Chase UK discussion

kuepper

Is there an email address to send Chase a complaint or does it have to be a letter as per their website?

Sensory

kuepper said:

Is there an email address to send Chase a complaint or does it have to be a letter as per their website?

A letter is an alternative to contacting them via the app or phone. I was able to complain on the phone, at the same time as they verified my transfer, all of which took 8 minutes. The "specialist" assigned to my case/transaction was extremely apologetic, logged my complaint, and within 10 minutes of the call ending, I received a £10 goodwill gesture in my current account (the transfer took 20 hours total from Saturday 2 PM to Sunday 10 AM).

That being said, I sent a flurry of angry support messages the day before, making it abundantly clear how immensely incensed I was that my money was effectively in limbo and how their security check procedure was unfathomably flawed (especially in comparison to other banks). The next day when I missed their call and called them back only to be told I had to wait for another call (from the assigned specialist who was unavailable when I called), I sent another diatribe because I had to cancel my plans in order to ensure availability for that phone call, just to release my money according to their schedule.

Apparently they do have a whole department who can assist, and not just the originally assigned "specialist" who may be unavailable, so their customer support is in dire need of further training.

miller

People getting caught up in this - when the funds were initially deposited into the Chase Saver did you send them direct using it's Sort Code/Account Number or via an internal transfer from the Current Account?

The app needs improving so these issues can be resolved without the need to call/message (and a lot faster than they have been in any case).

kuepper

miller said:

People getting caught up in this - when the funds were initially deposited into the Chase Saver did you send them direct using it's Sort Code/Account Number or via an internal transfer from the Current Account?

The app needs improving so these issues can be resolved without the need to call/message (and a lot faster than they have been in any case).

I sent my deposits direct to the Chase Saver

miller

Just wondered if they might operate some sort of "Net Deposits from External Accounts" check on the Current Account (similar to gambling firms for Anti-Money Laundering) which could be satisfied by going via the Current Account when depositing.

masonic

miller said:

Just wondered if they might operate some sort of "Net Deposits from External Accounts" check on the Current Account (similar to gambling firms for Anti-Money Laundering) which could be satisfied by going via the Current Account when depositing.

I have always paid in via the main current account, but withdrawn direct from the saver. Only my first large withdrawal was held, all subsequent ones went through ok.

Wheres_My_Cashback

Daliah said:

Wheres_My_Cashback said:

kuepper said:

kuepper said:

kuepper said:

kuepper said:

I'm over 24 hours waiting now, this is rubbish service you can't plan your finances properly with delays like this. 

No reply to my messages via the app so I phoned. After 20 min wait spoke to someone who said they'd have to transfer me to someone else but after another 5 mins holding I was told noone was available but a message had been left to phone me. No-one has. Now approaching 35 h since I started the transfer and I'm losing patience (as well as interest) that my money is in cyberspace 

Now over 48 hours mark. I had a message via the app earlier this morning asking when is the best time to phone me so now waiting for a call. I'll certainly bang a complaint off to their freepost address if nothing is offered besides an apology

Now 2 days 10 hours plus and money still pending and still not received the promised call from Chase. Total debacle, the small gains aren't worth the stress of these jokers.

Then lodge an official complaint. They're quite good at dealing with those and you can name your price.

Surely it isn't a sign of a good / desirable / reputable bank if you have to "name your price" to get decent service? 

No different to other banks/The Ombudsman where it's pretty standard phraseology nowadays to ask the complainant 'how can we rectify the matter and put things right'  which is usually followed by a negotiable offer of compensation/goodwill.

Daliah

Yet another thread with reports of delayed payments: https://forums.moneysavingexpert.com/discussion/6363787/chase-bank-oversubscribed-struggling-to-get-a-transfer-out

Desperadoo

Although since opening my chase account things have went well apart from slight delay for payments to external banks...a few hours maximum reading about longer delays worries me.

I am using chase current account and have a number of savings accounts...most small amounts used as " saving pots " for Christmas, birthdays etc but one min savings and to be honest am worried about possible.delas if I needed money in an emergency. 

Last night I transfered my main savings into my current account with another bank ( had not closed it ) but had closed my savings account.with them...now had to apply again for new savings account 🙃   

Am I overreacting? I know money safe with Chase just the access if needed. 

Daliah

It’s always a good idea to spread your risk. I don’t want to defend the overzealous checking of payments by Chase, but as history proves, you can encounter problems with any bank. Having your funds spread over multiple banks is one way of spreading your risk. Having one or two credit cards, paid off monthly, is another / additional precaution.