Originally Posted by
Econ1
Chase CS is much worse than AMEX (at least for their Plat card, their prg cs is terrible). Chase CS is fine unless you have an issue (including the JPM exec line). Took 2 months, about 5 hours on the phone, and eventually contact with an executive at Chase to resolve an issue with points not posting at all. Chase always promises a return phone call in 4-5 business days for an atypical issue and never actually does anything and when you call again after 5 business days the timer starts over. Citi is much worse for basic questions. Because of Chase CS I only use their cards to reach min spend requirements and put the rest (most) of my spend on Amex despite the lower earn rate. This also means I will never use the JP Morgan private bank, if they can't get the simple things right I won't let them manage my money.
I've had to deal with Chase CS several times since getting the CSP:
- I had to file a dispute against an online vendor who didn't deliver the product I ordered and didn't respond to contact attempts. The next morning after initiating the dispute online, I got a call from someone at Chase who asked a few questions and immediately put a provisional credit on my card. (It became permanent after a couple months because the merchant never responded.)
- I had a weird secure message bug on my account where it was showing 1 unread message despite having nothing in there. CS walked me through some troubleshooting steps and then filed a ticket with their IT team. I got a followup call a month or so later confirming that it was a bug on their end and gave me a ETA for resolution. Actually, it looks like it was fixed within a couple of weeks of that date since there aren't any unread messages anymore.
My card also got caught up in the Home Depot breach so they replaced it preemptively without any input on my part (despite there not being any fraud on it). I'm sure every issuer has had their off days but based on my limited experience above I'd say they're doing pretty well. ^