5/2/13: Montgomery, AL

Well guess what....I get to the hotel in Montgomery...and no card has arrived for me....

Had a tiring call to Chase that resulted in me sending this letter:

Hello.

I have been a very loyal Chase customer for years now - which is why it sickens me to have been treated in the manor I was just treated by your company. Not that I have any misconceptions that you will actually read this or care about my situation as I am just a lowly personal banking customer and not a big business who uses your services. But I have decided to send this anyway, just in case there is someone at your company who believes in customer services - which I am not convinced of...

I am a traveling actor working on an International touring Broadway show - which means that I pretty much live out of my suitcase and have all my financial dealings on-line - and that my only source of accessing my funds is my Chase Debit Card. It also means that I am in a new location every day or every other day - which makes receiving time sensitive items in the mail an issue. 

I was recently (and thankfully) notified by the Fraud Dept that there were possible fraudulent charges on my account - after talking with "Richard", he assured me that the charges would be reversed and a new card would be sent to me in 7-10 days. I explained to him my situation and he offered to overnight the new card the next day to the hotel I would be arriving at. Well, I arrived today to find that nothing had arrived at the hotel. So I called the Fraud Department again to find a tracking number for the card and to see what could be done since I will only be at this address for one day. "Jessica" informed me that the card had not been sent out yet and said she would instead overnight it to where I would be tomorrow. After taking the new address and putting me on hold for 5-10 minutes, she came back to tell me that I would instead receive the card on Monday/possibly Tuesday. Obviously this was a problem since I should be holding the card in my hand at this moment - and I would not be at the address that she just sent the new card to on Monday or Tuesday. She then told me that it was policy to overnight cards - contradicting what she had told me minutes before. I asked to speak to a supervisor to see if there was a way of solving my problem. She quickly got "Bianca" on the line - who was incredibly rude to me and just kept repeating the same 4 words over and over "That's not our policy" - completely not listening to what I was saying and finally put me on hold as I was talking to her mid-word. I sat on hold a good 10-15 minutes - I am sure she was hoping I would just hang up. Finally "Guillermo" came on the line. He was just as rude at first and after arguing for several minutes about how it was 'impossible' to get me a card before Tuesday - which is absolutely not the case - since if there were a Chase near my location, he told me I could walk in and be handed one - I gave up and gave them the address where I would be on Tuesday.

By the time I receive the card - if it is sent out correctly this time - my funds will have been held hostage by your institution for a week - causing all of my electronic payments for my rent and other time sensitive payments to not go through - not to mention I have no access to my funds to pay for food or hotels while I am on the road. I simply don't know what I am going to do - thanks to your 'customer service'. I have been lied to repeatedly (in the same conversation), been treated rudely, and brushed off with no attempts made to correct a situation that your company created by not sending out the card as I was assured they would do. Is there anything that you can do to help? 

I will let you know that after this, I am most assuredly going to be looking for another financial intuition when I return home. One that treats its customers with respect and offers results instead of shouting at them on the phone in their time of need.

Unhappily yours,

Shaun Rice

I can't tell you how mad I am - even thought it happened yesterday, I'm still shaking with anger and disbelief and their refusal to help me.  All they had to do was overnight me the card - which they've done for people in the past...unbelievable.  Now on top of everything else, I've got to find a new bank..