The Chase customer service rep whose 10 Confessions we posted last week has been reading your comments and has responded to some of your questions. The rep also offers five more tips that they forgot to include in their original post.
“To all the Readers of Consumerist-
I’d like to thank you all for taking the time to read the Chase Confessions, I’ve kept an eye on it and would like to respond to some of the questions left for me in the comments section.
RANDOTHEKING: “Your logic on #4 is dumb and most people don’t realize that stating “I didn’t get my statement” is an automatic fix for your account. At Macy’s if you stated that then your late fee and finance charge were removed as legit no questions asked. You have to factor in that your statements go through a 3rd party called the USPS and they lose shit all the time.”
That might be the policy at Macy’s, but not at Chase. If you state that you didn’t receive statement, I’ll confirm your address, and if it’s right, I can offer to either send you another copy in the mail. I can also fax one to your home, office, or local branch. I can also get you online and talk you through signing up online and viewing your statement there. No doubt, the USPS loses a lot of mail. But if that’s how you choose to receive your statement, it can be lost, like I said I don’t doubt some people didn’t receive it. But I have to take into account that you know you have a credit card, you’re in possession of the banks money, and you know it needs to be paid back. One thing I would suggest, mark it on your calender, set a reminder in your cell phone, or if you just kinda ‘feel’ the bill is coming due, just call customer service, we have a ton of options to get your statement to you. Also, if you haven’t gotten your statement, and need to make a payment before it will be late, let us know, in most cases we’ll gladly waive the fee for you to make a payment over the phone, as long as it’s not habitual.
ECHODORK: “So, this is basically the same as most of the other call center confessions, I suppose. Don’t yell at me, and unless you’re a profitable customer, don’t expect much. Fantastic.”
Not really. You can yell at me if you want to, but obviously, it would make me less eager to resolve your issue. And, I try to help everyone out best I can, but keep in mind, I have to follow rules and guidelines set by Chase. I have a lot of leeway and discretion with those guidelines to do things on your account, but don’t be surprised if you encounter what many in the customer service industry call ‘the asshole fee’. That would be not getting things waived, or doing the bare minimum to help you out.
PUBLIC ENEMY #1: “If the CSR is reading these comments, how do I get Chase Freedom to stop pestering me about their buyer protection program? I’m not interested, and I get a stupid letter about every two weeks and/or a phone call about it.”
What you do is, call the customer service line, and ask the Rep to exclude you from all marketing or solicitations. We’ll remove you from all mailing lists, all telemarketing, all special offers, emails, everything. Takes about 2 minutes and you’re all set.
“DALLASDMD: “8. NON-PROFIT” What a load of BS. The bank is most definitely making money off your account. Why would they keep you as a customer if they were not? They are not obligated to keep you. The fact is the bank is making money each time you make a transaction. Those fees each business pays to accept credit cards goes to VISA/MC and to your bank. If I am not profitable, then why is Chase sending me post cards with reminders of my rewards plan and lists of merchants where I can get special deals if I use my Chase card?
The majority of those transaction fees go to Visa and MasterCard. We do get a small cut of it, I don’t know exactly how much. But usually it’s not enough to offset the other things on the account, especially if you just have a balance transfer amount on the card, and aren’t using it. I mean, if you drop 30k every month, then it would be enough, but other people spending 2k or 3k it wouldn’t be.
CMDR.SASS: “”I WILL GO TO BAT FOR YOU IF YOU TREAT ME LIKE A HUMAN” -I will continue to treat you like the faceless, interchangeable cog in the Chase machine that you are because “YOU ARE NOT A UNIQUE SNOWFLAKE”
Fair enough. Just expect the same obviously. To me, most people, you’ll just be a number, some guy I talk to once and that’s it.
MGYQMB: “”We do let cards go over a little bit, just in case you’re in a situation where you really need it. Imagine these scenarios. Imagine you’re in a restaurant, and you go to pay the bill. Would you rather be declined and be embarrassed in front of your friends and family, or have it go through and pay the $39 fee.”
