Chase's fraud department sucks.

[Susie]

Last Friday I noticed about $2k worth of fraudulent charges between 10/14 and 10/17 on my Sapphire Preferred card in Mint, so I logged into my Chase account directly, reviewed everything, and called them to report it.  They closed the account number, and told me to expect some stuff in the mail to review, sign, etc. in furtherance of their investigation.  I haven't gotten it yet.  I'm not sure how it happened since we had possession of the actual cards the whole time.

So yesterday I got a paid invoice in the mail from the vendor on the largest charge, for about $1017 worth of chemical products.  The invoice was mailed to me, but included a name and address that the product was shipped to.  So I called Chase, thinking they might want a copy.  

OMG.  10 minutes of my life I'm never getting back. 

They asked for my 16 digit account number, which just changed on Friday (and coincidentally, I have a statement dated Friday, so I have the new # even though I don't have the new cards yet).  I asked if they wanted the one that the charges were on, or the one that's currently active in view of what had happened, and this totally befuddled them.  They got really snippy about JUST GIVE ME THE ACCOUNT NUMBER.  Sigh.  So I gave them the number that the charges were on, and it didn't work.  THAT'S WHY I ASKED.

Then I tried to explain why I was calling, which was pretty much to offer to scan and send them a copy of this invoice.  First the woman couldn't seem to understand that what I had was an INVOICE, not the product itself.  She kept telling me to return to sender, and that I couldn't keep it, which made no sense.  Then when I finally effectively communicated that I had a piece of paper, she asked why I thought she'd want to know that.  I told her that I thought the shipping name/address seemed relevant to their investigation.  She grudgingly took down the name, then asked if there was any other info on it.  Um, yes, like I said, it's an invoice.  There's an item identification, quantity, price ... CAN I JUST SEND YOU A COPY?  Then you can decide what you think is relevant.  My job here is to give you the info I have, your job is to deal with it from there.  Then she tells me she has "no way to receive it."  "Oh, I can scan it and email it to you right now."  "I don't have the capability to receive it on email.  Just keep it in case we ask for it."

Oh FFS.  

I don't keep paper around, I scan and shred everything really promptly, it's how I avoid paper clutter.  I do not want to hang onto it "in case they ask."  I decided I'd tried hard enough, scanned the invoice and envelope in case they want it later and shredded it.  Screw this.  It made me really glad I didn't have an actual vested interest in having them do anything.

[pamela]

I would have asked for someone else. They've handled issues I've had quickly and her supv. needs to know she sucks. I would want them to fully investigate to actually catch the crooks if possible.

[Deleted]

"Please connect me with your supervisor"

[saywhatnow]

OMG. I'm sitting here stewing just reading that. Grrrr.

[jlt19]

American Express is NO better. It took over a month and 3 or 4 separate people/phone calls to get fraudulent charges off of my account, even though each person said "it's all taken care of".

[polarbearfans]

We had the hardest time getting them to take their money back. They were quick to refund us for a fraudulent charge made to Best Buy on our card. Well... The person who used the card (we had the card like you, they had a clone) RETURNED the item so we got the refund. Since Chase already gave us the money back, we called several times, and they just didn't understand why we were trying to give them their money back. Finally one day they pulled it out of our account. So annoying... Pretty much the low tier employees can't go far off script, so they are the least helpful.

[Mushe]

Yikes! Sounds like a bad employee. Everyone I've talked to at the dedicated Sapphire line has always been awesome.

We did have an issue with a Chase Ink card. MH noticed fraudulent charges to the tune of $6k+, and called it in, and it took them 10 days to shut off the account, during which time more was charged. Derp.

[emilyinchile]

How frustrating! I speak to them on a semi-regular basis since I travel enough that they shut down my card every few months. Luckily they're always nice, helpful and quick, but my situation is less "complicated" than yours (in quotes because to me it doesn't sound that complicated, and it's not my job to understand it!). Good luck!

[arch01]

I'd ask for a supervisor.

We've been through this twice with Chase Sapphire and I have nothing but good things to say about them handling the actual fraud part. The whole shipping me new cards and the overly proactive "fraud alert" stuff on the other hand...

[crashgizmo]

That totally sucks. I went through this with Chase Freedom last year and they were great. I would definitely chalk it up to a poorly trained/bad employee!

[FishChicks]

I had this with Citi a few years ago. Someone bought a Dell laptop with my card number, but a different shipping address. Citi could not have cared less. I assume they just write these off and don't really investigate. I suspect the cost to investigate outweighs what they're likely to recover, but it still feels crappy that they don't seem to care.

[Waffles]

Yep, I'd say it's just a bad or new employee. DH has had two fraudulent charges on his Freedom card in the past (one being expensive superbowl tickets) and they took care of it quickly without any trouble.

[thatgirl2478]

I've never had a problem with Chase's fraud dept. Sounds like a bad employee to me.

I would call the vendor on the invoice and tell them that this was a fraudulent order and let them do what they want with that...

[Susie]

Oct 22, 2014 11:20:07 GMT -5 FishChicks said:

I had this with Citi a few years ago. Someone bought a Dell laptop with my card number, but a different shipping address. Citi could not have cared less. I assume they just write these off and don't really investigate. I suspect the cost to investigate outweighs what they're likely to recover, but it still feels crappy that they don't seem to care.

That's pretty much what Calvin has told me is the case.  On one hand I get it.  OTOH, that degree of complacency is annoying, especially when I'm trying to make this really freaking easy for them.  And please, don't insult my intelligence with "I don't have a way to receive email," KWIM?

[laurensmomma]

My blood pressure went up just reading that. I have no patience for people like that.

[Nonny]

Chase does dumb shit, there is no other way to say it.

When our house was robbed in July, one of our Chase cards was taken. It was later found in a Chase bank parking lot, because we think the thieves were trying to use it as a debit card to get cash (it was a CC not a debit). Chase called to let us know, and my H drove there to talk to him. First they didn't want to give him the card, because it was in my name, even though I'm just an authorized user on that account and he's the account holder. They eventually give it to him to shred, cancel those cards, and re-issue us new cards, which come in the mail shortly thereafter.

Then, like two months later, they send us another set of replacement cards with the old, closed account number. My H signed into Chase and was able to very online that they hadn't re-activated the old account, but seriously, WTF.