Chase Financial Group
Late Fee Refused Waiver Despite Identity Theft on Checking Account

Chase charged me late fee on my credit card account for late payment. I explained my checking account was closed due to identity theft. I faxed over the police report and the letter from my bank explaining the situation per their request.
I updated my autopayment account info immediately right after I receive my new account info. Unfortunately, the draw was on the same day too, so the draw didn't happen. They charged me late fee and finance charge. I was blamed not given them the new account info on time and it is past due.
The customer rep I talked to was rude too. I talked to the supervisor. And she wasn't able to help either. And blame me for not updating the account info soon enough before the due date. I wish I could have my new account number ASAP but there are things that I don't have control on and I have no history of late payment. Her message to me was when you are late, you are late regardless of what had happened. This is not the Chase fault and not related to fraudulent charges so we cannot credit you the late fee. I told them this is fraud related with my checking account with BOA and her argument is this is not fraud related becoz I didn't update my auto pay profile on time before payment is due.
I had the Bank of America banker with me on the phone as well just in case Chase wanted to talk to them about my checking account. She was shocked that Chase treated me like dirt and handle my case this way. She said she had never heard anything like that before and most bank usually very flexible on working with clients if they have identity theft issues with their accounts but apparently not with Chase.
I can't believe they run business without any flexibility and being an a* about it. I already had a rough day trying to update all my auto payment accounts and I didn't deserve to treated with bad attitude.
I had spent almost 2 hours with Chase on phone and talked to almost 7 customer rep today. I was kicked back and forth between the fraud dept and the customer rep. And each transfer took 5 to 8 minutes. These transfer weren't necessary at all if they just listened out what I had to say. Whenever they heard "fraudulent charges", they will forward me to fraud dept. Fraud dept will kick me back to customer services.
I felt very upset about the whole thing.

Company: Chase Financial Group
Country: USA
State: Delaware
City: Wilmington
Address: PO Box 15298

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