topic Re: Trying to Get My CFU Enrolled in Chase Pay in Personal Finance

Trying to Get My CFU Enrolled in Chase Pay

iheartwings — Fri, 04 Jan 2019 20:35:02 GMT

Perhaps there is a reason why ChasePay isn't all that and a bag of chips.

TL;DR:

Long call trying to get my CFU added to ChasePay. Involved following:

Number of CSRs: 7

Number of times I had to verify via OTP code texted to me: 5

Length of call: 2 hours 5 minutes

I just wanted to share this story in case any of you ever run into this issue:

I was approved for the CFU at the end of November. The card wasn't immediately available in ChasePay, and I assumed it was because it was too new. I wasn't too worried as I was still getting 5x UR via CF for 4Q. There are some places where I can use ChasePay that aren't category spending, though not a big deal until this month.

Fast forward to today, where I am doing some CC housekeeping, and notice I still can't use ChasePay for my CFU. My settings on Chase.com says that the card cannot be used at this time and to call the 888 number for more information.

So, stupid me, I call...I press 0 to get a CSR. The first CSR can't help me because it was a technical issue, and so begins the transfer game. Speak to CSR #2, who tells me that the card exists, but hasn't been activated (not sure how that is, since I did the bulk of my Christmas shopping on the card, so I know it's activated). Get forwarded to CSR #3 who says I was transferred to retail banking and can't help me. Transferred to CSR #4 who says my card is activated and doesn't understand my issue, so it must be an online issue. Transferred to CSR #5 who understands the issue, unenrolls the card, and then instructs me to add the card by tapping on the + sign in the ChasePay app, which doesn't exist. *facepalm*

Eventually, I was transferred to CSR #6 (I think #2, #6, and #7 were online support reps). CSR #6 goes through everything I went through with the 5 previous CSRs. CSR#5 actually stays on the call with CSR#6 for about 2/3 of that interaction (and given the inability for CSR#6 to grasp the issue, I hope CSR#5 sympathized with my angst). After she disconnects, CSR#6 tries to tell me that the card is ineligible for ChasePay, but then proceeds to have me check the Chase website to see if the card is eligible (which it is). I finally tell him that I respectfully disagree with him, thus prompting transfer to CSR #7.

When I finally get to CSR#7, I have to go through account verification all over again. I look at the call timer on the phone - at this point, I had been on the phone for 1 hour and 58 minutes. I apologize in advance to the CSR if I sound frustrated, and explained that I had been on this call for almost 2 hours without resolution. She puts me on hold, tells me that the card was still listed as not activated, but that she was able to activate it, and all I had to do was unhide it in the app (btw, all cards show in the Wallet section regardless if hidden). I restarted the app while on the phone, and the card finally was there!

Here's the kicker - CSR#7 fixed my issue in 7 minutes. Riddle me this, why couldn't this get fixed sooner (like, say...CSR#2 who also noted the same issue)? And, how did I have the patience to deal with this just get my extra .5UR/$ on notcategorical spending purchases? (I doubt we'll get the answer to that one ).

Re: Trying to Get My CFU Enrolled in Chase Pay

zerofire — Fri, 04 Jan 2019 23:57:32 GMT

Well it is a Chase Freedom Unlimited so that call could have taken years. The good thing is that you only have to go through that once. I think the main issue is that Chase as a giant gorilla of a bank sometimes does not completely understand its own software. This coupled with customers that sometimes do not push hard enough on the correct solutions the results can get as bad as what you saw. It seams like your card had to be manualy activated for just Chase Pay for some reason. I would have pushed Rep 2 for a manual activation as soon as I heard that it was not activated. You can be surprised at how bad some programmers set the scope of their software.

Re: Trying to Get My CFU Enrolled in Chase Pay

iheartwings — Sat, 05 Jan 2019 00:14:04 GMT

@zerofire wrote:
Well it is a Chase Freedom Unlimited so that call could have taken years. The good thing is that you only have to go through that once. I think the main issue is that Chase as a giant gorilla of a bank sometimes does not completely understand its own software. This coupled with customers that sometimes do not push hard enough on the correct solutions the results can get as bad as what you saw. It seams like your card had to be manualy activated for just Chase Pay for some reason. I would have pushed Rep 2 for a manual activation as soon as I heard that it was not activated. You can be surprised at how bad some programmers set the scope of their software.

Well, I, for some reason, didn't think it would be so difficult to activate a card when the problem was determined. They also confused the snot out of me because they kept referring to the Freedom Unlimited as just a plain Freedom, too.

Anyways, you know what the say when you assume.

Re: Trying to Get My CFU Enrolled in Chase Pay

UpperNwGuy — Sat, 05 Jan 2019 00:49:32 GMT

Just be glad it wasn't Amex. It would have taken three hours instead of two.

Re: Trying to Get My CFU Enrolled in Chase Pay

iheartwings — Sat, 05 Jan 2019 02:32:32 GMT

@UpperNwGuy wrote:
Just be glad it wasn't Amex. It would have taken three hours instead of two.

Er...if it was AmEx, I would have engaged them in chat first, so I could have at least continued watching the murder mystery I was streaming on Netflix.

Re: Trying to Get My CFU Enrolled in Chase Pay

Anonymous — Sat, 05 Jan 2019 05:54:22 GMT

@UpperNwGuy wrote:
Just be glad it wasn't Amex. It would have taken three hours instead of two.

For those with the Amex Plat, there's a good challenge to the conceirge: "Please get my Chase Freedom Unlimited enrolled in Chase Pay" Save yourself some pain!