Jan 21 2011
Chase Bank Customer Service Experience

The battle with Chase continues, their system failed and all they can do is either make feeble attempts at customer service or fail to respond all together.  Firs the credit showed and then it disappeared then it showed for half. What a messed up system Chase has. Is it about the people or the systems? I imagine it is both in this case…

Updated: Jan 28, 2011:

Dear Victor:

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

We have removed 50% ($27.94) of the $55.89 late fee from
your account. We cannot remove the remaining $27.95. You
may pay the late fee when you have funds available. We do
not charge additional interest for unpaid late fees.

We have forwarded your online issue to the appropriate
department for review, 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.

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

—————————————–

Updated:  Jan 26, 2011:

Here’s a response I finally received after four messages on the Chase online system.

—————————————–

Dear VICTOR:

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

Your opinion will be helpful as we plan enhancements to
better accommodate our mortgagors.

We apologize that the Chase website did not meet your
expectations.

We would like to provide the service you requested for,
but we are unsure of the action you want us to take.
Please provide us with your specific question or request,
and we will respond as soon as possible.

If you need help online, please contact Chase Online at
1-877-242-7372. A representative is available to assist
you 24 hours a day, seven days a week.

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

———————————-

Jan 21, 2011
Updated: So my horrible experience with Chase Bank continues.
This afternoon I received a call from a collections “rep” could hardly understand what he was saying, the call came to my OFFICE! Chase how could you have the poor taste to call people at their office.
The number the rep gave me was (877) 472-9844. I was polite and explained that I did not ever want to me called at my office for any reason from Chase.
He could not help me with the matter of the Chase Online system not properly working, or the fact that the auto payment system was apparently disabled somehow. I set a payment to auto pay and it never went through. Now Chase has figured out a whole new scheme to charge its customers fees, Chase is going to make it super hard for you to pay your bill automatically, as a matter of fact you can’t use autopay recurring.
Even Bank of America who I had my account with for 10 years never had this problem! Always on time!
Chase you have some serious problems to address. I would never do any banking with your company ever, because of the problems I have had and they way your customer service works.

As a matter of fact I wish I could get someone other bank to take my loan away from Chase.

So I was then given another number by the rep I spoke with for customer service. (800) 836-5454, this apparently is still collections from within Chase. They wanted me to speak with the Online group, which as we know from previous experiences is an outsourced operation from who knows where, I believe it is overseas, India, or China.

This was my experience from October to November:
Just had a horrible experience with Chase Bank.  Called (800) 848-9136 for support.

Trying to schedule an auto payment with their online system and I can make a one time payment, but not a repeating payment.

After numerous calls and being asked to use a different browser, what I got was an email to send a screen shot of what I received. Which was not an error, but just a regular screen for automatic payments.

I had talked to the Assistant Vice President of Online Banking, Abiola Abrams, who seemed to have a chip on her shoulder, talking down to me at times. After over 30  minutes on the phone with her, I had a case number which took about 5 minutes to generate.

tbcm.screenshots@chase.com is the email I sent the screen shots of what I received.

Here’s one of the cryptic errors I received when trying to setup the automatic payments manually with bank account and routing info, which was the same info I used when setting up an external account.

How many times does the error have to repeat. “Unable to complete transaction. We were unable to process your request. Unable to process your last transaction (99900). ”  Almost as cryptic as a Windows error.  And then nobody at Chase has any idea. They have to pass it on to their “technology partner”.  Who in the world develops commercial consumer business interfaces  that are released and used by millions of people that are half baked.  I had considered doing more business with Chase, but after this experience, there is little chance I will do any more business with Chase other than the loan.

Another issue is that the screens Abiola was looking at where different than mine. Which doesn’t make for a good customer experience….

Carlos Ruiz is the Vice President of Online Banking. That’s the name of Abiola’s manager.   The position was very vague as explained by Abiola.

The online banking support (877) 242-7372.

I am now in the process of calling back Abiola Abrams (713) 262-1349 in Houston Texas.

Another conversation that went around in circles. Abby or Abiola Abrams states that I do not have the “opportunity” to setup repeat payments, because of something the mortgage group has “recently” decided…

10.20.10 – Katrina Maynard – Online banking. There is an issue. The date it would be fixed, is Nov 15, 2010.  Works Carlos Ruiz. Works in research. (713) 262-1574.

Conclusion: That Chase has serious communication issues with its customer service and customer relations.  I spent several hours and after speaking to no less than 10 people at Chase the best answer I got, was that Chase is aware of the problem and it was schedule to be fixed on Nov 15, 2010!  Here’s a news flash Chase….. get with the program, you should at least post some kind of “English” message that alerts customers trying to make auto payments.

So far Chase rates a 2 out of 10 for customer service.  and would not plan on doing any additional banking with them… to bad I had no control who purchased my loan.

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