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Established Member
Posts: 29
Registered: ‎12-15-2010
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RANT: Chase customer retention backfire!

I'd heard about how if you call to cancel your CCs, you get transfered to that department with special powers who will do (almost) anything to retain your business. Well I tried it and it backfired.

 

First, I have 2 Chase CCs - A Chase Plus 1 student card I got while I was in school with no rewards on it - and a Chase Slate card also with no rewards program. I pay off my balance monthly so the slate program and the low interest rates are useless to me. I want rewards.Anyway, I've received lots of prequal offers for the Chase Freedom by mail, so I decided to call to see if they could switch the slate card to freedom or sapphire. (Didn't want to mess with the student card since it's my oldest LOC). Conversion went thus ... 

 

Me: Hi, I'd like to switch my card to a freedom or saphire

Rep: Checks his system and goes through a whole script of how "At this time, your account is not eligible to be switched and blah blah blah". 

Me: Ok, in that case I'll have no option but close this card, I don't need it anymore and would rather switch

Rep: Ok, let me put you on hold for a moment 

 

At this point I was expecting to be transfered to the customer retention department or something. After 2 minutes, rep gets back on phone

 

Rep: I've put in the close request, and you should see it as closed within the next 15 minutes. I'm sorry we could not keep your business today.

 

I was like WTH!!!!!!! This was my 2nd oldest card, and I would rather leave it lying dormant under my cushions than close it. Worse, he wouldn't reopen without an HP  - which is what I wanted to avoid in the first place. Luckily, I called back and got transfered to an account review specialist who was able to reopen it with an SP. I then called back and tried the whole thing again only to be told "Since your account was recently reopened, it is not eligible for a product switch right now. Please use it for about 6 months and call back to see ... blah blah blah". GRRRRRRRRRRRRRRR!!!!!! So damn pissed!

 

Moral: If you bluff about closing your account to get better features/service, know when exactly to call off your bluff! Seems these crazies are getting wise to our tricks.


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Senior Contributor
Posts: 6,242
Registered: ‎08-16-2012
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Re: RANT: Chase customer retention backfire!

OMG! I thought C1 were the only people who actually close accounts!
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Registered: ‎08-16-2012
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Re: RANT: Chase customer retention backfire!

I don't threaten account closure much haha it's a scary idea to me
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Valued Contributor
Posts: 1,228
Registered: ‎05-10-2012
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Re: RANT: Chase customer retention backfire!

Alls well that ends well, right?  That's funny though.  In the future, if you want to bluff, try asking for a cancellation at your next statement date.  That way it sounds like a legit cancellation, you just want your paperwork to line up.  Then you can call back in and cancel the future dated cancellation.  I assume they can do that.

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Re: RANT: Chase customer retention backfire!


Jutz wrote:

Alls well that ends well, right?  That's funny though.  In the future, if you want to bluff, try asking for a cancellation at your next statement date.  That way it sounds like a legit cancellation, you just want your paperwork to line up.  Then you can call back in and cancel the future dated cancellation.  I assume they can do that.


How long have you had the Slate Card?

Much of the PC stuff has fallen way side to rules they claim are part of credit reform... some truth but not always.  anyway... it's not really reps, it's similar to amex but worse I think... Amex if you have had it over a year or are going down in annual fee they click a certain place on the account and takes them to screen to what is available... otherwise no control and when I have had luck or seen luck on threatening to close and what not that is related to subprime stuff like Best Buy MC, First Premier, etc. who will waive a fee or increase credit line by a $100 or something to try to keep you... I have not really had that happen with Amex or Citi.

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Valued Contributor
Posts: 2,857
Registered: ‎06-08-2012
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Re: RANT: Chase customer retention backfire!

This thread made me laugh. Don't bluff unless you are willing for them to call you on it.


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Contributor
Posts: 92
Registered: ‎11-21-2012
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Re: RANT: Chase customer retention backfire!

WEAK !!!!! LOL...... I thought a gentlemen never went back on a promise...:smileyhappy:

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Super Contributor
Posts: 5,496
Registered: ‎05-23-2009
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Re: RANT: Chase customer retention backfire!

I had a Chase Slate card and I didn't close it. I transferred CL to my new United Explorer Mileage Plus Visa.  

 

 

Ron.

 

 

 

Regular Contributor
Posts: 239
Registered: ‎11-25-2012
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Re: RANT: Chase customer retention backfire!

Sorry to hear about your troubles with Chase ... FWIW, they are (in my experience) notoriously difficult to get anything done with. My Chase Freedom card has been open since 2009, never late, yet my apr is higher that the max they approve new cards for (at 24%).  Ive called multiple times to request a reduction - no dice.  My card has also been a $5000 CL for almost 2 years now, so a few months back I called to see if they would give me a Signature Freedom ... again, nada.  Ive decided ill use that card purely to reap rewards, but I won't make it my daily driver for this reason.


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Valued Contributor
Posts: 1,954
Registered: ‎01-24-2012
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Re: RANT: Chase customer retention backfire!

Do you use the card a lot? It would not make much sense for them to offer money to someone who doesn't use the cards much. Would you really try to save a customer who only made you a few dollars a year?

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