Hello Chase team,
I have had many declined transactions over the last two days, and because of these I have called and spoken to Fraud Operations representatives six times in the last 48 hours.
Transactions that have been declined include:
Buying books from Amazon, which I have done month after month for some years
Paying for an online game, also something I do multiple times a month
Paying for rental equipment from a music store, also at least monthly for many months
Getting gas at a Shell station about a mile from my house that I’ve used many times before
Getting gas at a different Shell station, after calling earlier the same day to complain about my earlier rejection at Shell
This experience has been incredibly frustrating. In addition to spending over 80 minutes total talking to Chase Fraud Operations (or talking to automated prompts) I have also spent quite a lot of time dealing with merchants, asking them to try the transactions again, etc.
Every time I have called I have been assured that the problem should now be resolved, and I should resume using my card. At least 4 of those 6 times I have told the representative how frustrated I was getting at the ongoing failure to get the problem cleared up.
After six frustrating incidents, I still have not received an adequate explanation about what went wrong, why someone didn’t fix it sooner, why those transactions were suspicious in the first place, and what is being done to fix the problem so it doesn’t happen again.
Your Fraud Operations team has failed so seriously, that you have lost me as a customer. I will be closing my account as soon as I can move my transactions to another card. The reason I’m writing right now is to let you know why I’m frustrated, why I’m leaving Chase, and to give you one last opportunity to explain what went wrong and what you’re doing about it.
Here are the times I called (US-Pacific) in case you need to check your records to see why the problem wasn’t resolved successfully any of those times.
5/14 00:38 9 min amazon books
5/14 08:32 2 min amazon books, online game
5/14 08:37 5 min online game
5/14 08:56 5 min online game
5/14 17:00 10 min music store
5/15 10:19 8 min gas station
5/15 10:31 42 min gas station
P.S. In addition to being a loyal customer to both Chase and Amazon, I’m also an employee of Amazon. I’ll be letting my executive team know how poorly this situation was handled and how Chase has failed to make the situation right after repeated attempts.
Thanks for your time.