am writing in response to your Internet inquiry to Chase
about your home mortgage loan.

On xxxx, we received and appliedxxx as
your January 2011 payment, effective xxx.

Your mortgage payments are due on the first of the month,
and are considered late on the second. However, you have
15 days from the due date to make your payment without
paying a penalty. If we receive your payment by the 16th
of the month, we will not assess a late charge.

If the 16th falls on a Sunday or a holiday, the late
charge date moves to the next business day, and late
charges are applied after cash processing on that day.

We offer the following payment options:

1. FastPay (Check-by-Phone)
2. Western Union Quick Collect
3. Chase Branch
4. Autocharge (Automatic Debit)
5. Chase Online Banking
6. Check or Money Order

If you want additional information about any of the
payment methods listed above, please e-mail us again with
your request.

We have forwarded your inquiry to Chase Online, however,
if you require immediate assistance, please call Chase
Online Banking directly at 1-877-242-7372. Our
representatives are available to assist you 24 hours a
day, seven days a week.

If Chase does not receive your mortgage payment by the due
date, your loan will eventually become active in the
Collections Department’s system. The Collections
Department will try to contact you, either by an
auto-dialer or a collector, to bring the loan current
early in the month or to make payment arrangements.

Although you may have a payment scheduled through Chase
Online, the account is still considered past due until
those funds are received and applied by Chase. If you
want Chase to stop collection calls, you must send a
written request (also called a Cease and Desist letter),
including the following:

– Loan number
– Property address
– Mailing address
– Phone number (s) they want Chase not to call
– Your signature

Please mail the Cease and Desist letter to the Collections
Department at:

Chase
Attn: Collections Department
Mail Code: OH4-7356
3415 Vision Drive
Columbus, OH 43219-6009
Fax: 1-614-422-7912

Chase’s goal is to provide the highest level of quality
service. If you have questions about your mortgage,
please contact Customer Care at 1-800-848-9136.

We appreciate your business and value our relationship
with you.

Thank you,

Larry Thode
Vice President
Customer Care

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You still don’t get it. Your system failed, and you continue to deny there’s a problem with your systems. Not only has customer service failed miserably but your online system is defective and does not work as I was promised by representatives from your company.
Please provide me with the name and number of the President of Customer Services and Operations so I can take this up with someone who perhaps cares about fixing a bad customer experience with Chase.

You still don’t get it. Your system failed, and you continue to deny there’s a problem with your systems. Not only has customer service failed miserably but your online system is defective and does not work as I was promised by representatives from your company.Please provide me with the name and number of the President of Customer Services and Operations so I can take this up with someone who perhaps cares about fixing a bad customer experience with Chase.

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