• Report: #526009

Complaint Review: Chase Credit Card Division.

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  • Submitted: Thu, November 19, 2009
  • Updated: Fri, November 20, 2009

  • Reported By: unhappycamper999 — Pataskala Ohio United States of America
Chase Credit Card Division.
Internet United States of America

Chase Credit Card Division. chase visa credit card Interne

*Author of original report: rebuttal to the person who t hinks it doesnt make sense

*Consumer Comment: Does not make sense..

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Chase Credit Card division has basically called me a liar.  Everyone should cancel their Chase credit cards.


I had WAMU visa for several years.  Last year they were bought by Chase and it has been downhill since then. This month due to federal regulations, credit card minimum payments have increased.  Ok that is fine.  My other credit cards went up by $20-$50 at most.  My chase card went up by $100.  I was looking at the online website at chase.com to see exactly how much it went up by when i noticed i had a late fee.  This does not make sense to me because what I do normally is the first week of the month, i go in and pay my credit cards online and I look at what my due date is and will  normally pay it a day or two ahead. My due date in October was the 20th and I knew I was moving on the 18th, so i decided not to do it a day or two ahead but right on the 20th.    My payment history is now showing that I paid it on Oct 21 and is giving me a late fee.  So I figured ok.. let me call Chase Credit cards and explain the situation.. They should be understanding and waive that fee since its the first time ever and it was a mistake on their website, right?  WRONG! I called and talked to a regular customer service rep and she said there was nothing she could do.  So i asked for a supervisor.  The supervisor came to the phone kind of laughing and said her name was Jen.  i have worked in customer service for 17 years and i know you do NOT come to a supervisor call LAUGHING!!  I explained that I pay online and I told it to pay on the 20th and for some reason it took it on the 21st and can she take the late fee off.  She said no.  she said she cannot remove a late fee unless there is a computer error and her computer does not lie and there was no computer error (basically calling ME a liar).  She told me she could see that I logged in on Oct 2 and made the payment but she said it shows that i made it for Oct 21.  I told her I definitely did not.  Why would i tell it to pay it one day late? that does not even make sense! She told me that an email wouldve been sent to me letting me know the date it was being taken.  The problem was i was in the process of changing over to a new email address.. so IF that email was ever sent, i never saw it.  REgardless, if she looks at my history she will see that I ALWAYS log in early in the month, make my payment for a few days before the due date and i have never paid late.  At first she couldnt even understand how i paid.. she said if i paid by telling my checking account to send a payment that i have to give it a day or two to get to them.  I told her that no, i paid it directly to the online services for the credit card.   It says as long as it is paid before 4pm that day it will be taken the same day.. Well when i put the payment in 19 days in advance i have no control over when their system takes the payment.She just kept repeating that her computer doesn't lie and she cannot take off the late fee.  So then i decided to ask her about the payment being higher.  I knew it was because of the government but when you clicked on the little question mark online next to "miniminum payment due", it gives a few paragraphs explaining why the payment is more and it says "we recognize that higher minimum payments may create a hardship for some people..we have several options available to assist you.  Please call the toll-free number on the back of your card and an advisor will be happy to...explains options to address your specific situation."    (first of all, i still had the WAMU card.. so i did NOT have a phone# on the back of my card.. I found this several places on the internet.. it was hard to find a number to call)   I asked the supervisor about this.  She asked me where i was finding this.. I told her where and she said she didnt believe me and that I was making it up because she has not heard this before.  She said the only thing she can do to is to give me the opt out option that will take my interest down a percent or two and close the card.  She PROACTIVELY offered to close my card!!!  at any place I have worked at, that would be a HUGE red flag.  So of course i accepted and now my chase card is cancelled.  the more i thought about it the angrier I got, so i decided to try the online customer service.  I knew they wouldnt be much more of a help but I thought I would give it a try. I sent basically this same story to them.  the first person wrote back and said and I quote"  I understand situations arise that will sometimes prevent you from paying on time.. in order to avoid unwanted late fees y ou may wish to enroll in automatic payments.. etc etc"  That person signed the email Henry Wise Email customer service representative.  It is like he did not even read my email.  SOMETHING did not ARISE that caused me to be late.. their computer system took my payment late!!!  So I emailed back and explained the situation AGAIN.  This time Sean Molloy  Email customer service representative wrote me back.  he said " Your account was previously reviewed and the response explained why we could not make the adjustment requested. I am unable to take further action regarding the late fee
reflected on your October 2009 statement."  WOW.. I cannot believe the stupidity of this company...The worst part is that my checking and savings is with Chase and has been since probably 1990 or so.  At this point the checking and savings part of chse hasnt done anything to anger me.. The credit card division is separate and i am recommending that everyone get rid of their chase credit card.. Im going to keep my checking and savings at this point..


