Problems with Chase Continental Visa
 

Hi everyone. I was wondering if anyone here has had problems getting miles credited from their Chase Continental visa? My mom responded to a pre-approved credit offer for the Continental visa card, which was supposed to get her 5,000 miles plus 1 mile per dollar. She paid the annual fee and has been using the card since January, but she still has yet to receive even 1 mile posted to her account!! I called Chase on her behalf to find out what the problem is, and they told me that when she applied for the card, they mistakenly set up a 'new' One Pass account for her, even though she had written her existing One Pass account number clearly on the credit card application. (She even highlighted the number with pink highlighter!!!) They told me that they would merge the 2 accounts and fix the problem within one billing cycle, but that was over a month ago, and when I checked Mom's One Pass account online today, there are still no miles posted. I am getting frustrated that this problem hasn't been fixed yet, and I have drafted up a letter to let Chase know how I feel. Mom's existing one pass account had several thousand miles in it from a trip to Japan, so if they would have credited the miles properly, she would have already had enough miles for a free ticket! Anyone else here had this kind of problem from Chase?

I had the same situation when I first got my Chase CO Visa. It's easy to fix but NOT through Chase.

Call CO OnePass service center and tell them that you ended up with two OP accounts due to Chase and they will merge the accounts no problem.

In any case, don't worry, the miles are in no way in jeopardy.

[This message has been edited by JonNYC (edited 06-24-2001).]

Thanks for the reply, JonNYC. I thought about doing it through One Pass, but there is a catch with that, though: they never sent my Mom any statements with her 'new' One Pass number!! I know her existing One Pass number, but have no idea what the incorrect One Pass account number is (or if there even IS another account!!) That is what has me a little worried! I don't want my Mom spending a $65 annual fee and getting NOTHING in return! Do you think that Continental could merge her 2 accounts without me telling them what the number on the 'new' account is? This might be the next strategy that I try, along with the aforementioned 'nasty-gram' letter! Thanks! http://www.flyertalk.com/forum/smile.gif

If you call OnePass they can look up both numbers based upon name and address.

They should have no problem merging the 2 accounts.

NittanyGal ;

There is another account, and CO will be able to dig up evidence of it easily once you tell them the story-- which they have heard before.

The new account has the same name and address and CO doesn't want an individual to have more than one OP account anyway so they will gladly assist you without you needing to know the new account #. No nastygram shall be required, hopefully.

As always when dealing with OPSC, if the agent you get on the phone seems unsure of how to deal with it tell her "oops, my cat's on fire, I'll have to call right back <click>" and hopefully you'll get a more experienced agent on your next call-- once the cat is out http://www.flyertalk.com/forum/eek.gif

When I had the problem (twice actually), the OPSC agent solved it in less than 5 minutes. The phantom account will be permanently "linked" to the real OP account so any deposit that ever heads towards the wrong account will end up in the right account.

Good luck!

Thanks for the tips, everyone!! I'll give the One Pass Service Center a call! http://www.flyertalk.com/forum/wink.gif

I have learned that it all depends on who you talk to. You will talk with one rep who seemingly cannot do anything and another who will go out of his way and resolve the problem. I had a problem with CO in that they were crediting my miles to someone else's account. After a couple of flights, I realized what was happening. One rep said that I should mail in all the boarding passes and so forth. I was about to do it and called another guy the next day. He looked up all the info, fixed the problem, and even gave me an extra 5k miles for my inconvienience. You never know. For the most part, in my experience CO has always been pretty good in atoning for their mistakes.

I will FAINT if anyone affiliated w/ NW ever does such a thing for me...

[This message has been edited by ILTE_Miles (edited 06-26-2001).]

I had a problem with Chase Master Card after
responding to a mailing offering 10K bonus miles to sign up. AFter the second call to Chase asking where my miles were, they told me that 6K had been deposited. I repeated that I was supposed to get 10K, and they finally said another 4K would be deposited.
After not seeing either in my account, I called a third time. They told me about the
new account situation, and I checked that out
with OnePass, who found it with only the 6K in it. I had to call Chase back, and they tried to tell me that Chase had not offered a
10K promotion. I told them that I was looking at the letter, and they told me to mail a copy of it to them. What a hassle!

I am having the same problem with the 10000 mile promotion. I signed up in Feb and the miles still have not posted. I am waiting for the first 6000 and I kept the letter for the 10K promotion and I will have to fax it to them. The people at Chase are the least capable people I have ever dealt with.

Carolinian & Zapper: Same thing! Offered 10k (in perhaps FEB as well), no sign of miles, called Chase and was told that, NO, I had NOT signed up for 10k, it was 6k (of course there was no 6k either). I told the guy I was LOOKING at the offer in my friggin' hand! Really awful. Had to fax as well. Will definitely cancel and stick to Capital One Miles One Visa when this is over.

Update: Just called OP: They created another account with the wrong bonus amount (6k); he said he'd consolidate the accounts and suggested I wait a month for Chase to fix the bonus discrepancy since they are aware of it (I believe he was referring to Chase).

[This message has been edited by LGA (edited 06-28-2001).]

Thanks for the update. I just checked and you are correct, Chase set up a new account for me and deposited 6000 miles. Am calling Chase to find out the status of the other 4000 miles. I kept the paperwork from mailed by them in February. The Chase rep says that CO should pick up the additional 4000 miles since that part of the promotion is from CO. We will see.

There is only one reason for all this mess, Chase sucks period.

------------------
Al

Thanks, Al, now I don't have to read everything above. http://www.flyertalk.com/forum/smile.gif

After sending a copy of the promo letter to
Chase, they wrote back and said that the other 4000 miles would come from Continental.
This sounds like runaround to me.

Perhaps I should just pop these jerks under
NC's Unfair and Deceptive Business Practices
Act for treble damages (12,000 miles) and
attorneys fees.

Do they really think I would use their card after they treat me like this?