This is ridiculous. Of course I want it to decline, as I DON’T HAVE THE MONEY. This is the same argument for overdraft fees, which turns 3 $5 purchases into a -$100 nightmare.”
While you might want it to decline, the other 1000 people I’ve encountered in this situation have screamed at me demanding what I would do to compensate them for the embarrassment they’ve had to endure. I mean, the restaurant is just an example. I’ve had people standing in line at Wal-Mart be declined, at the post office sending a package, paying for some other item in a line somewhere that declined the card and left them hot and bothered looking for other means of payment while people looked on. To me, if putting some food on your credit card is going to get you declined, you should re-think your spending habits and maybe not go out to eat. But, if you want to make certain you won’t go over your credit line, just give us a call and we’ll put an Overlimit Block on your account. That way, you can be certain you wont incur the $39 fee for making that purchase.
TODDKRAVOS: “I guess the most important rule to CSRs is STILL NOT BEING TAUGHT/TRAINED: Retain the customer at any expense to prevent negative and long lasting ill effects against our brand. In the age of the internet, customer satisfaction and retention are extremely important these days. Boy am I glad I don’t use Credit Cards, I’d lose my patience real quick with a CSR like this.”
This may come as a surprise, but remember those ‘Non-profit’ cardmembers we’ve talked about. Well, if something comes up, we are advised to encourage you to close the account. That’s why the threat of “I’ll transfer my balance elsewhere” might be met with the Rep offering to close the account during that phone call. Not something I like to do often, but part of the job. As far as losing a customer, to be honest, if I lose you, I gain somebody else. The credit card industry is one big revolving door. There is some other person on the phone right now, at Bank of America, at Citi, at “Name Big Bank Here” telling one of their Reps the exact same thing, that they’re leaving. And where will that person go..? Probably to Chase. People transfer their balance out all the time, in fact, every Rep in the call center probably averages over $600k in balance transfers per month. Unfortunately, with all the big banks, most of you named Average Joe Consumer, are treated like like a number. And I don’t think you’d lose your patience with me, I’m actually one of the better Reps, by that meaning I know what I’m doing, I give the best advice possible, and, as an added bonus, I speak clear and fluent English.
VASTRIGHTWING: “I always love the response, “we’re not making ANY money on you.” as if this is an excuse for bad service and a way to make me feel guilty. My thinking is, if they are not making any money on me, it’s their problem, not mine. 99% of the time they lie. The other 1% of the time, yes, they didn’t make any money on me this time, but they are on most everyone else. Please let me shed a tear for the bank. Paleeeeesssssseeeeee!”
You’re right, and it’s not excuse for bad service, and I don’t try to make you feel guilty either. It’s just the facts.
Other than that, some other things I wanted to mention in the first post but forgot to put in..
1. If I say no to your request, ask for a supervisor. My mind is not gonna change if you argue with me.
2. You have to verbally state your request. I’m not allowed to just waive fees, even if you and I both know that’s why you called.
3. Same thing with asking for a supervisor. You have to ask, I can’t just transfer you, even if it would make both of us happier.
4. If you really want to voice a concern, write or email our executive office. Yelling at me about is gonna do nothing. I’m not the one in the boardroom making all these rules and regulations.
5. If you don’t want a late fee, don’t be late. One thing I always tell people, your due date is not the only day you can make the payment. You’re allowed to make it before that.
Sincerely,
Your Chase Rep.”
PREVIOUSLY: 10 Confessions Of A Chase Customer Service Rep
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@lenagainster: Maybe you’re right and it is on their end. I’ve dealt with ebills for years (including from the companies you mention) and have never had that happen. My guess would be that it’s some sort of technical glitch and not a malicious thing though. Bank computer systems are often cobbled together, archaic things.
I always feel that people forget that credit card companies are businesses designed to make money. These practices that the customer hates are usually GREAT for the company. That doesn’t make the practices right of course, but the customer does retain a lot of power, they just don’t realize it.
