Do you need some consumer power inspiration? Who doesn’t? Here are two more readers’ success stories about making a ginormous bank–Chase–treat them like the wonderful and valuable customers they are.
Consumerist, you’re a life saver. I just got my Chase credit card APR reduced from 29.99% to 2% (!!!), thanks to your articles on executive customer service! I sent them an e-mail and, within the week, I was put on a five-year program to help get all my debt paid off at a fixed rate of $89. Being a 23-year-old very recent college graduate with no job yet, this is ridiculously great news. Thanks again!
Anderson, meanwhile, was punished for being too conscientious a customer.
As a daily reader, I wanted to give you some feedback on a recent incident
involving Chase. Your site helped me recover $39 and made me realize I was
better off without their card.
I’ve had two recent battles with credit card providers and I can tell you
the old tactic of threatening to cancel the card just doesn’t work anymore.
Last month I made two payments, 12 times the minimum amount. (Longtime
readers will see where this is going) Fast forward to today: I go online to
make a payment and discover a $39 late fee and a zero credit balance. Calls
to Chase customer service were about as helpful as I suspected. Because I
paid my December bill two days EARLY it fell within the November cycle and
was not credited to December.They refused to remove the late fee with the
rep actually admonishing me “If you really intended to make your payment
early you would have done it after the 14th”. The supervisor gave me the
same line (except her version contained the classic “it’s corporate
I pressed the supervisor to look at my perfect payment history. “In
reviewing your account I’m afraid I can’t help you.” I was so disgusted I
canceled the card on the spot. She made no attempt to keep me as a customer;
there was no transfer to another department. The credit card companies
probably saved themselves millions when they eliminated their customer
I did call the Chase Executive Customer service number provided by
consumerist.com. The rep there was able to remove
the $39 fee and listened to an earful from me. “If you keep letting
customers leave, especially ones who obsessively pay their bills on time,
one day you’ll find you have no customers.”
After I hung up, I realized there’s a reason they don’t care: People who
miss their payments, carrying a big balance, or go over their limit are the
“real” good customers. They’re the ones putting money into the credit card
company’s coffers by way of late fees, over the limit fees and finance
charges. When I thought about that, I realized I’m really better off
closing and paying off the account. Plus, now I can stop obsessively logging
in and making payments every couple of weeks.
Thanks consumerist for saving me $39 and helping me realize that Chase couldn’t
care less about customers who pay their bills on time.
Well, who wants customers who pay their bills on time? You can’t collect interest and fees from them!
If you have your own issue with Chase that regular customer service simply can’t fix, you can get in touch with executive customer service and work on a success story of your own.