I just had a HELL of a time with a small Chase credit card error. The ActBlue website double charged me (probably my fault). I called Chase, which insisted that I would tell the robot all the details… and then after really only a few minutes waiting (best part of the experience), sent me to a putative human with a strong Mumbai accent and a soft voice. First, she asked for EXACTLY the same details I had just given the robot. Then she explained that, yes, the double charge was visible, but since they were “pending” she could not dispute them. I said I preferred not to dispute them, just remove the obvious duplicate. Nope. I double checked. Yes, if I call and say the charge is incorrect, they WILL NOT FIX IT. Okay then. I asked her to please trigger a dispute or a message to me when the charges moved out of “pending” status. No, that’s not possible. I double checked. After all the system MUST know when that happens, so adding a “call for action” flag costs essentially nothing. Nope. Not a chance in hell. All of this taking 3 times as long as it should because I had to keep asking her to repeat. In the end, I decided to just let it go, expressed my extreme displeasure with the customer “service” and hung up.
I did say “small” and it is. But it’s a perfect example of a company whose internal rules make it IMPOSSIBLE for the minions to do the right thing by their customers. I’m looking for a better credit card experience… anybody have suggestions?
I just had a HELL of a time with a small Chase credit card error. The ActBlue website double charged me (probably my fault). I called Chase, which insisted that I would tell the robot all the details… and then after really only a few minutes waiting (best part of the experience), sent me to a putative human with a strong Mumbai accent and a soft voice. First, she asked for EXACTLY the same details I had just given the robot. Then she explained that, yes, the double charge was visible, but since they were “pending” she could not dispute them. I said I preferred not to dispute them, just remove the obvious duplicate. Nope. I double checked. Yes, if I call and say the charge is incorrect, they WILL NOT FIX IT. Okay then. I asked her to please trigger a dispute or a message to me when the charges moved out of “pending” status. No, that’s not possible. I double checked. After all the system MUST know when that happens, so adding a “call for action” flag costs essentially nothing. Nope. Not a chance in hell. All of this taking 3 times as long as it should because I had to keep asking her to repeat. In the end, I decided to just let it go, expressed my extreme displeasure with the customer “service” and hung up.
I did say “small” and it is. But it’s a perfect example of a company whose internal rules make it IMPOSSIBLE for the minions to do the right thing by their customers. I’m looking for a better credit card experience… anybody have suggestions?