Stay away from Chase!! Terrible overseas customer support and follow through!!! I was a long time holder of a Chase Credit Card (25 years plus). Recently I was booking airline tickets for a family trip. The transaction would not go through. After a couple of attempts reentering all the flight, passport and personal info I received an E mail message asking if the transaction I was attempting was legitimate. I confirmed it was a valid transaction and assumed problem solved. After two more attempts no luck. So I figured I would call customer service to remedy. After going through the prompts I was connected with a customer service representative overseas. I explained the problem and they could see the card was put on hold due to possible fraud. I went through the verification process and was assured the situation would be remedied right away. I was then put on hold for approximately ten minutes while the person was looking into my account, occasionally they checked in. They explained the computer was running slow and they were unable to see what they needed to on their end. While on hold I asked some general questions about the situation when the representative would check in. I received very canned responses that had very little to do with my questions. Soon after I started to realized the person could only respond to questions that were on a script they could reference plus every time that person checked in the background noise sounded like they were in a crowded call center or some over crowded venue. While waiting on hold, of course my flight site timed out and all the information was gone again. I had to start that process from scratch. Finally I told the person that I could not wait on hold anymore and that this was ridiculous. I went through the process of booking my flights and used another card without an issue. Unfortunately because of the situation my one time discount code with the airline became unusable which now cost me another couple hundred dollars to book the same flights. So after all this I tried to use my card at a gas station the next day, still did not work. I followed up with a subsequent call that day to Chase, went through the verification process and was again connect with an overseas representative. I went through the identity verification, explained the situation and was placed on hold while my information was being pulled up. After a couple minutes I was told I needed to speak with a different representative. On hold again. When the rep. would check in while on hold I would ask some account related questions only to receive off topic canned responses. After a couple minutes I had reached my full frustration level and told the representative I had to leave the call due to an upcoming appointment. They were sorry for the delay and a rep. would call tomorrow to remedy the situation. The next day came and went and here 30 days later I just cancelled the card ending my relationship with Chase. Chase used to be excellent, but now with AI and cost savings they appear to have outsourced their customer service and failed to have a data system that works globally. Kind of concerns me about the security of the whole situation as well. I have switched to a different back with onshore customer service.
