enoscabell

Does anyone have an email address for Chase's fraud division (Sapphire Reserve if it makes a difference)? I can't take trying to get through on the phone anymore. I've been hung up on twice after long waits, and two promises to transfer me to supervisors have also ended up in disconnects.

All for what should be a very simple problem. Somebody made fraudulent charges online that Chase originally refunded. Now, 4 months later, these charges have been added back to my account. The letter I received stated that I "received benefit from the transaction." When I called in to ask for an explanation, I was told that Chase doesn't know that I didn't make the charges since I was always in possession of my card. As if one can only hack a physical card?

I have to say, this entire process has really opened my eyes to the difference in customer service between Chase and Amex.

pallhedge

I would send a Secure Message using your Chase account.

jmr50

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?

mia

You probably do not need to do this. Chase cancelled your card, and will issue a card with a new number, but it is the same account. Transactions that VISA identifies as recurring should be automatically routed to the new number.

notquiteaff

Not sure if any other issuer would give you a list of recurring charges. Never asked.

But I am maintaining a spreadsheet for that purpose. Especially in the last year I have shifted recurring charges (phone, streaming, others) around quite a bit due to changing promos (mostly Amex, incl. PayPal). Also helps to occasionally review the list to see if there is something to cancel before renewal. With more and more subscription online services it’s definitely saved me a bit of $$ here and there.

I generally have no subscriptions on my CSR since they would pretty much all only earn 1X. CFU is the default card.

Steve in Olympia

No bank will will ever give out a card number on the phone. And that is a good thing.

threeoh

Recurring charges will transfer over automatically. Or if they aren't coded properly as recurring, you'll just get a notice from the service saying your card was declined and can you please update it.

More annoying to me is all the online stores, phone apps, etc. where I've stored the old card #.

I've definitely had it overnighted just by asking. So if true this is a policy change. More likely just an incorrect agent.

As mentioned, your account remains open just with a new number. You'll have access to all of your old transactions and statements on the website.

The lots of menus thing is annoying. If I wanted my balance and payment information I'd go to the website. I'm calling because I can't do what I want to do on the website and need to speak to a human.

Kayakj

Regarding the phone tree vs prior direct connection. I remember seeing a statement in which Chase said that they added the phone trees because of the decreased staffing and issues with hiring. They put out a statement that they are trying to bring it back to how it was once they hire more people.

Hope that's really the case. I remember when they used to advertise no phone tree.

BigFlyer

I have a Sapphire Reserve. After a few charges in Europe where I'm travelling, Chase blocked the card. They apparently called at the time they imposed the block, and left a message.

When I call that number back that was left in the message, I either get a message telling me that the office is closed (without saying when the office will open again), or I get an outgoing message telling me the wait will be at least fifty minutes to speak to a rep. I'm not going to wait at least 50 minutes to speak with someone, I don't need the card that badly.

Any work arounds? Or is the card dead until I wait an hour or so to speak with a rep?

EdofFX

It may be too late for your current situation, but you could have sent Chase a travel notice before your travel to Europe (assuming you don't live there)

https://upgradedpoints.com/credit-ca...travel-notice/

BigFlyer

Interestingly, if you try to send Chase a travel notice using secure messaging, it tells you it is not necessary and refuses to send the notice.

EdofFX

I think you are right. Even though that blog was supposed to have been updated today, I cannot find the "travel" section in my Chase app as shown in the step by step guide, as if Chase changed the menu to remove that option.

othermike27

After you log in, pull down the profile & settings menu by clicking on the person icon in upper right corner. Then under Account Settings, click Travel to get:

Travel notifications
We've got you covered! With our enhanced security measures:
You don't need to set up travel notifications anymore.

• We'll send you fraud alerts if we see any possible identity theft.
• We'll alert you if we notice any suspicious behavior on your account.

I assume that means you'll need to have already set up the alert notifications that work best for your situation. I use text instead of email.

RNE

This should be read:

• We will deny your genuine charges if we think they're not.

Points Scrounger

Not very impressed with Chase chargeback procedure at all! I called to explain the situation to the phone rep who seemed to understand, but was powerless to do anything but start a case referral for me. This resulted in a secure message requesting that I return their case form within two weeks. I did so by a fax from my local Chase branch. However, when I later called to confirm receipt of the form I was told "Yes, it's in 'active investigation' (or something similar) status." Not long after that call, I got a second request to send the same form with a cutoff date two weeks later than the original? I'm assuming that's their way of keeping it from being closed out?

Background is that it's a Kafka-esque deal with Marriott saying "We can't justify the charge to you (give any explanation though the charge was billed by us), your recourse is to dispute it (chargeback)."

The few I've done with any card on the past involved a rep taking notes, with the charge promptly disappearing forever; burden of proof on the merchant.