WORST Customer Service call I have ever had.
After a recent call with Chase bank, I needed to write a review. Mind you, I have had very few issues with Chase. I have been told that as long as you do not contact customer care, you are good.
My cell phone was lost, and I was in the process of getting a new one. Because that was my mode of two factor authentication, I had to resort to calling the number to get a code to access my account online.
The conversation went like this -
The guy picked up the phone very quickly, and gave me a greeting. I explained the situation a little, and requested access to my account. He told me that to verify me he would send a notification to my phone. To which I told him I didn't have the phone on me.
Not a problem right? There are other methods to get access.
He stated that it was fine, and asked me the price of a purchase I made at a gas station a week ago. This was to fill up my car. The number he gave me were within a couple of dollars of each other, and I told him that I was not sure due to that being a week ago. But I guess I answered incorrectly.
Without hesitation, he said I cannot verify you, and Chase will have to call your phone for you to gain access to your account. They will contact you within 48 hours.
Issue being, I still don't have a phone. I tried to explain that to him several times, and he kept saying "I'm sorry sir, we will call you in 48 hours".
Then when he decided he was done with me, I was interrupted and asked if there was anything more he could do for me. I said no, and got a very quick, "Okay, goodbye".
From the start of the call, he didn't listen to what the issue was. I still don't know if he understands I won't have my phone for a couple of weeks. That and the interrupting, and the cold comments, I have never felt more thrown to the side as a customer.
If policy states that they may only ask one authenticating question about a purchase that was done a while ago, and make you guess the amount, then offer no other security question or whatnot. That is a poor, a very poor policy.
If I could give zero stars I would.