New phone, switching apps, Chase!!

gsmh

Today I took delivery of my new iPhone 14. Getting everything transferred is really easy, but things like banking apps need a little more work. RBS, FirstDirect, Halifax, Capital One, Barclaycard and Metro were pretty straightforward, but Chase was in a different league. It wanted me to take a photo of my driving licence/passport and submit a selfie. I did that, and it wouldn't accept them. I tried a total of 5 times, but no joy. Finally it suggested verification by Chase themselves. That didn't work either. It has now gone for a manual referral which will take around 24 hours. All I can say is thank goodness I don't use Chase as my main account! I had been put off already by the way faster payments are often not fast at all and require a phone call to release the funds, and now this. I called and asked to close my account - but was told I could only do this, wait for it, through the app!

If I can get the app working, I will be closing the account. I've banked with pretty much every bank going, and Chase is unique in terms of the height of the hurdles it puts in your way.

Murmansk

I got a new phone fairly recently and don't remember moving the Chase app to it being any problem at all

Archie_Duke

Chase seems to be suffering some major system issue today. Transactions are extremely slow updating/are being ‘parked’ for an undetermined time. Their Systems status page as at 17:35. Logging in with iPhone 14 showing as a highlighted problem.

snowqueen555

They are bloody nightmare. I hope they fix it soon because all of my money is in there, I need to pay for something today.

gsmh

Murmansk said:

I got a new phone fairly recently and don't remember moving the Chase app to it being any problem at all

I was assured by the Chase CS rep that it is standard practice for them to verify the identity of the customer when information is transferred to a new device. He said they need to ensure that it really is that customer. I don't know how all my other banks managed to do it with such little fuss.

What happened to me is clearly normal for them. Maybe you went through the process and your driving licence and selfie matched. Clearly they thought mine didn't. I'm not sure what I'm supposed to do about that.

Daliah

snowqueen555 said:

They are bloody nightmare. I hope they fix it soon because all of my money is in there, I need to pay for something today.

You may have missed it, but the guidance on this forum is again and again that people shouldn't rely on a single bank / a single payment method. If you prefer to have all your eggs in one basket, you are running the risk that you are stranded.

BTW, Chase are saying card transactions should still be working right now.

masonic

gsmh said:

Murmansk said:

I got a new phone fairly recently and don't remember moving the Chase app to it being any problem at all

I was assured by the Chase CS rep that it is standard practice for them to verify the identity of the customer when information is transferred to a new device. He said they need to ensure that it really is that customer. I don't know how all my other banks managed to do it with such little fuss.

What happened to me is clearly normal for them. Maybe you went through the process and your driving licence and selfie matched. Clearly they thought mine didn't. I'm not sure what I'm supposed to do about that.

It's a recently introduced "standard practice". I'd been happily switching between devices with just a SMS confirmation earlier in the year. Fortunately I think my current device will outlast the usefulness of my Chase account.

400ixl

gsmh said:

Murmansk said:

I got a new phone fairly recently and don't remember moving the Chase app to it being any problem at all

I was assured by the Chase CS rep that it is standard practice for them to verify the identity of the customer when information is transferred to a new device. He said they need to ensure that it really is that customer. I don't know how all my other banks managed to do it with such little fuss.

What happened to me is clearly normal for them. Maybe you went through the process and your driving licence and selfie matched. Clearly they thought mine didn't. I'm not sure what I'm supposed to do about that.

No, it isn't normal, but not unheard of either. The vast majority do not get asked to re-verify themselves with formal ID. Several previous threads have confirmed its only a minority that for some reason get put through this.

Most people only do the formal ID when they create their account.

gsmh

The Chase CS was obviously lying to me then. Even more reason to close the account. Why would he have done this?

Neil49

I changed to a new phone a couple of days ago and setup the Chase app pretty quickly but it did as for a photo of my driving licence and a selfie, both of which were verified in a matter of seconds. 

gsmh

OK it’s clearly all good and Chase is a fantastic bank. My fault entirely. Maybe you can explain what I did wrong?