Dumb Ass Stupid Management: Chase
On December 23 I decided to make an impulse purchase and get my wife a little more bling for Christmas. The jewelry store is a mile or two from my house. My Chase card has a zero balance.
The card was denied. I used American Express.
By the time I arrived home the fraud prevention people had called. I called back the automated system which verified that it was I making the purchase but, of course, too late. You can’t transfer to a live person. So I called again.
The woman who finally answered after a dozen menu choices and a hold, practiced Customer Service 101 on me. “I know how you feel sir, I’m sorry if the experience was humiliating.”
“It is absolutely impossible for Chase to humiliate me, Chase can only easily irritate me, as you’re doing right now. Why was the card declined?”
Of course, she couldn’t tell me, except that certain exceptions, amounts, conditions, blah, blah, blah. She had no clue, she had no cares, she had her script.
I’ve cancelled this card, one of their premier cards, and I’ve been a cardholder for a long time. I’m tired of dealing with scared, cowardly companies so afraid of losing a few bucks that dramatically inconveniencing customers seems like a reasonable option. I visited Alcatraz a couple of months ago, and it seems to me that fraud prevention people would have made excellent prison guards there.
I’ve decided if you don’t trust me, I don’t want you in my life and I won’t pay you money or purchase your products and services. JPMorganChase was a client of mine once, as was Chase Manhattan before them. I always wanted to give my business and invest in companies that hired me as a consultant.
Times have changed. You have to prove to me that your senior people are leading toward growth and the future, not cutting costs and running from fear.
They can go Chase themselves.
© Alan Weiss 2013
Mike Brito
I trust you Alan! Please contact me to review your outdoor room needs!
DJ Crane
Thanks for describing your experience, reaction, and corrective action clearly. Most of us have choices to make and actions to take daily in a similar vein. For example, my wife and I find Donald Trump’s posture on the President and related issues absurd. We learned that Macy’s thinks Trump is a relevant spokesperson. My wife cut up her Macy’s card and returned it to the CEO of Macy’s with a strongly worded letter. We’ll shop elsewhere. I’ve had several business trips recently [as a consultant] where the hotel was near a shopping center with Macy’s store. I’ve enjoyed the opportunity to take a few after in the evening to visit the Macy’s stores, ask to see the manager, and calmly note that my wife and I won’t shop at Macy’s any longer due to the CEO’s irresponsible support for the absurd Mr. Trump. Vote with your dollars, credit cards and words … in a constructive, problem solving mode.
Alan Weiss
Donald Trump has to be on the list of the top 25 most annoying people who receive media attention.