Dumb Ass Stupid Management: Chase
On December 23 I decided to make an impulse purchase and get my wife a little more bling for Christmas. The jewelry store is a mile or two from my house. My Chase card has a zero balance.
The card was denied. I used American Express.
By the time I arrived home the fraud prevention people had called. I called back the automated system which verified that it was I making the purchase but, of course, too late. You can’t transfer to a live person. So I called again.
The woman who finally answered after a dozen menu choices and a hold, practiced Customer Service 101 on me. “I know how you feel sir, I’m sorry if the experience was humiliating.”
“It is absolutely impossible for Chase to humiliate me, Chase can only easily irritate me, as you’re doing right now. Why was the card declined?”
Of course, she couldn’t tell me, except that certain exceptions, amounts, conditions, blah, blah, blah. She had no clue, she had no cares, she had her script.
I’ve cancelled this card, one of their premier cards, and I’ve been a cardholder for a long time. I’m tired of dealing with scared, cowardly companies so afraid of losing a few bucks that dramatically inconveniencing customers seems like a reasonable option. I visited Alcatraz a couple of months ago, and it seems to me that fraud prevention people would have made excellent prison guards there.
I’ve decided if you don’t trust me, I don’t want you in my life and I won’t pay you money or purchase your products and services. JPMorganChase was a client of mine once, as was Chase Manhattan before them. I always wanted to give my business and invest in companies that hired me as a consultant.
Times have changed. You have to prove to me that your senior people are leading toward growth and the future, not cutting costs and running from fear.
They can go Chase themselves.
© Alan Weiss 2013