If consumers in general did not carry a balance, then the CC companies would have ZERO leverage. Unfortunately, our consumption-minded, instant-gratification based culture subverts discipline for pleasure and people get themselves into debt.
It really shouldn’t surprise anyone that a less-profitable customer will not get the same attention as a more profitable customer. I know its inhuman, and it sucks, but its just how businesses work. That doesn’t mean they have to treat you like trash, but it also means they are going to spend their resources where there is the most to be gained.
I also completely agree with the “revolving door” situation. Lose a customer, gain a customer. The CC industry only has so many players, and so long as people want credit, those are the places to get it.
As far as “write to the executives”, this is one I hate. I know Verizon has a program that lets the CSRs take suggestions from customers, and pass them on. The program has resulted in the creation of some new pricing plans and services. More companies need to allow their front line people the power to solve the problems they are being tasked with.
I have to say Chase gives you every tool in their power so you avoid
talking to customer service. I get a notification of my bill by e-mail,
I can set up my account to pay the minimum online automatically, I can
check my balance over the phone. You have little excuse to mess up with
this. Unlike the Bank of America/MNBNA card I got. They continuosly
changed their payment due dates, sometimes mailing me the bill a day
before it was due. Online you can’t choose to pay on due date. I had an
online automatic payment and they always changed the date around it. I
hope they enjoy that money of those late fees they charged because
they’ll never see a cent from me again.
Another thing about cust. service reps. Is that sometimes you get an obstinate or cranky one that wont help you at all. SO when that happens… I will often call up at a different time to get a DIFFERENT & possibly more accommedating cust. service rep. Saved me about $120 once.
@Bladefist:
I got more of an “if you dont like how I choose to treat you…then tough shit” attitude (and a “I hate customers” attitude too).
This whole “confessions of a cust. servcie rep” reminds me of this….. [www.craigslist.org]
….a certain disdain for customers in general seems to be the common theme.
If that is Chase’s true stance on customers that don’t recieve their bill then they seriously need to rethink customer service 101.
Be a shrewd consumer and company will screw you. Be a stupid consumer and the company will gladly help you screw yourself.
Got it.
So the upshot of this is that credit cards are evil and no sane person should have one.
She conveniently overlooked MY post from the other day, so I guess I SHOULD refi my mortage elsewhere… guess interest on a credit card non-profit’s HOME mortgage will be nothing to lose, lol. What a moron, but then, I guess the job doesn’t exactly require many credentials in THAT respect, so we shouldn’t be surprised that that she is unknowledgeable about finance. SERVICE, that should be the skill of your chosen trade, yet you can even do THAT much?
——————-
BY LADYCAROLINELAMB AT 01/04/08 08:11 PM
If “Customer Service Reps” would just do their jobs and not attempt to determine from only the info in front of them who is or isn’t “worthy” things would be much better. Just DO your job and treat EVERYONE with respect, and maybe you’ll help your place of employment not be a piece of ridicule for this site. As a “non profit” I assure you that Chase makes plenty of profit off my MANY purchases even though they are paid off in full each month. The merchant has to pay transaction fees, and I observe what kind of service you are providing to determine whether your bank will be “worthy” of my business in other financial matters. You forget that the “great” customers drowing in debt will only be temporary customers, and many will leave that debt UNPAID….and those who are RESPONSIBLE with their money will choose financial institutions who rpovide the best service and rates for ANY financial endeavors we approach. Do you want the customer who will PAY that Chase mortgage or the one who can’t get a mortgage?
BY CHRISBACKE AT 12:17 PM
“Third, recognize that for-profit businesses aren’t in business to be ‘nice’ to customers.”
———
Chris, you’re not Donald Trump, so please, spare us the idiocracy in that vein. Only a very naive individual, not a businessman, would hold such a view.
