• Report: #271462

Complaint Review: Chase Bank USA

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  • Submitted: Thu, August 30, 2007
  • Updated: Sun, January 27, 2008

  • Reported By:Chattanooga Tennessee
Chase Bank USA
3 Times Square New York, New York U.S.A.

Chase Bank USA Chase Bank Chased Us Away with Credit Card Ripoff - 0% Interest Turns Into Huge Fees Ripoff New York & Wilmington New York & Deleware

*Consumer Suggestion: When dealing with ANYONE in a call center...

*Consumer Comment: Email

*Author of original report: In response to John from New Jersey

*Consumer Comment: Chase Bank's creative policies.........

*Consumer Comment: Chase Bank's creative policies.........

*Consumer Comment: How is any of this the company's fault?

*Author of original report: Chase Bank Card RipOff Update, December 2007

*Author of original report: Chase Bank Card RipOff Update, December 2007

*Author of original report: Chase Bank Card RipOff Update, December 2007

*Author of original report: Chase Bank Card RipOff Update, December 2007

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We had three credit card accounts with Chase, and a virtually PERFECT credit record. Due to a new marriage last year and our finaggling of three houses in the process, we opened a 0% (12 mos) account with Chase to help us through the process. During our moving process, some of our mail was lost (both USPS and email). We did not receive several bills during this transition, and we began contacting our creditors about our account status. We were incredulous to find out on May 20 that we had accumulated numerous finance and late fee charges on our new Chase account (we ALWAYS pay on time). Because we had 3 Chase accounts it was not obvious to us what had happened until we went online and discovered it.

We immediately called Chase on May 21 to clear up the problem, and we were told that "we had requested no more paper statements" on ONE of our accounts! That was NOT TRUE, as we don't have that in place on ANY of our credit accounts of ANY kind. We can only surmise that during the process of changing our address with Chase, somehow the 'statement type' was changed on that one particular account.

In any case, we then offered to pay off that account IN FULL (several thousand dollars) if Chase would forgive us of the extra charges incurred because of the billing problems. Chase agreed, and we provided our bank account information (TVFCU) to their representative, who could barely speak English. We asked that Chase PLEASE CALL US BACK if there were ANY problems with this electronic transfer, and we were assured that everything would be taken care of immediately.

The next day we went online to check the account again and found that our payment transaction had NOT gone through! We were not been notified of this when it happened, even though the transaction date was critical. We then checked with our credit union (TVFCU) and found that the account transfer info we had provided to Chase was exactly right, and the only explanation was that the account number or routing number had been keyed in wrong by Chase. We called back to Chase, insisted on speaking to someone who could speak fluent English, and we initiated another transaction with our regular bank (First Tennessee) since we had made numerous successful transactions with Chase via that bank before. This time we kept calling back to ensure that this electronic transaction DID work, and this was finally verified on May 24.

We later went back online to find that, despite our agreement, Chase had charged us AGAIN for late fees and finance charges on May 23. We called to find out what was going on, and despite the botched transfer - but later success - of our $3,259.40 payment, we were told we STILL owed additional charges because we were LATE. We were passed around to various people who kept insisting that we still owed the various charges for various and sundry reasons, despite the FACT that Chase botched the transfer, which CAUSED us to be late in the first place! We became so exasperated with the run-around that we asked Chase to just close ALL of our accounts completely, because they are IMPOSSIBLE to deal with objectively.

After being transferred to the 'account closing department', we were treated very rudely and curtly by the Chase representative. We were offered 'nothing' for our accumulated 16,000 'rewards' points on this account, and we were treated almost like 'criminals'. We asked for a FINAL STATEMENT on EACH account so that we could COMPLETELY close out the accounts, and we were told that these statements WOULD BE SENT immediately. This was on June 1.

The next thing we received from Chase arrived over one month later, and it was a REFUND CHECK dated June 28, for $1.09. Neither this check nor the enclosed letter listed ANY account number. We later received more regular monthly statements' via USPS for our other two accounts, and once AGAIN found we were charged late fees and finance charges on June 21 for the other account!

We called Chase AGAIN on July 5 to ask what was going on, and we were informed that we would have to talk to the 'account closing department' again!

UNBELIEVABLE!

I called Chase again on July 5 indicating that it would certainly appear that this situation had been put into a 'vicious cycle' that would NEVER END until we simply 'buckled' and paid them the ridiculous charges they were demanding. The Chase representative told me, 'It's a small amount' why don't you just pay it off?'

I was incredulous, and immediately wrote Chase a paper letter outlining everything that had happened. I explained that the REASON I will not 'just pay it off' is because this was NOT the deal Chase agreed to, and this is the WORST customer service I have ever experienced with a bank, credit union, or credit card service in over 35 years!

