They can’t help themselves

When an organization like Chase has a very good reason to fix a very public problem, and they can’t, that is a clear indication that their organization is incapable. For instance, a woman sold her home and closed out her Chase mortgage, but they started harassing her about tens of missed mortgage payments. She contacted the Chicago Tribune consumer help columnist, a story was written about the incident, and Chase responded and said they would fix the problem, a problem with which she had been getting nowhere. But they didn’t fix the problem and the calls started again.

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