More evidence Chase not that good at technical details
After reading this story, do you still trust Chase with your own personal info? Chase got her account cross-linked with the wrong persons not once, but twice!
A bad experience has led one Manhattan woman to question Chase Bank’s online security. NY1’s Susan Jhun filed the following report.
Chase Bank’s website reads, “Chase is serious about safeguarding your personal information online.” Yet long-time customer Marie says she personally found that to be untrue.
When the Chase client had a problem viewing her linked checking, savings and business accounts online, she went into a branch to resolve the matter. The bank had accidentally linked Marie’s account to someone else’s.
“I’m linked to their account and they have pending payments about to be taken out of my personal account,” says Marie.
Additionally, she was shocked that she had access to all of this stranger’s private financial information. After much back and forth initiated by Marie, the stranger’s information was finally removed from her account, only to then have her business partner’s personal information link to her account.
“I called the gentleman back and he said, ‘I can’t delete these from your account because it’s from before 2009.’ Their services, their records don’t go back before 2009,” says Marie.
Marie says a Chase representative told her that she should manually delete all her business partner’s information, which to Marie is a ridiculous solution.
“I definitely know I’m not alone, because when I asked, ‘What’s your accountability, what’s your responsibility to this?’ the gentleman in the escalation department was like, ‘Oh actually, this happens all the time,'” says Marie.
NY1 reached out to Chase and a spokesman released a statement that said, “We apologize for the error and are working with the customer to resolve this uncommon issue. We encourage customers to contact the bank whenever they notice any unusual activity with their accounts.”
It is little reassurance to Marie, who says she has lost all faith in Chase.
“I’m definitely changing my account,” she says.
Ineptitude | admin March 24, 2011
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By coakl, March 26, 2011 @ 11:31 pm
No surprises here. You’re dealing with a retail banking computer system that was outsourced to low wage Indian programmers. It’s core: Microsoft Internet Explorer 6. It’s just awful to use and fraught with potential for error. The Indians left no flexibility for fixing things and assume that everything goes according to plan. This is why for most complex issues, your banker is reduced to begging back office (Texas, India, Philippines) for help.
In addition to poor system design, the other cause is that Chase personal bankers are salesmen first, customer service second. The bankers spend far too much time memorizing and executing worthless sales scripts. And as little time as possible actually fixing service issues like what this customer went through.
If you’re lucky, you might get a personal banker who used to be a teller or call center rep. Generally, you’ll get the bankers who may have been a former car or cell phone salesman three months ago.