CHASE - A total disaster of an operation now

[Anonymous]

Having been a customer of CHASE for about 12 years, I am so totally disgusted with them. What has happened to their credit card operations? You speak to 10 different people, you get 10 different answer, all robotic. Complete wrong information and it like a bunch of idiots running around there now. I have spent over 3 hours trying to do the most basic of things and it is a complete disaster. 

This goes for the main customer service line for credit card, the “lending department” which is totally incompetent, the executive office which seems to not have their act together to problem solve and advocate for their customers and sub par training throughout the organization.

CHASE was pretty **bleep** good, but seems to have fallen off a cliff when I was looking then other way. 

Who else is is having this level of problem with them? I wonder why this is happening?!?

[AverageJoesCredit]

I have really no experience with Chase other than a low approval and a denials but im sure this can happen to many people and from many banks. Anything Chase related here you are bound to open a floodgate of personal experiences and opinions so be forwarned lol. Anything in specific you were trying to do?

[LCC_mk14]

I had the same issue a few years ago when I called to recon a denial because the reasons listed on my report didn’t make sense based on my report at the time. The CSR I spoke to was awful and honestly just rude. It’s funny though because I bank with chase and have never had any issues on that end if i had to call.

[Anonymous]

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@LCC_mk14 wrote:
I had the same issue a few years ago when I called to recon a denial because the reasons listed on my report didn’t make sense based on my report at the time. The CSR I spoke to was awful and honestly just rude. It’s funny though because I bank with chase and have never had any issues on that end if i had to call.

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The reasons given for a denial likely have little to do with the reason you were denied.  They are merely listed because lenders are required by law to give you some reason they denied you, but lenders don't write those reason codes -- FICO does.  Lenders pay FICO in order to abide the law that requires that they give you reasons for denial.  The law doesn't mandate they tell you the actual reason.

Calling a lender to complain about FICO's reason codes is looking at it the wrong way.  Lenders don't need to disclose WHY they denied you exactly.  

Chase is known to rely more on their internal score than on FICO.  Chase isn't mandated to share with you what their internal score is or what their internal reasons are for denial.  Chase has always preferred strong, aged, thick profiles than the profiles us rebuilders have.  The best thing to do with Chase (period) is to wait 5-7 years until your profile is truly perfect for its age, versus get in with Chase when you're rebuilding.

[kdm31091]

Keep in mind that executive offices were originally a place you were referred to after many escalations, not somewhere you just called by yourself. The EO does not underwrite credit applications. They refer your application back to the same underwriting team you spoke to. Yes, sometimes the people at the EO will help plead your case, but they don't reconsider applications on their own.  I don't know your specific issue whether it was a declined app or not, but the EO can only do so much with "advocating for customers" - if lending feels you should be denied,  EO is unlikely to override that judgement.

There's no excuse for rude or bad customer service, but the EO wasn't meant to be a place people called on their own, which is why many banks make it tough or impossible to directly contact them.

[Anonymous]

I'd like to hear from the OP again to find out what exactly happened that has him so fired up.

[Anonymous]

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@Anonymous wrote:

I'd like to hear from the OP again to find out what exactly happened that has him so fired up.

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When I had retail stores I was familiar with the types who would rant about vague issues online and I typically let my worst customer service rep handle them (we logged and noted every customer interaction along with how pleasant or unpleasant they were).

Something to note when working with huge corporations is if you have a long term relationship with them and your tendency is to fly off the handle every time, they probably have it noted and your call may be forwarded to their lowest level customer service automatically.

There's a huge travel company I've worked with for years and whenever I call I always get the sweetest, nicest, most understandable reps.  Every time.  But one of my travel buddies (who is a ranter and raver and gets angry at every possible affront) seems to always get someone without a grasp of language skills who just reads standard responses, lol.  I am positive that my buddy hates the company because of how he's rated internally.

I would not be surprised if Chase manages a similar process.  I've been with Chase over 20 years, I've charged off huge accounts with them, but whenever I call, I honestly get the best reps every time.  They're always 100% helpful.  One time I overdrafted (totally my fault because I forgot to transfer money in) and the rep was super super friendly and removed all the fees and even noted the account wouldn't carry the history.  But from what I've heard from cranky others on Facebook, they're not likely to do these adjustments for them...

Best to approach digital service with the knowledge that they're reviewing how you handle yourself.  

And posting vague attacks doesn't help anyone, because there's no possible way to know what the poster is complaining about.

[Anonymous]

Your assumptions are completely off the mark here. I do not complain without **bleep** good reasons to do so.

The issues are not resolved but should have feedback by next week. Then I will get into details. 

It’s really a failure across multiple people and departments. I am certain there are many others experiencing all types of various poor information and handling. 

There is such a wide gap between my positive experiences with other institutions compared to CHASE this past week, it is quite startling and sad. 

[Anonymous]

Since you continue to be vague, there's not much anyone here can do to agree or disagree.  Once the situation is resolved one way or another, maybe post specifics so the community can interact with you on it, share similar stories or counterstories.

[Anonymous]

At a macro level (the big picture), there seems to be a decline at CHASE. Vast amounts of incorrect information by front line and supervisors alike...poor training. Bad/negative attitudes for no reason whatsoever. They really seem to have forgotten how to take care of and treat customers. It’s across departments.