Has anyone here had to endure Chase customer support yet?

dcs34

Have you transferred the 1% cashback into the current account?

Is the current balance higher or lower than what you think should be in there?

JustAnotherSaver

Daliah said:

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.

Just because I did it here doesn't mean I did it with them.

I also don't go in much for this 'aggressive manner' talk. Too many sensitive souls.

So I told them that I am at a loss as to why they're talking about the round up account when i specifically asked about the current account - which they didn't respond to (instead responding as though it was the round up account I was asking over).

So, once that was spelled out to them, their response:

"So your bank account would also keep track of your balance, this will also reflect pence as well as pounds. It will also show the transfer to the round up account as well as the cost of the purchase. Does that help?"

Well no it doesn't because again it doesn't answer the question I asked.

Yes it shows the transaction.

Yes it shows the transfer to the round up account.

But £3.04 + £0.96 does not = £4.68

I know I know ... i'll go through all the transactions. Hate doing that on a small screen. Be better if I could do it on the PC but oh well.

JustAnotherSaver

k_man said:

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.

I think this is what it'll be.

I added it to PayPal and it did something like that. Said it'd charge then said it took no money.

There was another thing that I can't remember what it was now, possible Cafe Nero, but basically adding the card to another payment method that said it'd charge but then took no money.

Just showed up in my account as a random roundup but not linked to anything else.

Daliah

Don't forget to let everyone know when you have got to the bottom of it

Bigwheels1111

Not sure if I understand what’s going on but I will try.
You opened the chase account, clicked add for say the 1.5% savings account. Then clicked add and added the round up feature?. I have not done this yet. So can’t help. 1% cash back is set up when account is opened.
Savings account and other features need the add button and selecting.

wmb194

One scenario where the round up won't occur is if taking it would send the account overdrawn.

Kgm

This could possibly be the reason

How we work out your round-ups

We calculate your round-ups based on the first amount charged to your account. This is called the 'auth' amount. For example, if you tap into the Tube and it charges you 10p but updates to £7.50 later on, we'll round-up from the 10p.

When you're paying in a foreign currency, your card transactions are converted to pounds by Mastercard before they appear on your account. We'll use this GBP amount to round-up. 

Neil49

Kgm said:

This could possibly be the reason

How we work out your round-ups

We calculate your round-ups based on the first amount charged to your account. This is called the 'auth' amount. For example, if you tap into the Tube and it charges you 10p but updates to £7.50 later on, we'll round-up from the 10p.

When you're paying in a foreign currency, your card transactions are converted to pounds by Mastercard before they appear on your account. We'll use this GBP amount to round-up. 

Yes, that's correct and the same thing happens with bus fares.

The thing is, you only notice that this happens when you have an account like this (or Monzo /Starling) where you can see the transaction in a matter of seconds on your phone. Pay with a typical bank debit card (such as Barclays or Lloyds) and you would only typically ever see the final amount. 

ColdIron

Have you used the bus? I had a no pence balance and tapped my card on the bus. It debited a notional £0.10 (presumably because it didn't have access to the actual cost) and moved £0.90 into round up leaving a no pence balance. Next day the actual price changed from £0.10 to £3.30 leaving a balance with pence in it

I imagine this is common where cost is not known initially

JustAnotherSaver

7th April at 9:02pm