…Let me spell it out for the slower among us… You’re “nice” to the customer, because that is how you build customer RELATIONSHIPS, which lead to their satisfaction and interest in your other SERVICEs. A “non-profit” as you call them in the credit card sector, is likely to generate a huge amount of cash with your company’s many other SERVICEs…IF treated properly. You don;t treat the CUSTOMER “NICEly,” and well, you eventually don’t have any customers…well, except the Paris Hilton clones,pimp daddys, and their hoochies who you love to give credit they won’t pay back, that is.
@mantari: @Daniels: I said it comes off to me as “kiss my ass and we will get along just fine”, that does not mean I don’t expect people to behave politely.
I too have worked on the other side of the counter. I too have had asshats that were pissy at me for no good reason. I expected my customers to behave not kiss my ass.
Tell me why I have to ask for a supervisor or why I have to verbally state my request even if we both know what I am trying to get done?
Good customer service suggests SOLUTIONS to the problem. I should not have to guess or hope I say the magic words to get something done.
I work as a CSR with a major 401k company… Let me add my two cents:
You don’t have to call in a say the right words or ask for a supervisor to get things done. CSR are trained to process requests. You could essentially be calling in about any number of things, but I’m only gonna help you with the situation at hand. Most CSR are held accountable for how many calls they take per shift, and in most cases the average time the spend on each call. If I transfer too many calls to a supervisor, I get dinged. If I put in too many special requests, I get dinged.
Your best bet when you call in to any CSR is to know what you want done. Tell us what your problem is, so we can fix it.
The most pleasent calls I take are the calls where people know what trades they want done, and I can do them, hassle free, read the confirmation, and be done. These calls take two minutes… tops.
The worst calls are the jerk holes that tell me how “I stole their money, or how I personally jacked up their account”. I didn’t do anything, grant it, my company may have, or it may have been your HR, but I just take phone calls for ten bucks an hour.
Be nice to your CSR, and they’ll be nice to you.
@trollkiller:
The problem, as always, is with management. If I had a dime for every customer I had who I wanted very badly to help but I just couldn’t because of some stupid ass policy, I’d have enough money to start my own bank that actually gave a shit about its customers.
@KarmaChameleon:
Also? For all the people who say things like, “well you should bring these issues up to management”, Chase management takes CSR suggestions “very seriously” and “understands our concerns”.
@KarmaChameleon: Your last post was dripping with sarcasm. Thanks now I have a puddle on my desk.
Anybody who thinks that CSRs should be treated like a faceless “cog” in a giant corporate machine aren’t getting as much good treatment as they think they are. Screaming and blustering and being a giant asshole might get you something, but you’d be surprised at how much you’re not getting just because you’re a prick.
Just a quick comment: Banks make so much money off of banking fees and penalties, moreso than they do from credit cards. It used to be that the banks bread and butter was the CC because they would charge high fees to merchants who used them. This isn’t the case now as just about anybody can get a CC. So now, in order to generate even more money, you now see banks charge fro everything. Late fee, overdraft fee, not-enough money in the bank fee, ATM fee, talk-to-a-teller fee, paper statement fee and of course, high interest when you want a loan, but crappy interest when they are supposed to pay you. Don’t forget that the recent mortgage loan crisis was a result of greedy banks giving out loans to people who the knew could afford paying monthly payments for a period of time. They figured, the could foreclose and sell the property to another schmuck, that is until the housing value went down…….
So, no, I don’t feel sorry for banks. They have our money, they make HUGE profits off of our money, and yet they treat us like dirt.
Many people yell at or treat cust serv reps badly. Just remember that they are not the ones who make decisions on the corporate. They have to follow rules like everyone else. best thing to do is to stay calm and speak with a supervisor.
