moericus
Mouseketeer
- Joined
- Dec 29, 2010
I just wanted to share this story and give fair warning to anyone using the Chase Disney Rewards credit card.
We’ve been cardholders for 10+ years now. It has been a blessing to have the cost of our tickets cut in half by saving reward dollars every couple years. I have had no complaints and often recommended this card to friends and family until recently.
We have a DVC trip scheduled for January. We go to Disney every other year and cash in our rewards for the ticket purchase. With how Fast Pass works now we are buying tickets earlier to guarantee the mine train and other popular rides. That deadline is today.
The nightmare…
In August, I requested a new rewards card with our full current balance transferred to it. I won’t go into specifics but we charge almost everything monthly, pay it off, and save these dollars for 2 years. It was a lot of dough. The card never arrived in the mail. At this point Chase and I blamed the post office. Something I question now.
After two weeks I became suspicious and called Chase again. They cancelled out the card and sent another card via FedEx 2-3 business day delivery. We received this card on time and put it away until just this Monday.
This week we decided it’s time to buy our tickets to get Fast Pass reservations done. Chase had other ideas however. They blocked the card and reported it stolen without my knowledge. I called Chase again and this time their only solution was to have yet another card sent with $10 on it. They would transfer the rest when we received it. Given the tight deadline and their apparent error we requested the card sent overnight. Chase agreed to send it overnight after a little struggle.
Two days later the card had not yet arrived. My wife called and Chase refused to give any information beyond “it’s in the mail”. Obviously she was beyond frustrated that here we are still struggling to receive a rewards card we requested in August.
I called that afternoon and asked to speak to a supervisor. I asked the supervisor how the second card was reported stolen. I was told that I reported it Stolen. I asked when I did that and they could not tell me (obviously BS, lie #1). I then asked how the third card could take over 3 days to arrive when it was sent overnight. I was told it was actually sent 2-3 business days (lie #2). I also asked for a tracking number and they couldn’t provide it.
During this time another Chase employee managed to “un-block” the second card (reported stolen). This was a great relief but at this point it has taken me 3 months and about 6 hours’ worth of phone calls just to have a working rewards card. I asked how Chase planned on compensating me for my time and frustration and they said they could not offer me anything.
Now understand that I work for a large corporation. I get it… sometimes the process breaks down or mistakes fall through the cracks. But I don’t deserve to be lied to. I’m a great customer. They receive their payment on time every month. Please do not tell me that you are going to ship something overnight and then use standard shipping. And DEFINITELY DO NOT tell me that I reported a card stolen when you can offer no proof of the phone call date and time, the comments manually put on the card in their system, or even the number of the card you blocked (I had to read it to them). I then asked if the card was blocked on the same day it was ordered and the phone rep. got suspiciously quiet. I knew and he knew then that he had been caught in a lie, but instead of apologizing he stuck to his story after a long pause. It was like listening to a high schooler tell his parents there won’t be beer at the homecoming after-party.
And, that is when I decided we are going to close this account. Goodbye Chase. Accidents happen and I could live with not receiving compensation for the 6 hours I spent on the phone with you, but honesty is pretty important to me.
We’ve been cardholders for 10+ years now. It has been a blessing to have the cost of our tickets cut in half by saving reward dollars every couple years. I have had no complaints and often recommended this card to friends and family until recently.
We have a DVC trip scheduled for January. We go to Disney every other year and cash in our rewards for the ticket purchase. With how Fast Pass works now we are buying tickets earlier to guarantee the mine train and other popular rides. That deadline is today.
The nightmare…
In August, I requested a new rewards card with our full current balance transferred to it. I won’t go into specifics but we charge almost everything monthly, pay it off, and save these dollars for 2 years. It was a lot of dough. The card never arrived in the mail. At this point Chase and I blamed the post office. Something I question now.
After two weeks I became suspicious and called Chase again. They cancelled out the card and sent another card via FedEx 2-3 business day delivery. We received this card on time and put it away until just this Monday.
This week we decided it’s time to buy our tickets to get Fast Pass reservations done. Chase had other ideas however. They blocked the card and reported it stolen without my knowledge. I called Chase again and this time their only solution was to have yet another card sent with $10 on it. They would transfer the rest when we received it. Given the tight deadline and their apparent error we requested the card sent overnight. Chase agreed to send it overnight after a little struggle.
Two days later the card had not yet arrived. My wife called and Chase refused to give any information beyond “it’s in the mail”. Obviously she was beyond frustrated that here we are still struggling to receive a rewards card we requested in August.
I called that afternoon and asked to speak to a supervisor. I asked the supervisor how the second card was reported stolen. I was told that I reported it Stolen. I asked when I did that and they could not tell me (obviously BS, lie #1). I then asked how the third card could take over 3 days to arrive when it was sent overnight. I was told it was actually sent 2-3 business days (lie #2). I also asked for a tracking number and they couldn’t provide it.
During this time another Chase employee managed to “un-block” the second card (reported stolen). This was a great relief but at this point it has taken me 3 months and about 6 hours’ worth of phone calls just to have a working rewards card. I asked how Chase planned on compensating me for my time and frustration and they said they could not offer me anything.
Now understand that I work for a large corporation. I get it… sometimes the process breaks down or mistakes fall through the cracks. But I don’t deserve to be lied to. I’m a great customer. They receive their payment on time every month. Please do not tell me that you are going to ship something overnight and then use standard shipping. And DEFINITELY DO NOT tell me that I reported a card stolen when you can offer no proof of the phone call date and time, the comments manually put on the card in their system, or even the number of the card you blocked (I had to read it to them). I then asked if the card was blocked on the same day it was ordered and the phone rep. got suspiciously quiet. I knew and he knew then that he had been caught in a lie, but instead of apologizing he stuck to his story after a long pause. It was like listening to a high schooler tell his parents there won’t be beer at the homecoming after-party.
And, that is when I decided we are going to close this account. Goodbye Chase. Accidents happen and I could live with not receiving compensation for the 6 hours I spent on the phone with you, but honesty is pretty important to me.
