Has anyone here had to endure Chase customer support yet?

JustAnotherSaver

My God! I'm banging my head against a wall on this one. This has been going on in the messages since about 11am.

So primarily I want to know if i've done anything wrong (as in I want to make sure i'm getting 1% cashback and 5% interest for the roundup).

I've had the account around a week and all has been well but the past couple days my current account has shown a pence balance - as in say £123.45.

If everything gets rounded up then i'm not sure how this is possible - so asked them to explain.

We've been going round the houses all flipping day. They just keep telling me that transactions are rounded up and then give me an example.

YES, I KNOW THIS!!! I'VE SAID I KNOW THIS!!

So I give them an example of my own. If i start with £10 and spend the £4.05 they used in their example then 95p is used to round off to the next £1 so 95p goes to my round up account

So a total of £5 leaves my current account, £4.05 to the retailer, 95p to my roundup account. My current account should then show £5.00. 5 pounds and ZERO PENCE. Surely it should always show ZERO PENCE?

So why then does my account show a balance that includes pence? I think right now it's sitting at like £374.86. Surely it should either be £374 or £375?!

So what do their customer support guys reply to me?.....

They tell me that my round up account will show pence as it rounds up to the nearest pound & therefore sends varying pence amounts over.

YOU DON'T FREAKIN SAY!?!?!? Would be great if I contacted you asking about my round up account but I SAID CURRENT ACCOUNT!!!!

Honestly. Good luck to you if you need to call on them. I hope you have a lot of patience!

Olinda99

did you start off with a pence balance before activating roundup ?

also you can click 'show all activity' and scroll through the spends and corresponding roundups to see what is happening

Thrugelmir

Have you looked at the account statement and worked out what's happening for yourself. Should be easy enough to do given you've only had the account for a week. A telephone customer support person isn't going to do this for you. At the moment you're chasing rabbits down holes rather than having a specific issue to discuss or register. 

JustAnotherSaver

Olinda - nope, I started off with exact pounds for my balance.

Every transaction it would throw over the roundup & my current account would show exact pounds as the balance. Then as I say, the last few days it's started to show pence in the total balance.

I think their app statements/transaction list could be better. Every other bank i'm with or account I have shows me the exact balance on the end of a given day.

I tally my accounts for the end of the month, so look at the balance at the end of the month & just stick this in a spreadsheet.

Looks like Chase don't like to do that, or if they do then I can't find it. They instead tell you what you spent on a day, rather than what your balance was at the end of that day.

So you'll need to get a total starting balance & then manually deduct all the daily totals from it to get your own end of day balance.

That sounds so ridiculous so i'm sure I've missed it somewhere since absolutely every other bank i'm with can tell you the end of the day balance.

sebtomato

JustAnotherSaver said:

My God! I'm banging my head against a wall on this one. This has been going on in the messages since about 11am.

So primarily I want to know if i've done anything wrong (as in I want to make sure i'm getting 1% cashback and 5% interest for the roundup).

I've had the account around a week and all has been well but the past couple days my current account has shown a pence balance - as in say £123.45.

If everything gets rounded up then i'm not sure how this is possible - so asked them to explain.

We've been going round the houses all flipping day. They just keep telling me that transactions are rounded up and then give me an example.

YES, I KNOW THIS!!! I'VE SAID I KNOW THIS!!

So I give them an example of my own. If i start with £10 and spend the £4.05 they used in their example then 95p is used to round off to the next £1 so 95p goes to my round up account

So a total of £5 leaves my current account, £4.05 to the retailer, 95p to my roundup account. My current account should then show £5.00. 5 pounds and ZERO PENCE. Surely it should always show ZERO PENCE?

So why then does my account show a balance that includes pence? I think right now it's sitting at like £374.86. Surely it should either be £374 or £375?!

So what do their customer support guys reply to me?.....

They tell me that my round up account will show pence as it rounds up to the nearest pound & therefore sends varying pence amounts over.

YOU DON'T FREAKIN SAY!?!?!? Would be great if I contacted you asking about my round up account but I SAID CURRENT ACCOUNT!!!!

Honestly. Good luck to you if you need to call on them. I hope you have a lot of patience!

Did you transfer money in or out? Did you have some direct debits? Did you have any refunds?

I believe rounding is only for payments made by debit card, so no, your current account may not always be without decimals...

wiseonesomeofthetime

Have you had a refund into the account? 
I experienced going back to £xx.55 when I had a 45p refund from a travel app.

Have you inadvertently paused roundups? 

"All activity" from the home screen will show you what you have SPENT that day. 

Tap your account, then "all activity" within the account screen, and you'll see the daily totals that LEFT YOUR ACCOUNT, ie including roundups. 

Does that help identify the variation point? 

k_man

Have you had any refunds?

And as suggested above, if you view your transactions you should see when/if this occured.

Activity shows daily spend, and you should be able to spot any transactions missing round up.

So your question should be, 'why did transaction X not get rounded up?'

Back to the OP

I have used support, and they were helpful. Not quick (took a day or so to resolve) but my query, like yours is not in any way urgent

mab3000

Have you transferred your cash back you’ve earned to your current account? 

JustAnotherSaver

Right let's get this clarified...

No, no direct debits, no refunds.

Money went in - £500. That was the start. Again to clarify that was £500.00.

Things were bought. Money was rounded up & auto transferred, current account remained at a £xxx.00 balance.

More things bought, more round ups, more £xx.00 balance.

Repeat, repeat, repeat.

Then randomly the current account balance showed £xx.76.

No refunds, no direct debits, no standing orders, just items purchased.

Daliah

JustAnotherSaver said:

Then randomly the current account balance showed £xx.76.

As it is easy to identify the transaction(s) for which not round-up happened, your question to Chase should simply be why there was no round-up(s) for the transaction(s) in question. 

As this is not an urgent question, it might be best to email the question to them, with supporting screenshots, and wait for their response. I wouldn't write much in upper case or other aggressive manner - just calmly ask why there was no round-up on the given transaction(s).  The email address is ChaseSupportUK@chase.com.

k_man

It does make it harder to tracker as the activity/transaction list does not show balance after each transaction.

You just have to wait until the end of April for your full statement 😋.

However, just make sure you have matched every round up to a transaction.
And check every daily spend is whole £.


In the same way as refunds skew the balance away from exactly £xx.00, test/pending transactions (which then disappear) can trigger a round-up too.

E.g. when I added my Chase card as a new payment type to a system, a nominal transaction was created, which later was cancelled. The round up us still there.

Similarly transactions that change value after first being approved (e.g supermarket online orders that have something unavailable at picking) may create a mismatch of round ups.

But if you have checked every activity, you will have found these already.