Comments on: Lessons Learned from Confessions of a Chase Representative http://www.bargaineering.com/articles/lessons-learned-from-confessions-of-a-chase-representative.html personal finance blog with anecdotes, advice and commentary. Sun, 12 Feb 2012 23:30:41 +0000 hourly 1 By: Shawnel http://www.bargaineering.com/articles/lessons-learned-from-confessions-of-a-chase-representative.html/comment-page-1#comment-300316 Shawnel Thu, 19 Mar 2009 20:16:06 +0000 http://www.bargaineering.com/articles/lessons-learned-from-confessions-of-a-chase-representative.html#comment-300316 I've been waiting on Chase Mortgage to refund my double paid city and county taxes for over 4 months now. Every time I call it is still in processing and it is going to be 2 more weeks or 30-60 days. I don't see how this is right to make me wait this long for money that is mine when they made the mistake. I've talked to a manager and everything but they are still making me wait. Not very good costumer service if you ask me. I’ve been waiting on Chase Mortgage to refund my double paid city and county taxes for over 4 months now. Every time I call it is still in processing and it is going to be 2 more weeks or 30-60 days. I don’t see how this is right to make me wait this long for money that is mine when they made the mistake. I’ve talked to a manager and everything but they are still making me wait. Not very good costumer service if you ask me.

]]> By: Brenda http://www.bargaineering.com/articles/lessons-learned-from-confessions-of-a-chase-representative.html/comment-page-1#comment-284207 Brenda Sat, 20 Sep 2008 00:00:07 +0000 http://www.bargaineering.com/articles/lessons-learned-from-confessions-of-a-chase-representative.html#comment-284207 I have had multiple accounts with Chase and never once had a late payment. I had a Chase credit card that I hardly ever use. Recently I had one late payment on a balance of $25 (only because I forgot I used the card) and they socked me with a $15 fee. Everyone refused to waive the fee. I canceled my card and will NEVER have business with them again. The last time I had a late fee with a different card, about 3 years ago, they waived the fee because it was the only time it ever happened. Not Chase. This customer is gone. I have had multiple accounts with Chase and never once had a late payment. I had a Chase credit card that I hardly ever use. Recently I had one late payment on a balance of $25 (only because I forgot I used the card) and they socked me with a $15 fee. Everyone refused to waive the fee. I canceled my card and will NEVER have business with them again.

The last time I had a late fee with a different card, about 3 years ago, they waived the fee because it was the only time it ever happened. Not Chase. This customer is gone.

]]> By: AnotherChaseRep http://www.bargaineering.com/articles/lessons-learned-from-confessions-of-a-chase-representative.html/comment-page-1#comment-224467 AnotherChaseRep Sat, 15 Mar 2008 05:43:02 +0000 http://www.bargaineering.com/articles/lessons-learned-from-confessions-of-a-chase-representative.html#comment-224467 I am also a Chase rep and I completely agree with the prior rep. * Treat me like a person and I will treat you like a person. I am just doing a job. I am not your enemy. * The longer you take to get to the point or the longer you "rant & rave" just makes other customers wait longer. Have you ever stood in line behind someone who was taking forever for no reason? A call center is the same, there are many people "standing in line" behind you. Get to the point. We want to help you AND the other people waiting behind you in a reasonable timeframe. You don't want to wait on hold ten minutes, don't make others wait on hold for ten minutes. * Why do you wait on hold to hear your balance? The automated system has the same information. Why wait? Let the reps help those who actually need help. * Want to give your opinon? Write a letter. We are not the complaints department. Giving your opinion to a rep doesn't go anywhere. Writing a letter will be forwarded to someone with decision making ability. If enough letters are received relating to the same issue, that's how changes are made. * Please, Please, Please.... take more than one credit card with you when you are travelling. Then you are not stuck if we have computer issues, or the card is being declined because of security issues. * Fill out your surveys. You want to make a change? This is the most useful method. The surveys WILL be read by the "top dogs". I am also a Chase rep and I completely agree with the prior rep.

* Treat me like a person and I will treat you like a person. I am just doing a job. I am not your enemy.

* The longer you take to get to the point or the longer you “rant & rave” just makes other customers wait longer. Have you ever stood in line behind someone who was taking forever for no reason? A call center is the same, there are many people “standing in line” behind you. Get to the point. We want to help you AND the other people waiting behind you in a reasonable timeframe. You don’t want to wait on hold ten minutes, don’t make others wait on hold for ten minutes.

* Why do you wait on hold to hear your balance? The automated system has the same information. Why wait? Let the reps help those who actually need help.

