Chase Bank - Oversubscribed? Struggling to get a transfer out

inspectorperez

masonic said:

While it probably falls under 'too much of a coincidence' territory to receive a call within seconds, one should be very wary of such calls. Incoming phone numbers can be spoofed, and you would really have to have your wits about you not to disclose any sensitive information during such an automated call (I do not know what information is requested, but hopefully nothing too sensitive). While it can be a pain and often takes much longer, it is safest to call them rather than having them call you - unless you have set up some sort of password they can give you to prove it is really them.

Agree!

Interestingly I googled the telephone number which was the same on both occasions and the search result took me straight to the attached pdf Santander leaflet on fraud awareness. The section dealing with automated calls is on page 4, and that accurately describes what happened on each occasion. The telephone number which my search enquiry was based on is nowhere to be found in the body of that document, and I have to admit being puzzled as to how my search came up with this particular document!

https://www.santander.co.uk/assets/s3fs-public/documents/fraud_awareness_0.pdf

wiseonesomeofthetime

kuepper said:

I've just had a nightmare withdrawal (my 3rd delayed payment) with Chase, it took 2 days 12 hours and more to take some money from my Chase Saver and then only because I was messaging and phoning again and again. MSE need to amend their description which is not my experience 

"... easy access - where you can put money in and withdraw it whenever you want"

I spent an hour listening to the hold music this evening, trying to push my transfer to an account in my name with another provider, that I had transferred to before! Gave up in the end.

Let's see what tomorrow brings.

Daliah

masonic said:

inspectorperez said:

...This was immediately followed by an automated phone call to my landline where I was taken through security by an automated voice. On answering the security questions correctly by use of telephone keypad, my online account then became available within a matter of seconds. I was subsequently able to complete the two payments in question...

While it probably falls under 'too much of a coincidence' territory to receive a call within seconds, one should be very wary of such calls. Incoming phone numbers can be spoofed, and you would really have to have your wits about you not to disclose any sensitive information during such an automated call (I do not know what information is requested, but hopefully nothing too sensitive). While it can be a pain and often takes much longer, it is safest to call them rather than having them call you - unless you have set up some sort of password they can give you to prove it is really them.

I suppose that as long as the message asks whether you attempted a payment of £xxxx - information that a scammer wouldn't have - the phonecall is safe. However, not sure I understand why they need to make any further checks if I have ok-ed all their warning messages before I approved the payment with biometrics. Probably just them covering their own backside so that they can prove that they have not been negligent if an APP claim was made.

masonic

inspectorperez said:

masonic said:

While it probably falls under 'too much of a coincidence' territory to receive a call within seconds, one should be very wary of such calls. Incoming phone numbers can be spoofed, and you would really have to have your wits about you not to disclose any sensitive information during such an automated call (I do not know what information is requested, but hopefully nothing too sensitive). While it can be a pain and often takes much longer, it is safest to call them rather than having them call you - unless you have set up some sort of password they can give you to prove it is really them.

Agree!

Interestingly I googled the telephone number which was the same on both occasions and the search result took me straight to the attached pdf Santander leaflet on fraud awareness. The section dealing with automated calls is on page 4, and that accurately describes what happened on each occasion. The telephone number which my search enquiry was based on is nowhere to be found in the body of that document, and I have to admit being puzzled as to how my search came up with this particular document!

https://www.santander.co.uk/assets/s3fs-public/documents/fraud_awareness_0.pdf

I'm actually quite impressed with this document. Knowing what details you will be asked for in advance is really useful. Most of the risk comes from not knowing what to expect, and then being vulnerable to disclosing too much in a fraud situation. Also good to see they aren't asking customers for passwords or the answer to security questions when they initiate this call.

masonic

Daliah said:

masonic said:

inspectorperez said:

...This was immediately followed by an automated phone call to my landline where I was taken through security by an automated voice. On answering the security questions correctly by use of telephone keypad, my online account then became available within a matter of seconds. I was subsequently able to complete the two payments in question...

While it probably falls under 'too much of a coincidence' territory to receive a call within seconds, one should be very wary of such calls. Incoming phone numbers can be spoofed, and you would really have to have your wits about you not to disclose any sensitive information during such an automated call (I do not know what information is requested, but hopefully nothing too sensitive). While it can be a pain and often takes much longer, it is safest to call them rather than having them call you - unless you have set up some sort of password they can give you to prove it is really them.

