Anyone else having problems with the Chase Banking App?

leedsone

I was enjoying the Chase app until yesterday when it declined a payment to a supermarket. No problem just used another card, however overnight the declined amount was debited 3 times from my Chase account, despite a text from Chase that the payment hadn't gone through. I have sent a message on the support chat but with no response and when I try to phone them from the app it just crashes. I'm thinking of closing the account as the IT seems a bit flaky and the customer support non existent! 

masonic

How did you pay? Physical card? Google/Apple Pay? Duplicate payments are most likely a POS terminal issue. It was probably the 4th payment that was declined and the others went through initially. How long have you waited for a response from support to your message? Using the phone option in the app just sends their 0800 number to your phone app. The same details can be found here: https://www.chase.co.uk/gb/en/support/contact-us/

I believe there is also an option to flag transactions in the app and have them call you regarding them (would not really recommend them initiating the call as it is easier for you to be confident you are talking to someone who is really from Chase if you call them).

The app has been quite flaky, it's an ongoing issue since they've had a flood of customers following the launch of the 1.5% savings account. Though I doubt your debit card issues are related to that.

I've never had any issues with their CS. Phone promptly answered and messages replied to within minutes most of the time. I do tend to contact them early in the morning before they get busy.

MX5huggy

Relax, I would wait till next week. It’ll probably just sort out. 

SAC2334

I am not getting the referral code which others have been getting .Under "rewards " I get the 1% casback and the "roundups " but thats it.Very odd 

jaypers

Are you sure these aren’t just pending transactions rather than posted ones? 

Daliah

This appears to be an isolated incident, specific to your account/card, as none of the other 500,000 Chase account holders seems to have reported this issue. This doesn't make it less annoying for yourself but you have to sort it out with Chase. Calling them directly, not via the app, on 0800 376 3333 should get you into their call queue, which seems to be short early in the morning.

You can also email them on ChaseSupportUK@chase.com 

[Deleted User]

I love the chase app and the support I've received has been fine. You have to consider just how many people are joining each day, they must be inundated.

Norrie

I have had an experience similar to the one reported by Leedsone on this thread. On 25th May I attempted to pay for lunch at a cafe and my contactless payment by Chase card was declined. The cafe owner then asked me to insert my card and enter my pin code - again declined, so I paid by another method. Despite having the retailers's terminal slip saying declined, to my surprise both entries were debited to my account some 7 hours later. When I queried this, one of the entries disappeared, but I have had no success to date in having the second amount refunded, despite three messages, answered by 3 different people at Chase. According to them, they authorised the payment (!) and I will need to wait between 7 - 30 days for the transaction to cease being "pending", and I may even need to contact the cafe owner. I find this highly unsatisfactory - this is only a small transaction but it's the principle.
I've also had two previous contactless payments declined apparently for reaching my "contactless limit". I find this quite embarrassing and now intend to stop using the Chase card.

wiseonesomeofthetime

I have NEVER used my physical Chase card. It never came out the envelope. 

All purchases via Google Pay and no issues. 

Perhaps I've been lucky 🤷‍♂️

TheWoodler

App not working very well either. My cashback rewards have been pending since Fri (normally take 24h to clear). 

On Fri I had a partial refund for goods to the tune of £11 from an online order. Chase immediately turned my rewards to a - balance of 11p (I’d already swiped to go into my savings pot.) Fine. 

I’ve since accrued more cashback. All pending since the day of my refund on Fri. I don’t think that’s a coincidence. You’d think there’d be a common sense approach - take 11p off the new cashback and allow the rest to go through. I messaged in-app today (I’m deaf - the phone’s difficult). Nothing. 

Later on today my negative balance had reduced to 2p - my cashback rewards still pending. No rhyme or reason to it.

Consensus: for the first time since joining Chase I’ve found the app and customer service less than optimal. 

jimexbox

No issues with cashback over the last week.