I've had the CSR card since they kicked it off, moving from the CSP before it. I appreciated they had good, no fuss customer service when I needed it which was rare. But no more.

I called in the other day to report an unidentified charge (foreign mail order with my card, yikes) and they did what I expected which was to refund the charge and close the account. But here's where they used to be a lot better:

1) it took a long time (at least 4 or 5 menus) of wandering through phone trees and entering numbers to get to a human being, and the first human had to xfer me to a second human

2) they closed the problem account and said I'd get a new one, but couldn't give me the account number so I can start to change all my reoccurring charges yet

3) 5-7 business days to get a replacement card -- didn't they used to overnight them? CS said they never did that.

4) no way to get any info on my existing occurring charges so I can change them -- they suggested I download my statements if I wanted that.

So, I'm sitting here going through 12 months of statements to update the ones that'll certainly hit before the new card gets issued and I decided since I have to make them some other card, I might as well just leave them on some other card and just use the CSR for travel and dining at this point.

But wait, in the main today I got the letter telling me they're cranking up the annual fee with no new benefits.

Really, Chase? Really?

Okay, rant over. But did I misremember them having good customer service in the past? Or was that Amex?