* Want to give your opinon? Write a letter. We are not the complaints department. Giving your opinion to a rep doesn’t go anywhere. Writing a letter will be forwarded to someone with decision making ability. If enough letters are received relating to the same issue, that’s how changes are made.

* Please, Please, Please…. take more than one credit card with you when you are travelling. Then you are not stuck if we have computer issues, or the card is being declined because of security issues.

* Fill out your surveys. You want to make a change? This is the most useful method. The surveys WILL be read by the “top dogs”.

]]> By: mbhunter http://www.bargaineering.com/articles/lessons-learned-from-confessions-of-a-chase-representative.html/comment-page-1#comment-217245 mbhunter Mon, 11 Feb 2008 10:24:19 +0000 http://www.bargaineering.com/articles/lessons-learned-from-confessions-of-a-chase-representative.html#comment-217245 CFO: There are other Chase cards that pay rebates monthly as credits to your account. CFO: There are other Chase cards that pay rebates monthly as credits to your account.

]]> By: Lazy Man and Money http://www.bargaineering.com/articles/lessons-learned-from-confessions-of-a-chase-representative.html/comment-page-1#comment-216198 Lazy Man and Money Tue, 05 Feb 2008 23:49:03 +0000 http://www.bargaineering.com/articles/lessons-learned-from-confessions-of-a-chase-representative.html#comment-216198 CFO: These thoughts aren't unique to Chase - all credit card companies feel the same way and have the same game plan for how to treat customers. CFO: These thoughts aren’t unique to Chase – all credit card companies feel the same way and have the same game plan for how to treat customers.

]]> By: Chief Family Officer http://www.bargaineering.com/articles/lessons-learned-from-confessions-of-a-chase-representative.html/comment-page-1#comment-207641 Chief Family Officer Tue, 08 Jan 2008 04:40:07 +0000 http://www.bargaineering.com/articles/lessons-learned-from-confessions-of-a-chase-representative.html#comment-207641 I read this over at Consumerist too, and thought the most interesting thing was the classifications. It was something of a shock to discover that I'm a nonprofit, completely unvalued customer, and that I would have no leverage whatsoever (I never would have guessed that a threat to take my business elsewhere would result in a "let me close that account for you right now"). I'm really close to earning a $100 check in rewards points on my Chase card, and once that's done, I'm taking it out of my wallet and not using it anymore (I won't close it, since it's my oldest account). I don't use it very much anyway, but this made me realize that I want to minimize my contact with Chase! I read this over at Consumerist too, and thought the most interesting thing was the classifications. It was something of a shock to discover that I’m a nonprofit, completely unvalued customer, and that I would have no leverage whatsoever (I never would have guessed that a threat to take my business elsewhere would result in a “let me close that account for you right now”). I’m really close to earning a $100 check in rewards points on my Chase card, and once that’s done, I’m taking it out of my wallet and not using it anymore (I won’t close it, since it’s my oldest account). I don’t use it very much anyway, but this made me realize that I want to minimize my contact with Chase!

]]> By: RacerX http://www.bargaineering.com/articles/lessons-learned-from-confessions-of-a-chase-representative.html/comment-page-1#comment-207476 RacerX Mon, 07 Jan 2008 17:56:31 +0000 http://www.bargaineering.com/articles/lessons-learned-from-confessions-of-a-chase-representative.html#comment-207476 Thanks for linking to that post. It was really interesting and will provide fodder for the next time I call my card companies. Thanks for linking to that post. It was really interesting and will provide fodder for the next time I call my card companies.

]]> By: Frugal Dad http://www.bargaineering.com/articles/lessons-learned-from-confessions-of-a-chase-representative.html/comment-page-1#comment-207459 Frugal Dad Mon, 07 Jan 2008 14:29:26 +0000 http://www.bargaineering.com/articles/lessons-learned-from-confessions-of-a-chase-representative.html#comment-207459 I used to be a call center representative for a 3rd party processor that handled outsourced credit card customer service, etc. I agree with all of the above, particularly the points about being civil and getting to the point. Most call center reps are judged on productivity (number of calls, low talk time, etc.) and quality (through monitored or recorded playbacks). Keeping your story short helps the rep's efficiency and they are more likely to pay you back through a fee waiver. I used to be a call center representative for a 3rd party processor that handled outsourced credit card customer service, etc. I agree with all of the above, particularly the points about being civil and getting to the point. Most call center reps are judged on productivity (number of calls, low talk time, etc.) and quality (through monitored or recorded playbacks). Keeping your story short helps the rep’s efficiency and they are more likely to pay you back through a fee waiver.

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