Chase UK discussion

uk1

For what it’s worth … I will simply suggest to others after some extreme pain and belated recognition of Chase’s limitations that whilst Chase seems totally OK for all non traditional banking ie simply interest and cashback - do not under any circumstances use your debit card for anything non-trivial as the combination of chat and cut and paste and robotic response approaches  will likely leave you unsupported if you need what would be relatively easy from other banks in terms of non-section 75 straightforward chargebacks.  

Use Amex or other cards or take the risk.  

Daliah

uk1 said:

For what it’s worth … I will simply suggest to others after some extreme pain and belated recognition of Chase’s limitations that whilst Chase seems totally OK for all non traditional banking ie simply interest and cashback - do not under any circumstances use your debit card for anything non-trivial as the combination of chat and cut and paste and robotic response approaches  will likely leave you unsupported if you need what would be relatively easy from other banks in terms of non-section 75 straightforward chargebacks.  

Use Amex or other cards or take the risk.  

I can't but ask: How are you going to get the "totally OK cashback" if you do not "under any circumstances use their debit card"? 

wiseonesomeofthetime

Daliah said:

uk1 said:

For what it’s worth … I will simply suggest to others after some extreme pain and belated recognition of Chase’s limitations that whilst Chase seems totally OK for all non traditional banking ie simply interest and cashback - do not under any circumstances use your debit card for anything non-trivial as the combination of chat and cut and paste and robotic response approaches  will likely leave you unsupported if you need what would be relatively easy from other banks in terms of non-section 75 straightforward chargebacks.  

Use Amex or other cards or take the risk.  

I can't but ask: How are you going to get the "totally OK cashback" if you do not "under any circumstances use their debit card"? 

Your quote missed a few words:

"do not under any circumstances use your debit card for anything non-trivial"

uk1

Daliah said:

uk1 said:

For what it’s worth … I will simply suggest to others after some extreme pain and belated recognition of Chase’s limitations that whilst Chase seems totally OK for all non traditional banking ie simply interest and cashback - do not under any circumstances use your debit card for anything non-trivial as the combination of chat and cut and paste and robotic response approaches  will likely leave you unsupported if you need what would be relatively easy from other banks in terms of non-section 75 straightforward chargebacks.  

Use Amex or other cards or take the risk.  

I can't but ask: How are you going to get the "totally OK cashback" if you do not "under any circumstances use their debit card"? 

You have been answered.  

I was simply stating that if the transaction was so small that you could shrug and write it down to a bad day then I’d be happy to use my Chase chargecard. Amazon for example.  

I was also saying that if you a making a more substantial purchase where you might (even unforeseen) need some help for  a Chase chargeback then avoid using the card.  They are at every level totally inadequate in my experience.

I’m sorry you found my post confusing.  I was simply trying to be helpful to others and meant well. 

Penelopa.Pitstop

Is council tax excluded from cashback? I read exclusions, but still not sure.

ccluedo

Penelopa.Pitstop said:

Is council tax excluded from cashback? I read exclusions, but still not sure.

Yes, I tried it but no luck. 

masonic

Penelopa.Pitstop said:

Is council tax excluded from cashback? I read exclusions, but still not sure.

It depends. Mine is.

masonic

uk1 said:

For what it’s worth … I will simply suggest to others after some extreme pain and belated recognition of Chase’s limitations that whilst Chase seems totally OK for all non traditional banking ie simply interest and cashback - do not under any circumstances use your debit card for anything non-trivial as the combination of chat and cut and paste and robotic response approaches  will likely leave you unsupported if you need what would be relatively easy from other banks in terms of non-section 75 straightforward chargebacks. 

Does that mean they were unwilling to put in a chargeback claim on your behalf?

uk1

masonic said:

uk1 said:

For what it’s worth … I will simply suggest to others after some extreme pain and belated recognition of Chase’s limitations that whilst Chase seems totally OK for all non traditional banking ie simply interest and cashback - do not under any circumstances use your debit card for anything non-trivial as the combination of chat and cut and paste and robotic response approaches  will likely leave you unsupported if you need what would be relatively easy from other banks in terms of non-section 75 straightforward chargebacks. 

Does that mean they were unwilling to put in a chargeback claim on your behalf?

A lot more complicated than that.  I do so wish you hadn’t asked ……

The chargeback request was for a very simple reason.  An item was returned within 7 days to the merchant that appeared to have been used and didn’t work.  The merchant simply refused a refund unless I agreed to a substantial “restocking” fee and only if I returned the item unused and unopened.  But they sent me an opened used item.  

Chase eventually sent me the longest request for documentation you could imagine including demands that were completely irrelevant to the issue.  I simply cannot list them all.  As an example they demanded a detailed experts report for the item I had already returned of what was defective/wrong with the item.  They demanded that I could only use the message system to send these items.  The message system only accepts extremely short messages.  I have my emails on a PC and my Chase account on an ipad.  They told me to reconfigure the ipad to suck in the messages and then take screen shots of the emails.  This would have entailed several hundred screenshots because the ipad screen i small and the messages would each take several images.  They basically demanded documentation that had nothing to do with the issue and then failed to provide an adequate method of communicating with them.  I  asked them to give me an email address to forward the emails and they refused.  I asked them to reconsider what evidence they had demanded and limit these to the issue.  They refused.  I explained all this to them and asked that they treat my complaint as a formal complaint and convert their intransigent position as a formal deadlock response. 

Through all this they were heavy on false niceties and empty but heavy soothing reassurances but nothing progressed. 

Every time I had a new message they kept asking for information that I had already given them or they had already given me.  In the end it was like spending my time talking to a rather thick demented robot.

They have now belatedly given me an email address.  I have sent them all of the documentation.  I have explained that the issue is in fact really simply.  The item was returned and received by the merchant and they refuse a refund.  None of this is contested by the merchant.  They think they have no obligation to make a refund  because the item was opened.  

I really could go on about these exchanges but I have no confidence at all in them.

masonic

Well I do hope you use that formal deadlock response to go to the Financial Ombudsman. There are plenty of upheld claims relating to chargeback problems and your case looks like a slam dunk. Thinking selfishly, it might help others who use a Chase debit card for purchases if Chase learns the hard way what is expected of them, and the consequences for failing in their regulatory obligations.