My comment is to stop doing business with a company like Chase all together. Not only do they not care about there customers but there employees as well. Chase is all about defrauding its customers. They will try to sell you “Yes” sell you products like Chase Fraud Detector, Chase Payment Protector or Chase ID Protection. These products are just a rip off. They tell you, you have a 30 day risk refundable period. But what they really don’t tell you is that there charging your credit card right away. Hoping that you forget to look at your bill, and then 2 months later refuse to refund you back to you. Also they could not care if you have had a death in the family, are in the hospital, or you have lost your job. They will not work with you one bit. All they want is for you to default on your account so they can raise your interest rate and tell you that if you call back in 6 months they can reevaluate your account. Which is a bull face lie. You can call back in 6 months but more than likely they will tell you to call back in another 6 months. Also why do business with a company that treats it employees just as bad as they treat there customers. Hey this could be one of your family members being treated badly. As far as I say close all of your Chase accounts a go with the competitive. Also don’t even bother wasting your time asking for a supervisor. All your getting is a representative who has been given the title but really doesn’t care and has no real authority. The real managers are sitting behind there desk doing nothing or even monitoring the calls but don’t care if you don’t get your fees waived. And yes!!!! ALL FEES AT CHASE CAN BE WAIVED BY A MANAGER!!! Don’t let them lie to you and say they cannot be. They can waive as much as they want at anytime. There systems allow it to be done. It all depends on how you treat the representative. Also its not that the representatives are not doing there job there forced to do a job that basically the upper corporate will not do. And that is to get on the phone and tell you no your can’t have your fees waived. Don’t call the reps yelling at them there just following the cutback of fees that the big boss are implementing. They get feed up a tired just like you.
href=”#c3586376″>KarmaChameleon: KarmaChameleon is so right. Chase does not is the worst of all. They give there employees sick time, but penalize them if they use it. So basically you have a person who is sick on the phone or not feeling good but can’t leave for fear they will lose there job. Also they push there representatives to sell thos crappy products that don’t do a damn thing. Chase fraud detector for $7.99 when the fraud department already is suppose to be doing there job a monitoring your account. The managers will all do what is called cardmember you, which is basically the “yes sir yes maam” speech. “I understand”, “I definitly understand your point”. They will tell you let me put you on hold while I review your account. But they already done that, this is just a way for them to put you on hold so they don’t have to hear your complaints for a few minutes.
You can’t really blame customer service reps for having a frame of mind that sees customers as nothing but money-making objects, as the company itself seems to be setting a tone of bold usery and its belligerent enforcement. And that business about Chase making no profit off CC people? What utter manure. If the CSR who keeps insisting on this point really believes it, it can obly be because he/she has drunk the Chase Kool-Aid and is beyond hope of regaining actual sense. I used to love Chase. They had some of the best customer service people in the business. What happened? Whatever it was, it seems to have occurred in the past two to three years. For example, take the Chase third-party vendor scam. These are those checks Chase marketing sends cardholders to try some identity theft/shopping bonus/car club service. I’ve routinely taken these offers, cancelled in the 30-day window. I’ve done this for years. Recently, Chase uses a new, underhanded, dirty-trick tactic to make money. There’s only one way to cancel, and that’s via one–and only one–toll free phone number in the agreement that comes with the check. Thing is, calling that number leads not to cancellation but to one of two equally frustrating situations: 1) you’re informed via a canned message that the office is closed. There is no automated system for canceling. You’re instructed to call back M-F, 8-5 EST, the same days and hours at which you are working yourself and can’t call; or 2) The call goes into the Twilight Zone of perpetual hold, complete with re-routing back to where you started and eventual disconnection. Is this even legal? I would think a legal definition of “days” in those 30 Chase offers would not exclude evenings and weekends. This underhanded tactic is very effective. While you make notes to call back on your break or get up early to be in their time zone, 30 days — however Chase defines them–fly by and Wham! you’ve got charges on your credit card. This is a new low for the much-lowered customer service standards of Chase. It shows what this banking institution really thinks of its credit card customers. As for the customer service people, talking to them about it gets the unfortunately predictable cry of “Sorry, Policy!” and — salt in the wound- an efficient transfer to the third-party slimebags also in Chase’s employ. (Complaining to the credit card dispute department is one way to get through to an actual human with the third-party service.) The company’s ethics are clearly hanging out in the back alley with the hucksters and strong-arm thugs. Safekeeping of personal ethics and conscience is up the individual who chooses to serve such a master.