Chase UK discussion

uk1

masonic said:

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.

Thanks.
 
The sad thing is that most consumers are also unaware that if they buy online a consumer can receive the item and open it and try it and if they decide it unsuitable can return it to the merchant within 14 days without even giving a reason. If you return it after that time because it isn’t working in say 30 days the onus is on the merchant to prove it was working rather than the consumer proving it wasn’t.  To repeat, I rejected and returned the item in less than 14 days exactly as I had  received it.  The item returned doesn’t even need to be returned in it’s original packing but in my case I returned it exactly as I had received it. The issue was simply that the merchant had the item and refused the refund. 

The issue here is that both the merchant and Chase don’t seem to understand this. 

All Mastercard should be asked to do is (a) satisfy itself the item had been returned (I provided the Royal Mail signed for receipt) and (b) no refund had been made which Chase could obviously confirm. 

It should have been really straightforward. 

Today, Chase asked me whether I would withdraw my complaint so they could “close it”.   I asked them why I would close and withdraw my complaint when they haven’t given me an answer  or solution to my complaint.  They said “fair enough” and credited me with £20 and said I’d hear from them at some time. 

masonic

uk1 said:

masonic said:

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.

Thanks.
 
The sad thing is that most consumers are also unaware that if they buy online a consumer can receive the item and open it and try it and if they decide it unsuitable can return it to the merchant within 14 days without even giving a reason. If you return it after that time because it isn’t working in say 30 days the onus is on the merchant to prove it was working rather than the consumer proving it wasn’t.  To repeat, I rejected and returned the item in less than 14 days exactly as I had  received it.  The item returned doesn’t even need to be returned in it’s original packing but in my case I returned it exactly as I had received it. The issue was simply that the merchant had the item and refused the refund. 

The issue here is that both the merchant and Chase don’t seem to understand this. 

All Mastercard should be asked to do is (a) satisfy itself the item had been returned (I provided the Royal Mail signed for receipt) and (b) no refund had been made which Chase could obviously confirm. 

It should have been really straightforward. 

I agree completely. Here's some bedtime reading. One is a bit long, but both give an insight into the FOS's stance on issues like this:

https://www.financial-ombudsman.org.uk/decision/DRN-3188094.pdf

https://www.financial-ombudsman.org.uk/decision/DRN-2902672.pdf

uk1

masonic said:

uk1 said:

masonic said:

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.

Thanks.
 
The sad thing is that most consumers are also unaware that if they buy online a consumer can receive the item and open it and try it and if they decide it unsuitable can return it to the merchant within 14 days without even giving a reason. If you return it after that time because it isn’t working in say 30 days the onus is on the merchant to prove it was working rather than the consumer proving it wasn’t.  To repeat, I rejected and returned the item in less than 14 days exactly as I had  received it.  The item returned doesn’t even need to be returned in it’s original packing but in my case I returned it exactly as I had received it. The issue was simply that the merchant had the item and refused the refund. 

The issue here is that both the merchant and Chase don’t seem to understand this. 

All Mastercard should be asked to do is (a) satisfy itself the item had been returned (I provided the Royal Mail signed for receipt) and (b) no refund had been made which Chase could obviously confirm. 

It should have been really straightforward. 

I agree completely. Here's some bedtime reading. One is a bit long, but both give an insight into the FOS's stance on issues like this:

https://www.financial-ombudsman.org.uk/decision/DRN-3188094.pdf

https://www.financial-ombudsman.org.uk/decision/DRN-2902672.pdf

Once again, thanks so much for your resourceful and knowledgeable help and links and encouragement.  I actually feel totally defeated by Chase at the moment - it feels like Alice in Wonderland - and I feel that each day takes me further away from what should be a really simple process and straightforward conclusion. 

B0bbyEwing

The problem with being forced to have ALL Chase chat in 1 thread is needle-in-haystack. Things will be missed. This post from me may well be missed. But hey ho.

Does anyone else with Chase feel the need to take a few happy pills before getting on the chat service to them? Never have I experienced something so painful! 

You ask them a question & their response basically ignores you & tells you to try a method that your original contact said you'd already tried but it failed.

Time & time again they've told me something that my original contact actually answered. 

I then reply saying thanks for that, that's reassuring to know, however your response didn't answer my question at all. 

So then they tend to get it on the second attempt. But this merry go round is like every time now. So annoying.

masonic

B0bbyEwing said:

The problem with being forced to have ALL Chase chat in 1 thread is needle-in-haystack. Things will be missed. This post from me may well be missed. But hey ho.

I'm sure I'm not alone in following the main thread closely and missing a lot of the single issue threads that people start.

B0bbyEwing said:

Does anyone else with Chase feel the need to take a few happy pills before getting on the chat service to them? Never have I experienced something so painful! 

You ask them a question & their response basically ignores you & tells you to try a method that your original contact said you'd already tried but it failed.

Time & time again they've told me something that my original contact actually answered. 

I then reply saying thanks for that, that's reassuring to know, however your response didn't answer my question at all. 

So then they tend to get it on the second attempt. But this merry go round is like every time now. So annoying.

It certainly is annoying that every reply seems to start a new chat and go to a different person, and the new person often fails to check back over the previous responses, so you end up having to repeat yourself. In the beginning the chat sessions were left open for a while so that you could have a dialogue with the same person.

miller

B0bbyEwing said:

Does anyone else with Chase feel the need to take a few happy pills before getting on the chat service to them? Never have I experienced something so painful!

Try Halifax chat, you'd need to double the dose!

Daliah

Just register a formal complaint with Chase if their CS give you the run-around on the same issue. Take a copy of all the evidence documented in the chat, just in case it magically vanishes once there is a complaint about it.

northwalesd

I've yet to find the need to actually ask them something. Maybe we use our accounts in different ways.

uk1

B0bbyEwing said:

The problem with being forced to have ALL Chase chat in 1 thread is needle-in-haystack. Things will be missed. This post from me may well be missed. But hey ho.

Does anyone else with Chase feel the need to take a few happy pills before getting on the chat service to them? Never have I experienced something so painful! 

You ask them a question & their response basically ignores you & tells you to try a method that your original contact said you'd already tried but it failed.

Time & time again they've told me something that my original contact actually answered. 

I then reply saying thanks for that, that's reassuring to know, however your response didn't answer my question at all. 

So then they tend to get it on the second attempt. But this merry go round is like every time now. So annoying.

Yes.  It is rich in platitudes and light in effort and substance.  I have a complaint logged for (a) requesting an overwhelming amount of totally irrelevant information and (b) repeatedly asking for information it already had and  (c) for providing an inadequate communication method of providing it. 

masonic

northwalesd said:

I've yet to find the need to actually ask them something. Maybe we use our accounts in different ways.

I've sent a few faster payments, so have needed to ask them why they haven't been sent or appeared in my transaction history several hours later. I've also had to ask why their app isn't functioning, despite their status page showing no issues. Those are the only questions I've had for them.

Providing card transactions aren't rejected, or incoming payments, then I should have no reason to interact with their CS again, as I only use the account as a prepaid card now, and will only do so until the 1% cashback expires. Unfortunately, as a current or savings account it just didn't pass muster.