Chase customer service says one thing, Chase does another

We received this story from a reader:

I have been a customer with Chase for over 15 years and have dealt with the chronically terrible service which seems to just worse year of year. Most recently, I had an issue with fraudulent charges. After trying to work this out for a month dealing with Chase employees in three different countries who never talked to each other, the issue was finally resolved. However, as a result of this issue, all I wanted was to divorce Chase and never deal with them again. Because this was a business account, the branch employees advised they would do restricted access on my account so while I was transitioning away from chase, ACH debits and automatic transactions would not apply to this account while I waited for other invoices to come through so I could shut this account.

Needless to say, I trusted them and was SHOCKED when I logged into my account as I was making final preparations to close the account to find that automatic transactions had not been stopped and I was overdrawn receiving insufficient funds fees daily for charges I was not aware would be authorized by Chase. Furthermore, there were additional fraudulent transactions, exactly what sparked this issue to begin with.

I started the process to resolve this avoiding my local branch as they had clearly misled me. After escalating the issue I finally was directed to Janette Reves in Texas as my customer “case manager”. Keep in mind I have written documentation for all this, and numerous recorded phone transactions for the branch office told me. Janette Reves indicated to investigate my case she needed to confirm with the local branch. Well, conveniently, Gerrod Black ther gentlemen who handled my initial fraudulent case left for a ten day cruise the day this began and his supervisor took over. Wouldn’t you know it, Janette confirmed his supervisor is no longer employed by Chase. Janette used the word of an employee who wasn’t there for this and an employee who is no longer there to say I was incorrect and they wouldn’t refund. I asked her to investigate the further fraudulent charges and resulting insufficient fund fees. That was on October 28. It has been two weeks and multiple messages later with absolutely no response. I know I am right here and have the documentation to prove it. They are making a huge mistake over a whopping $264. I have closed every other account with them, but this account remains open as it is being resolved. The information is public, just curious if you have information of who I can contact above Janette Reves? Many thanks for your efforts!

This is not atypical behavior for Chase:

1. Getting different stories about how things work from different Chase employees and then Chase goes and does something completely different than you were told
2. People at Chase making up stories far from the truth to cover their butts or simply making stuff up when they don’t know what they are talking about.

But going higher up can sometimes help resolve problem.  Take a look at our How to Contact Chase page to find more higher up contact information.

Additionally, if you aren’t getting satisfaction, it is always a good idea to file complaints with the BBB, your state’s consumer protection office, and the Federal Reserve, who regulates chase.  You can find information for Chase’s regulators and other people to complain to on our What You Can Do page.

2 Comments

• By Heather, November 11, 2010 @ 8:37 am

  Many thanks for your efforts and the resources!

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