Originally Posted by Dr Jabadski

(April 25) Datapoint regarding Chase personal card, digital wallet, partner verification, expedited delivery. …

Checked into a Hyatt 5 (7) days ago, asked if I could change the credit card on the folio from the (WOH biz) card in my WOH profile (and thus on the reservation) to my new WOH personal card. Front desk agent (FDA) said “no, we can’t do that“. I said it was important, asked if she could ask a manager. She went into the office behind the front desk for 2 minutes, came back out and said “OK put your phone here“. Worked perfectly, $2xxx.xx pending charge (personal card) noted on Chase mobile app when I checked 2-3 days later (a day or 2 prior to check-out).

Checked out yesterday (3 days ago). Asked which card the folio would be charged to, was told “card ending in xxxx (WOH biz card)”, I said I had swiped a different card at check-in, FDA said swipe it again, done via phone digital wallet, declined. Called Chase United card services, said I didn’t have the WOH card so I couldn’t call the number on the back, can you discuss this new WOH card, first Chase agent said “yes” and “it’s (declined) because it’s a big charge” (~$800 with ~$5x,xxx credit limit), “try again”, I asked him to stay on the line, declined again, transferred to another Chase agent (call duration 10 minutes).

Started entire situation all over again with second agent, several short holds, accused me of “yelling at her”, I said “I’m not yelling, I am speaking in a rapid high tone voice, I’m an ER doc, I’ve spent 40 years learning how not to yell when every fiber in my body wants to shriek at the top of my lungs”, I asked the FDA who heard entire conversation if I was yelling, she said “you were not yelling, I’ve been yelled at many times and you were not yelling”, said she had to call me back for verification, gave my mobile #, she called back in 30 seconds. After another 15 minutes with this agent accomplishing absolutely nothing she transferred me to another Chase agent.

3rd Chase agent discussed the problem, said she had to send my phone a text code for verification, in the process of looking at the text code, I accidentally cut off the call. Total duration 35 minutes, while trying to check out and get to airport for a transcon flight, accomplished bupkis. No callback to my mobile # (at which the second agent had called me back), voicemail at my home landline to call Chase again at the number on the back of the card (which I still have yet to receive).

(Fortunately the FDA and FDA manager told me to call in a day or 2 and they would be happy to credit the charge to the biz card and charge it to the personal card which I’d much like to do to help meet minimum spend and get a leg up on incremental qualifying nights for every $5k charged to the card and if I didn’t have the biz card which will be cancelled in 2 weeks would want the 4x earning.)

Called Chase this morning (2 days ago), about 16 hours after the episode, asked for a supervisor, agent said a bunch of double speak about fraud, admitted they didn’t do so well yesterday but some front line agents are not privy to details of fraud holds hence the second declined attempt yesterday.

She said partner cards (Hyatt, United, Marriott) cannot be expedited at the time of approval due to partner verification taking up to 7-10 days, said my WOH card was mailed 4 days ago (4 days after approval), if I wanted she could now UPS a card but the mailed card which was added to mobile wallet would have to be cancelled, I declined that offer.

Teaching Points: - Successful addition of a Chase card to digital wallet is not synonymous with subsequent successful digital wallet use of the card.

- Chase partner cards have delayed delivery due to partner verification, cannot be expedited at time of approval, can be expedited (with cancellation of initial card) after partner verification.

- Some hotel FDAs and FDA managers can be extraordinarily gracious and helpful.