Complaint / review text:
I have been trying since we got married two years ago to add my husband to my Chase Mileage Plus account in order to merge our finances and be able to responsibly manage our accounts in one place. They have jumped us through hoop after hoop of useless tasks (first adding him as an authorized user, which only gets him a card, even though we wanted him to have full access to the account) and constant wild goose chases that end up nowhere. By the time any process is complete and we discover it was ineffective, it's too late to actually get done what we needed to get done in the first place.
All of their responses are through snail mail - no digital services at all - which take two weeks to receive any real response every single time I call. When I FINALLY got around to what the actual solution to the problem was in January (adding a Joint Card Member, not an Authorized User as they initially said), they were apparently on the verge of changing policy. They dropped the ball, and the paperwork was never received. When I called back to follow up on the lack of paperwork received after a few weeks, I was informed that the policy was changed, but since I had initiated the process before the change, I would still be able to update the account. New paperwork was sent to me (again, ANOTHER two weeks just to receive it), was returned to them IMMEDIATELY, and the change was declined, DESPITE being told I would still be able to make the change!
Now they have absolutely no way to merge accounts, so if you're getting married and starting a new family, you are just shit out of luck. Absolutely THE WORST CUSTOMER SERVICE I have ever seen, stuck in the stone ages to where timing is impossibly slow, and when they fail at their job, it's the customer's problem. I will NEVER be recommending them to anyone, and will be immediately looking at how to cancel my ties with their services.