I've only been with Chase for a few months and went to contact them online via "chat" today and didn't see this feature available anywhere. Either I'm blind (which I hope is the case), or the biggest bank in the country doesn't offer a super common and convenient feature that is essentially standard protocol these days among all banks from the big boys down to local credit unions. Instead I had to use their secure message feature, which only adds time to the process of getting a response.
I'm pretty sure they don't have chat. I've been with them for years and have never seen it. Secure messaging is the only option beside calling.
I've been with them for a month and was also looking for a chat feature. NADA. I was a little surprised about that.
Quite a letdown for the biggest bank in America, I must say, to not have chat which literally everyone else has.
What I find even more frustrating, I've used their secure message contact method several times now and every time I get a response to the tune of, "We cannot answer this via the message system, so please visit your nearest branch..." Really Chase? Questions that can be answered in 3 minutes via chat with any other creditor requires me to drive 15 minutes to a branch, waiting in line etc. then driving 15 minutes home? Unreal.
Maybe we should all blast their feedback feature. Add a chat! LOL
Frankly I dont go to many sites anymore that dont have a chat!
I'm definitely going to write a few snail mail letters to the CEO about this. I just find it outrageous the more that I think about it. If they had some great secured message system that got back to you with answers super quick maybe I could stomach it, but when you think about it all a secured message system is really is delayed chat. It's still someone on their end reading what you write and typing a response... except you get the response in delayed fashion and should the conversation need to continue it gets delayed as well. It just seems like added, unnecessary steps. Also it's a cop out if all they are going to reply with is some cookie cutter cut-and-paste BS each time essentially saying, "head to your branch and we'll answer your question there."
I feel like chat wouldn't cost Chase any greater money though and arguably could result in them spending less. You've got to figure that whatever percentage of Chase customers would use chat as their preferred contact method wouldn't have a reason to call CS. So, instead of CS yielding 100% of questions via phone calls, say it drops to 70% phone calls and 30% of those people move to chat. CS would need less people manning the phones due to reduced calls and those people could just take on the job of chat. I'm sure there are other factors to consider here, but if it didn't make financial sense to have chat I don't see why 99% of creditors out there offer it. Maybe that's why Chase is the most profitable bank in America. They're saving tons of money on not offering chat.