Friday, August 7, 2009


I have, for the last year, used a Marriott Rewards Visa issued by Chase Bank. I did this because we like Marriott Hotels when we travel (Residence Inn is great for family!) and I liked the rewards structure.

However, doing business with Chase is another story. It's the only bank I can think of that's actually worse than CitiBank, but they are certainly worse than Citi.

I got to double-checking my account to see why I hadn't received a bill recently. As it's an account that we pay off every month, I don't have the date written down in the bill planner when it's usually due. I didn't realize how bad of a mistake this was until today. I got online, and noticed that my account was marked as "Past Due" and marked to receive "Paperless Statements." So, guess what had happened? Sometime between the June bill, which I received, and the July bill, which we never received, Chase's computer had switched my account to not receive bills in the mail. How do I know I didn't do it?

I had forgotten my password. I haven't been online with that account since mid-June. Also, I have too many friends in the timber industry. I can't go paperless on anything. These people live and eat on cutting down, processing trees, replanting trees.

So, I call Chase. First thing I'm told is "Your account is not on paperless. Would you like me to sign you up to receive a statement in the mail?" Explain this to me: If it's not on paperless, why are you offering to sign me up to receive a paper statement?

I was then called a liar for saying I didn't receive a statement. Excuse me, I wasn't called a liar. I said I didn't receive a statement. I was told that yes I had received one. I said again I hadn't, and the representative stated that he only had my word for it.

I also received a lecture from a manager that I should be responsible for my bills. I have paid this account in full, on-time, every month since it's been open. This bank needed $25 billion of taxpayer money, and their managers are lecturing me about responsibility?

So, rather than work with me, their employees were rude and insulting. They refused to admit that the bank may have made an error, would not consider waiving fees created by their error, and acted like they could live without my business.

I admit I should have checked sooner. However, if you want my money, send a bill! My family strives to pay all the bills we receive when they are due. I also am signed up for email account alerts, but you can't even send one of those? It's a method to charge a customer that pays no interest a finance fee by making sure they don't pay their bill.

You don't want my business? Fine. Add me to the list of people that, no matter what the rewards, will not do business with Chase anymore. And a word to Marriott: consider finding another partner. Once my accumulated rewards are used up, I'll be finding a non-Chase card with travel rewards. Hopefully it will be with your new card service.

Angrily disturbed that the government didn't let Chase fail,


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