ALL of the charges we supposedly "owe them" are LATE FEES and subsequent "finance charges" on the late fees!

The bottom line is, we acted in GOOD FAITH to pay Chase off COMPLETELY with over $3,250, ON TIME, on May 21. The mystery of the online-only statements' and the botched transfer on May 21 is responsible for this debacle, and Chase is completely responsible for BOTH of those issues.

Chase now continues to send us regular monthly bills with $29 service charges plus finance charges on this closed account. It's now up to about $170.

I have contacted all three Credit Reporting Agencies, and anyone who looks at our credit report(s) will quickly see that only ONE financial institution has ANY issue with us. Chase has certainly lived up to their name - they have CHASED US AWAY.

Chased-Away
Chattanooga, Tennessee
U.S.A.

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This report was posted on Ripoff Report on 08/30/2007 05:59 PM and is a permanent record located here: http://www.ripoffreport.com/r/Chase-Bank-USA/New-York-New-York-10036-6564/Chase-Bank-USA-Chase-Bank-Chased-Us-Away-with-Credit-Card-Ripoff-0-Interest-Turns-Into-271462. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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REBUTTALS & REPLIES:
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Updates & Rebuttals

#1 Consumer Suggestion

When dealing with ANYONE in a call center...

AUTHOR: John Doe - (U.S.A.)

Make note of the date, time, service reps FULL name, Employee ID #, and a confirmation #. Document EVERYTHING.

Having documentation should alleviate any "he said/she said" situations.
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#2 Consumer Comment

Email

AUTHOR: Brett - (U.S.A.)

How does moving make you lose emails?

Also, if you paid on May 21, and were charged with late fees and finance charges on May 23, you shouldn't be surprised. Even if the rep did do the phone payment correctly, and credited your previous late fees and finance charges, the new fees were charged as your payment was still received late. The fees were (probably) added on your statement closing date, which is always a few days after your due date for the previous billing period.

As May 21 fell after your due date, you shouldn't have been surprised at the new fees. Also, although they may write off one or two fees, you shouldn't expect them to write them all off. Although you may not have received any statements, you knew that you owed money on your cards. To be safe, you should have just sent a payment (preferably equal to previous payments that you have made, as you would know that they would cover the min due) to each of your cards.
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#3 Author of original report

In response to John from New Jersey

AUTHOR: Chased enough - (U.S.A.)

In response to John from New Jersey

I think John missed the complete context of what happened we did not dispute the fact that we had missed a payment and therefore were subject to the original late fees. That was never an issue.

But when we explained to Chase why it happened, we asked if we could repair the damage by paying off the entire balance we owed on the account ($3,250), rather than just sending them a minimum payment plus a late fee. Chase AGREED to waive the fees if we did this, and everyone seemed happy.

The DISPUTE is that, during the transfer process to pay off the account, Chase BOTCHED the original transfer with our bank, and our bank verified this (Tennessee Valley Credit Union). Then, because of the DELAY in this being credited to our account, Chase AGAIN charged us a late fee (this was probably done automatically). We DID pay off the account completely (when Chase finally got the transfer done correctly), but THEN Chase would not take off the new late fees they had charged us during the "delay"!

In addition to these new late fees (and subsequent finance charges), Chase has also eliminated the 16,000 points that we had accumulated on that account, which far exceeds anything they think we owe them. We are NOT trying to "ripoff Chase" - it is completely the other way around.
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#4 Consumer Comment

Chase Bank's creative policies.........

AUTHOR: Adolph - (U.S.A.)

I, too, have had a taste of Chase Bank's invented policies. I had a legitimate charge-back on a Chase Bank credit card. Everything in order, timely and ACCEPTED charge-back by the bank. Actually, they had no choice in the matter. The whole issue was totally within the limitations and policies of the banking industry as a whole, case closed.
.
Shift three or four weeks ahead: Letter from the bank reading "You have five days from the date of this letter to forward all documentation relating to the TEMPORARY credit issued. etc. or the amouunt will be charged back to your account". Say WHAT? This was the result of the bank determining no funds could be recovered from the merchant. I call that tough **stuff**. THEY allowed the merchant access to my card.
.
This "five day" window was one impossible for me to meet, and was not part or parcel to any legitimate banking policies. A letter to my state banking commission outlining this fiasco with a copy sent to the bank sure made this issue a non-issue with the bank. I also sent a scathing letter to the bank with the card shredded and enclosed requesting the account be closed stat! That part was just to make me feel better. Banks....'ya gotta' love 'em.
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#5 Consumer Comment

Chase Bank's creative policies.........

AUTHOR: Adolph - (U.S.A.)

