This is the letter I sent to Chase that explains the situation precisely:
I writing in reference to chase Chase account number: *. Specifically, I am following up with dispute I made back in September, regarding charges applied to my account for the Chase Payment Protector Plan. This has been a long process and I am hopeful this will finally resolve the issue.
In September I returned from a long trip in Africa. During the months away, my husband has been in charge of our expenses. Unfortunately, he is not as meticulous in checking all the charges made to our account. When I returned, I noticed a $31.28 charge made to our account for the Payment Protector at $. 790 per $100. Neither my husband nor I had signed up for the payment protector plan and are very aware of the many clandestine methods Chase uses to increase their enrollment.
Customer service has since been a nightmare. I have been on hold, disconnected, transferred to different departments and even once the computers crashed while I was on the phone (although I am not sure if that was the truth). When I did manage to speak to someone, I was unable to receive answers to the following questions.
How long have we been enrolled on this plan?
How much have we been charged thus far?
How did we get enrolled onto the plan in the first place?
These are not difficult questions and I am hoping you will provide some answers. I have had two different numbers for the amount of money charged for this plan. One woman quoted $152.00 and one gentleman by the name of David Olsen (he ended up being the nicest) quoted $249.07. Neither one are certain of the amount since their records do not go beyond April of this year. When I called in late August/early September I was assured that I would receive a refund for the entire (unclear) amount. On 9/9, I received a credit toward my account in the amount of $66.20. I am certain this is not the right amount. I have no knowledge where this $ 66.20 came from. I have received no explanation.
I demand to know where and when I will receive the remaining refund amount. Furthermore, I insist that all my questions listed above be answered in a timely manner. Lastly, I require an apology. I have spent hours trying to correct an error made by Chase. Listed below are my contact details. I look forward to a prompt reply.
My Signature
Chase has since sent me a written reply.
1) They did not tell me how much money I have been charged thus far for the plan as I had asked.
2) They did not tell me how I was signed up for the plan in the first place, as I had asked.
They informed that in accordance to the Fair Credit Act, they are not obligated to remove charges that are not disputed within 60 days from when the charges were made. However, as a goodwill gesture, they said they were going to refund the last two months worth of charges - i.E. The charges that were within the 60 day period! How very kind of Chase.
I basically see this as an incident where a big corporation is taking advantage of (I would go as far as to saying stealing from) individual members of the public. I have since written to the Attorney General in my state. I do hope someone follows up on this.
Lessons learned:
1. Chase uses lots of secretive tactics to enroll people. They also have very pushy sales reps. So beware!
2. Always read each statement carefully.
3. Never do business with Chase Bank.
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