I suppose that as long as the message asks whether you attempted a payment of £xxxx - information that a scammer wouldn't have - the phonecall is safe. However, not sure I understand why they need to make any further checks if I have ok-ed all their warning messages before I approved the payment with biometrics. Probably just them covering their own backside so that they can prove that they have not been negligent if an APP claim was made.

I've been in the situation where I've been asked for the value of the transaction as one of the security questions, but you are right, it is something that could be volunteered as evidence the call is genuine. Hopefully we'll get to a point where online questions can be used to avoid most of these calls. Certainly long standing payees should be screened out right away. The high risk payments will be those to a newly opened account, where there is no COP, and it could take human interaction to make sure there is clear understanding of the checks that should have been performed by the customer, and the risks. Judging by recent FOS decisions, this is where banks can get into hot water.

inspectorperez

kuepper said:

I've just had a nightmare withdrawal (my 3rd delayed payment) with Chase, it took 2 days 12 hours and more to take some money from my Chase Saver and then only because I was messaging and phoning again and again. MSE need to amend their description which is not my experience 

"... easy access - where you can put money in and withdraw it whenever you want"

This is not good!

I use my Chase savings account, no doubt like many others to hold surplus liquid funds and maintain a modest balance only on my main bank current account (held with another provider). When large outgoing payments fall due on that current account (credit card settlement payments etc) it is essential to be able to transfer money same day to cover. A 2 day + hold up would certainly cause me a problem in that scenario and I will watch this thread with interest before deciding whether to pull the plug on Chase.

masonic

inspectorperez said:

kuepper said:

I've just had a nightmare withdrawal (my 3rd delayed payment) with Chase, it took 2 days 12 hours and more to take some money from my Chase Saver and then only because I was messaging and phoning again and again. MSE need to amend their description which is not my experience 

"... easy access - where you can put money in and withdraw it whenever you want"

This is not good!

I use my Chase savings account, no doubt like many others to hold surplus liquid funds and maintain a modest balance only on my main bank current account (held with another provider). When large outgoing payments fall due on that current account (credit card settlement payments etc) it is essential to be able to transfer money same day to cover. A 2 day + hold up would certainly cause me a problem in that scenario and I will watch this thread with interest before deciding whether to pull the plug on Chase.

See also https://forums.moneysavingexpert.com/discussion/6295399/chase-uk-discussion
Lots of others having difficulties, although the 2+ day hold up (which I think included part of the bank holiday weekend) is the worst example so far.

cloud_dog

I guess, I've just been lucky then 

inspectorperez

masonic said:

inspectorperez said:

kuepper said:

I've just had a nightmare withdrawal (my 3rd delayed payment) with Chase, it took 2 days 12 hours and more to take some money from my Chase Saver and then only because I was messaging and phoning again and again. MSE need to amend their description which is not my experience 

"... easy access - where you can put money in and withdraw it whenever you want"

This is not good!

I use my Chase savings account, no doubt like many others to hold surplus liquid funds and maintain a modest balance only on my main bank current account (held with another provider). When large outgoing payments fall due on that current account (credit card settlement payments etc) it is essential to be able to transfer money same day to cover. A 2 day + hold up would certainly cause me a problem in that scenario and I will watch this thread with interest before deciding whether to pull the plug on Chase.

See also https://forums.moneysavingexpert.com/discussion/6295399/chase-uk-discussion
Lots of others having difficulties, although the 2+ day hold up (which I think included part of the bank holiday weekend) is the worst example so far.

Thank you for the link. 122 pages of discussion on Chase!

Having read the latest posts, it does seem to have a common theme and no doubt hence the title to this particular thread.

It also seems such a pity that Chase does not appear to be able to assign a safe status to existing payees thus eliminating many pointless security interventions.

kuepper

inspectorperez said:

kuepper said:

I've just had a nightmare withdrawal (my 3rd delayed payment) with Chase, it took 2 days 12 hours and more to take some money from my Chase Saver and then only because I was messaging and phoning again and again. MSE need to amend their description which is not my experience 

"... easy access - where you can put money in and withdraw it whenever you want"

This is not good!

I use my Chase savings account, no doubt like many others to hold surplus liquid funds and maintain a modest balance only on my main bank current account (held with another provider). When large outgoing payments fall due on that current account (credit card settlement payments etc) it is essential to be able to transfer money same day to cover. A 2 day + hold up would certainly cause me a problem in that scenario and I will watch this thread with interest before deciding whether to pull the plug on Chase.

Agree totally, I had been planning to transfer money from saver to current a/c then pay the balance of a holiday and get 1% cashback but I'm just going to pay by cc instead as I don't want to jeopardise my holiday because Chase haven't allowed me to pay the balance on time