I, too, have had a taste of Chase Bank's invented policies. I had a legitimate charge-back on a Chase Bank credit card. Everything in order, timely and ACCEPTED charge-back by the bank. Actually, they had no choice in the matter. The whole issue was totally within the limitations and policies of the banking industry as a whole, case closed.
.
Shift three or four weeks ahead: Letter from the bank reading "You have five days from the date of this letter to forward all documentation relating to the TEMPORARY credit issued. etc. or the amouunt will be charged back to your account". Say WHAT? This was the result of the bank determining no funds could be recovered from the merchant. I call that tough **stuff**. THEY allowed the merchant access to my card.
.
This "five day" window was one impossible for me to meet, and was not part or parcel to any legitimate banking policies. A letter to my state banking commission outlining this fiasco with a copy sent to the bank sure made this issue a non-issue with the bank. I also sent a scathing letter to the bank with the card shredded and enclosed requesting the account be closed stat! That part was just to make me feel better. Banks....'ya gotta' love 'em.
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#6 Consumer Comment

How is any of this the company's fault?

AUTHOR: John - (U.S.A.)

"During our moving process, some of our mail was lost (both USPS and email). We did not receive several bills during this transition, and we began contacting our creditors about our account status."

You admit right there that it was your own fault. The companies didn't make you move. The companies are not at fault for you not recieving your bills while you moved. Are any of these companies suppose to follow you around to know exactly where you are?
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#7 Author of original report

Chase Bank Card RipOff Update, December 2007

AUTHOR: Chased enough - (U.S.A.)

The Chase Bank fiasco continues, as Chase refuses to "admit any wrong" in their botched handling of our credit card account in May of 2007.

As of December, 7 months later, they still have not responded to numerous letters we have sent them (some certified), and of course they continue to just send us a new bill every month, adding more finance charges and penalties to our account. The "botched bill" is now up to $272 in "nothing but" late fees and finance charges (for a 0% charge card which was paid off in full - and on time - in May).

Meanwhile, the ever-responsive folks at Chase Bank have CONTINUED to send us CREDIT CARD OFFERS out the ying-yang (we have received over 20 offers, no doubt due to OUR GREAT CREDIT.)

All three credit card reporting agencies have noted this "bizarre anomoly" with our credit, since it is otherwise perfect. Go figure.
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#8 Author of original report

Chase Bank Card RipOff Update, December 2007

AUTHOR: Chased enough - (U.S.A.)

The Chase Bank fiasco continues, as Chase refuses to "admit any wrong" in their botched handling of our credit card account in May of 2007.

As of December, 7 months later, they still have not responded to numerous letters we have sent them (some certified), and of course they continue to just send us a new bill every month, adding more finance charges and penalties to our account. The "botched bill" is now up to $272 in "nothing but" late fees and finance charges (for a 0% charge card which was paid off in full - and on time - in May).

Meanwhile, the ever-responsive folks at Chase Bank have CONTINUED to send us CREDIT CARD OFFERS out the ying-yang (we have received over 20 offers, no doubt due to OUR GREAT CREDIT.)

All three credit card reporting agencies have noted this "bizarre anomoly" with our credit, since it is otherwise perfect. Go figure.
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#9 Author of original report

Chase Bank Card RipOff Update, December 2007

AUTHOR: Chased enough - (U.S.A.)

The Chase Bank fiasco continues, as Chase refuses to "admit any wrong" in their botched handling of our credit card account in May of 2007.

As of December, 7 months later, they still have not responded to numerous letters we have sent them (some certified), and of course they continue to just send us a new bill every month, adding more finance charges and penalties to our account. The "botched bill" is now up to $272 in "nothing but" late fees and finance charges (for a 0% charge card which was paid off in full - and on time - in May).

Meanwhile, the ever-responsive folks at Chase Bank have CONTINUED to send us CREDIT CARD OFFERS out the ying-yang (we have received over 20 offers, no doubt due to OUR GREAT CREDIT.)

All three credit card reporting agencies have noted this "bizarre anomoly" with our credit, since it is otherwise perfect. Go figure.
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#10 Author of original report

Chase Bank Card RipOff Update, December 2007

AUTHOR: Chased enough - (U.S.A.)

The Chase Bank fiasco continues, as Chase refuses to "admit any wrong" in their botched handling of our credit card account in May of 2007.

As of December, 7 months later, they still have not responded to numerous letters we have sent them (some certified), and of course they continue to just send us a new bill every month, adding more finance charges and penalties to our account. The "botched bill" is now up to $272 in "nothing but" late fees and finance charges (for a 0% charge card which was paid off in full - and on time - in May).

Meanwhile, the ever-responsive folks at Chase Bank have CONTINUED to send us CREDIT CARD OFFERS out the ying-yang (we have received over 20 offers, no doubt due to OUR GREAT CREDIT.)

All three credit card reporting agencies have noted this "bizarre anomoly" with our credit, since it is otherwise perfect. Go figure.
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