Pair Of Positive Experiences Reminds Chase Customer That Good People Work For Bad Companies

JPMorgan Chase is a regular fixture in our annual Worst Company In America tournament, but like most of the businesses in the WCIA brackets, there are a lot of decent people who truly want to help their customers.

Consumerist reader and Chase customer Dave recently got a double-barrel reminder of this fact when he had not one, but two (2) positive Chase experiences in just a few days.

Here’s the rundown directly from Dave:

First: one of my new year traditions is to order a gift card with whatever credit card points I have earned over the previous year. I selected a $25 Starbucks gift card. Normally they take a week or two to arrive, but after about a month I realized it wasn’t coming. The Chase rewards website listed the status as fulfilled. Not having much hope (and figuring there was a USPS worker somewhere drinking my coffee) I sent an email to customer service saying that I never received the card. I got a response a few hours later, on a Sunday no less, saying that a new gift card had been issued and should be delivered within two weeks.

Second: Yesterday I went to make an IRA contribution for the 2011 tax year. There is a Chase mini branch in a grocery store right next to my office. I went there but they did not have the required form to do the transfer. The manager offered to go and get the necessary form while I was shopping (there is a full branch 2 blocks away). I said that it wasn’t a big deal I would just go to there myself. When I got there, an employee was waiting for me with the paperwork, saying the manager had called and said to make sure I was taken care of without having to wait in line.

Lest you think he’s a Chase fanboy (read: Chase executive), Dave admits that the bank may deserve all the rotten tomatoes that are hurled its way.

“I might have just gotten very lucky, but Chase was really good for me,” he writes. “If nothing else I think we can all agree that they are much better than Bank of America.”

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  1. Bunnies Attack! says:

    I actually had a similar experience at a Chase grocery store branch (although this is officially our local branch and where we opened our accounts). I had a car loan that I wanted to cancel because we got dealer financing instead. The banker helping me called corporate to find out what they had to do and there were a bunch of hoops like writing a letter stating officially that I wanted to cancel etc and filling out some forms. I resigned myself to doing all this when I got home when the banker immediately opened up word, typed up the letter, filled out the forms and printed it out for me to sign. Then she went ahead and put it in the mail for me.

    The flip side of this is that the dealer loan I ended up getting was ALSO from Chase but like a percentage point lower so they kinda screwed me to begin with, but I guess that’s just another example of corporate vs the actual people working there.

  2. Pyro979 says:

    I kinda feel the same way. I know Chase as a corporation has done some unsavory things, but the branch I go to is great. As soon as I walk in someone is asking me if I need help. Half the time it’s something I’d expect to do at a teller’s window, but they’ll walk me into an office/cubicle sit me down and take care of everything I need.
    There was a hick up where for some reason’s my tenant’s security deposit account became linked as someone’s overdraft account, but I walked into a branch and they had it fixed in a few minutes.
    Plus their web services are pretty decent compared to others I’ve seen/used.

  3. nbs2 says:

    I will grant that my experiences with Chase over the last couple of years have been great, but that’s because my CC comes with access to their private banking staff (well, I guess I pay for it with my abusrd annual fee – when you fly a lot, it’s worth it). Before that, I never had a good experience. As I’m cancelling that card in a few weeks, I suspect I’ll be doing my best to avoid customer service in the future.

  4. maxamus2 says:

    The majority of companies, people have great experiences with them and the companies work with them on problems.

    But when they don’t (even if the customer truly was to blame) that is all you hear in the media, on the internet, on blogs, etc….

    Rarely do you see articles written that say “XXXXX once again offered great service and went beyond and above”.

    I’ve had cell phones for 14 years, done numerous business on paypal, ebay, amazon, you name it, of all the customer service I’ve needed over the years (probably 150 calls) I can only remember one or two times where I wasn’t left satisfied.

  5. MikeTastic says:

    I think stories like this are more the norm than the exception. People who have a bad experience are just more likely to write in about it.

    I love Chase. Their branch and ATM network is incredible (seriously, you’re never more than a block away from a Chase ATM in Manhattan). Anytime I’ve ever needed to use a physical branch the help I got was always great and the people are courteous. I’ve also never paid a fee (there are sooo many ways to get around paying fees). I also recently cashed in my rewards points on my Chase credit card for an iPad. I plan on keeping my business with them for a while.

  6. SmokeyBacon says:

    I haven’t been with Chase very long (just got the card a little over 2 months ago) but I have to say I have had a great experience so far. I had to talk to their customer service when I was applying for the card because of a security freeze I have on my credit reports and they were very helpful with the process I had to go through to apply, and also very good at making sure I was who I said I was. Of course this has only been about 2 months worth of experience with them but so far so good.

  7. BBBB says:

    I also find that there are some very good people working at Chase branches. They are great for anything that the branch has power to deal with. When it involves dealing with the higher up levels, even the branch employees get the same poor service and inflexibility that I get when I call.

    I moved most accounts to other banks, but have to use Chase for two services due to circumstances that make Chase the only choice.

  8. vastrightwing says:

    Oh sure there are people who work for banks that want to help, but bank policy makes that almost impossible. Just like government has people who try to help, again, policy makes it almost impossible.

  9. Jawaka says:

    And bad people work for good companies

  10. dosdelon says:

    A company that large is bound to have at least a few good apples…

  11. make7acs says:

    Generally people in the Grocery Store branches are bored 24/7. Buddy of mine would always go out of his way to help people because he had nothing else to do.