 


This report was posted on Ripoff Report on 11/19/2009 04:43 PM and is a permanent record located here: http://www.ripoffreport.com/r/Chase-Credit-Card-Division/internet/Chase-Credit-Card-Division-chase-visa-credit-card-Interne-526009. 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.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

rebuttal to the person who t hinks it doesnt make sense

AUTHOR: unhappycamper999 - (United States of America)

the reason why i had it wait until the due date is because i did not know the exact amount my movers were going to cost me, and since i was moving on a sunday without the ability to deposit or transfer funds and have the readily available to me, i wanted to get the money in my checking account as long as possible.

As far as my changing emails.. I was having computer problems at home.  I had a virus on my computer.  At work i can only access my old email not the new email because for some reason time warner cable email is blocked at my work and wowway email is not.  Now i cannot remember if i had given  my new email to chase at the time yet.. but I know i have now looked at all my emails that i still have access to (as of Oct 18, i nolonger had access to my old email) i do not have that email. 

As far as what the screen says.. I know i picked Oct 20.  I work at a help desk and i was making payments as incoming calls are coming in.  Sometimes my work screen overtakes the internet explorer screen that i just made a payment in before i have a chance to review it.  i just went back to verify a payment was put in.. and it was. 

REGARDLESS of all of this.. there should be a common courtesy of a 1 time adjustment of a late fee.  I have worked at  Verizon wireless and a cable co.  and a collection agency for student loans.. At any of these jobs, if the reason seemed valid, i was allowed to offer a one time courtesy late fee adjustment.  Especially if the customer had never been late before and never asked for one.  Even the chase banking who i have had since around 1990 has waived fees for me before..like for example when i was young around 15 years ago i accidentally bounced a check.. I called and explained what happened and they waived the bounce fee as a courtesy. 

Lastly as far as a company proactively overing to cancel a card being a red flag.. every company i have ever worked at was in the business of keeping customers.. not offering to disconnect them.. Chase obviously doesnt care about their customers otherwise why would they offer to just cancel the card of someone who has never paid late before and was using the card up until a few days before the cancellation.  Had i done that at any of my jobs, i would've been in trouble and probably written up.  Can you imagine a rep at verizon wireless just offering to cancel your cell phone service wehn it was never even brought up by you?  They wouldnt do much business that way. 

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#2 Consumer Comment

Does not make sense..

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

I look at what my due date is and will normally pay it a day or two ahead. My due date in October was the 20th and I knew I was moving on the 18th, so i decided not to do it a day or two ahead but right on the 20th.

- What does moving have to do with making a payment?  It is all automatic, it is not like you have to log in on that day to do the payment.  So if you had a history of paying 1 or 2 days before, why would this month be any different?

The problem was i was in the process of changing over to a new email address.. so IF that email was ever sent, i never saw it.

- You just happen to be changing e-mails at this same time.  Also, other than notifying them of your new e-mail address(which I would have imagined you would have done when you logged in) what else is involved in this process for you?  Was it a case of one day you had the old e-mail address, then the next you had the other and the original e-mail was no longer accessible?

REgardless, if she looks at my history she will see that I ALWAYS log in early in the month, make my payment for a few days before the due date and i have never paid late.

Exactly why your reasons don't make sense.  You always pay a few days before, but this time you stated you set it up ON the due date.

She PROACTIVELY offered to close my card!!! at any place I have worked at, that would be a HUGE red flag.

- I'm just curious as to why this is a Red Flag?

Back to the payment.  A Chase payment through their site gives you a couple of opportunities to verify not only the amount but the "effective payment date".  If you don't already, when ever you make a payment on the web I would suggest that you print out the confirmation screen, at the very least write down the confirmation number.  This goes for every company you make payments with.

If you did happen to print it out and it does show the "effective" date of the 20th, or by chance the payment request is still in an e-mail that shows the 20th.  You have a valid complaint.  It would probably take you going into a branch to deal with it at that point.  But if you have no proof, or what proof you have shows the 21st then you are probably going to be stuck with the late fee.

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