My mother has been a card holder of Chase Visa for several years.in July she became very ill and was admitted into the hospital. Within 2 days she was in a coma. I contacted all her accounts to make sure that her bills would be paid. I faxed them my power of attorney and explained the situation. I was in constant contact with Chase to make sure there would be no late payments and to have the bills sent to me. My mother came out of the hospital after several months so I had the billing address sent back to her. She called last March to tell me that her bill was huge and she did not understand. I called Chase and told them they needed to explain the bill to my mom and make some arrangements as far as payments.
She called me later completely hysterical and told me that they told her she could sell some of her things and pay the bill to them. I contacted them immediately and told them that was completely unprofessional and that they would need to deal with me from now on. I had them itemize all charges and they mentioned Payment Protector. I told them I did not know if she needed that. I was speaking to the telemarketing division in India. She told me it was insurance.
Again, I said that maybe she didn't need that. I asked her what it covered. She told me that it covered her bills if she was ill or disabled. I told her that was exactly what she needed and to let me get that started. She transfered me to the Payment Protector division. They explained it to me and I asked why noone mentioned this before when they were aware she was in a coma? Of course, they did not know. I asked them to send the paperwork to me and I would get the info for them.
I got the info and faxed it to them. They sent me an acceptance. 3 days later they sent a rejection saying I had cancelled it. I called them and was told that the office in India cancelled it because I said I didn't need it. I explained that I told them I probably didn't but when it was explained to me, I knew she needed it. They said they would pull the tapes. They did and told me I would have to redo the paperwork.
I redid the paperwork, sent it in and got a rejection as she did not have Payment Protector on her account. Again I explained the screw up and they had me resubmit. Again, another rejection. I spent an entire day off work to get this fixed and they sent me to Operations. They reviewed it and called me back. They told me that if I caught up on the payments (we did not make the payments because we were told we had Payment Protector in place) that they would look into applying Payment Protector after a few months.
I asked if we make the payments and add Payment Protector would we be able to get it on the account and active within 6 months. They told me that maybe they could but that we could not use my mother's illness to activate it as it is a pre-existing condition. This is the biggest ripoff I have ever seen!
As it stands right now, I am still fighting them about their error. They are ruining her credit and admit that the mistake was made in India but will not fix it.
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