Chase not being flexible with customers hurt by the outage
On Wednesday, a Chase official made the following statement:
“If a customer incurred a late fee during this outage, they should call us via telephone banking or go into a branch, and we will rescind that late fee,” she said. “If they incurred these fees during the outage because they could not make a payment any other way, then it is our responsibility and we will refund that late fee.”
The language sounds like it is specifically crafted to give them an easy out by just claiming a customer didn’t try every other way to make a payment, and it looks like they are already availing themselves of this. Here is a comment we received:
I finally was able to get in yesterday afternoon as I needed to pay my 2 cards – they were due on the 15th. It was after the 5 p.m. EST cut off time (I’m on PST). I called and got customer service, as I wanted to know if I could pay at a branch. My only option: pay $14.95 to have them take the payment and process effective the due date. $14.95 per credit card. I wanted to know how they could charge this fee when they have been down. Her response: you had the option to call our number and pay via our automated system before 5 p.m. EST. Great. I always pay online from where I’m at. I didn’t have any of my info (phone #, credit card #, bank account #). Seriously sucks.
C’mon Chase, you seriously messed up and not everyone had time to wait on an extended hold on you seriously backed-up telephone banking or make it into a branch. You should be waiving fees like this left and right.
Bad bad Chase, outages | admin September 16, 2010
3 Comments
Other Links to this Post
RSS feed for comments on this post. TrackBack URI
By Jerry, September 20, 2010 @ 5:34 am
That does suck!
Consider scheduling a payment well ahead of time to be triggered on the date you choose. At least you will have documentation that a payment was expected to be made on a specific date.
By john, September 24, 2010 @ 4:41 am
chase is most bad banks i had seen,after i pd my balance in full,they charge me $1.5 interest ,i donot think they suppose do that, i thought i donot have bill next month, they charge me late fee 4 i donot supppose have, i hate chase!its 2nd time they did this
By john, September 24, 2010 @ 4:42 am
i hate chase