Chase online banking still experiencing problems

We’ve received quite a few comments (starting at around 6:40 am PT/9:40 am ET) that Chase’s website is still experiencing problems.  The most common experience seems to be the site timing out after someone tries to log in.  Some people were able to log in earlier but are having problems now.  One reader reports his login being rejected despite entering the correct user name and password.

One customer received the following error, clearly from the servers behind the scenes:

This error code is native to internal exceptions from the Oracle programs. It indicates that the process has encountered an unexpected low. It may be due to
•
•timeout
•A corrupted file
•crash verification data in memory
•problem of I/O of physical memory

Perhaps this is why they haven’t offered an official explanation … they haven’t really solved it yet.

Update 8:20 am PT/11:20 am ET:  Its officially down again.

As a side note, when I was looking at the website source for the main page this morning while the site was still up, I noticed that the language for the site being down was still in there, just not active.  This might be a sign that Chase has known since they put the site up again last night that they didn’t fix the problem.

Update 9:00 am PT/12 noon ET:  The login screen is active again.  I think it is safe to assume you can’t count on the site for the time being.

At this point (and well before this point) Chase has completely failed in its responsibility to get information out to its customers.

Update 9:30 am PT/12:30 pm ET:  Still receiving reports of log in failures.  When I try to load the main page (www.chase.com) it never quite finishes loading

Update 11:30 PT/2:30 ET:  Still receiving reports of inability to log in.  Does Chase think that having the login screen present despite widespread inability to log in is less of a black eye than having an system down message on their site?  The media is reporting Chase online banking as problematic regardless.

Update 1:30 pm PT/4:30 pm ET:  Still receiving reports of inability to log in.  Not fixed yet.

Update 3:30 pm PT/6:30 pm ET:

• Problems persist.
• Chase is acknowledging that there are still problems (gee thanks).
• I’ve seen several reports that this is now the longest outage ever of a bank this size.
• Chase has no comment on why it is not communicating with customers what is going on.

Update 4:30 pm PT/7:30 pm ET:

Still lots of reports of the same problems.  No new information of any kind from Chase.  Their lack of public statements about this problem is disappointing, and this far into it very irresponsible.

I’ve seen several comments from people claiming that they are seeing unauthorized activity on their accounts, in the brief moments when they can actually see their balances.  Another reader contacted me with this story:

I was able to log into my account this morning, but that balance was all wrong. I had double charges, and the calcuations didn’t add up right. I have NO IDEA how much I have in the bank right now. I’m glad I opened a new account a few days ago at a different bank. I’m just waiting for Chase to get their shit together so I can close the account. I feel like a hostage.

I don’t think there is enough information to make a significant generalization from these comments, but the potential trend is worrisome enough to mention.

Update 5:30 pm PT/8:30 pm ET:  Just saw this tweet:

Chase outage is a result of corruption to the database clusters containing customer online profiles (ie bil pay settings, usernames etc.).

This is completely hearsay, but without Chase providing any official statements to clue people in, this is what we have to go with.  It is surely a coincidence that I found quite a few listings for open database administrator jobs JP Morgan Chase has posted.

58 Comments

• By carrie, September 15, 2010 @ 3:51 pm

  I’m sure it is just a coincidence, but after not being able to log in for around 35 hours, I discovered my credit/debit card numbers were compromised and I have 8 unauthorized charges from across the country. I called, (which took forever by the way since I’m sure many are calling about bill pay and whatever), and 3 additional charges had been denied. Hopefully the turn around on getting this fixed doesn’t take too long.

  Ugh! Extremely frustrated with Chase.
• By Mark, September 16, 2010 @ 6:07 am

  I had unauthorized charges on my checking accoutn via a fake ATM!!

  Anyone else having this problem?
• By kim, December 19, 2011 @ 8:55 am

  I’m trying to pay my bills online with chase since Dec 16 still can’t get to account.
• By todd, December 19, 2011 @ 1:51 pm

  keeps giving me the error code like the rest of these guys and i cant get my account number
• By tracey, January 3, 2012 @ 8:10 pm

  tracey,
  I was in the bank today and it worked, now nothing after trying for 1hr.
• By jimmy, September 23, 2012 @ 2:20 am

  chase.com will not load for the past three days under mozilla/ubuntu. loads fine under IE, but who wants a virus haven like IE?
• By irenenelson, September 24, 2012 @ 5:50 am

  cannot connect to bank
• By Imohtech, January 26, 2013 @ 9:46 am

  Just tried to make a extra payment on line from the same account I have been making payments from for years (successfully)and they locked my acct stating they cant verify its mine. Apparently they are now crditing and debiting your checking acct as part of their security precautions of not trusting their clients. If my payment is not made put me in collections….stop crediting and debiting my accts to test that it works.

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