Chase Credit Card Customer Service

I recently wanted to close an account with Chase - I have a credit card with

them that I never use, and I'm too aware of identity theft issues to keep

accounts with large credit limits open. So, I called them. The first tier

customer service rep was very nice (probably because she knew that she

wouldn't be the one to do the dirty work of getting me to keep the account

open.) Most people know that credit card companies have the "specialist"

level of "service" - and part of their job is to convince you to keep your

account open if you want to close it. And that's OK - they're a business,

and I expected that I'd be transferred to someone like that. But my

experience was horrible.

It will help to know that I have a 9 month old daughter, and at the time, I

was home alone with her and she was screaming her head off. So I'm

transferred over to the "specialist" and everything starts off fine. She

asks me why I want to close the account, and I tell her. Then she begins

telling me all of the great benefits I would receive if I kept the account

open, which I expected her to do. But after waiting 6-7 seconds for her to

explain (a respectable amount of time in my opinion), I interrupt her and

say "you know I have a screaming child upstairs and I really don't want to

keep the account open." She responds "I understand that, but we request the

courtesy of the caller to listen to the benefits that you receive with this

card. After that, we can close your account." What????????????? I had

just told her several times I wanted to close the account, and she then

requests that I waste my time (and hers, by the way) listening to her finish

telling me about all the benefits, and then she can close my account? That

makes no sense. So I told her sternly "Close the account". She continued

to explain the benefits and I said again "Close the account, I do not have

time to listen to you." And then she has the nerve to say "You don't need

to be rude. Do you realize that I would have been finished talking if you

hadn't interrupted me?"

This has got to be the worst customer service interaction I've had in a long

time. Apparently Chase feels they have little to lose since I wanted to

close the account anyway, but they are wrong! If that had gone well, if in

the future I received an offer for a Chase card and needed an additional

line of credit at that time, I would have considered the offer. But that's

out the window - I'll never consider another Chase offer again. And I'll be

telling everyone I know about my terrible experience. Wake up, Chase!

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Comment On This

um.. it's called DOING THEIR JOB. They're required by their boss/company to explain the benefits before cancelling an account. And they can't just not do it because usually a supervisor is listening in on the call. Trust me, i have worked as a telephone surveyor before so I know how it is. Instead of being so upset, why not just let them do what they have to do, do whatever while they're talking, and then successfully close the account?? Seriously, this call does not even warrant a complaint.