Chase "Continental Visa" - Credit Card - ongoing billing issues, trouble getting resolution

Complaints.com received the following consumer message on March 12, 2002:

From: Subramaniam, Hari H SITI-ITDSES64 [Email User]

Chase "Continental Visa" - Credit Card - ongoing billing issues, trouble getting resolution

Summary of problem with Chase "Continental Visa" Credit Card. Below is a copy of one of the faxes sent to Chase BankCard Services, Inc.

Before moving to europe in June 2001, I had called Chase to confirm that all dues were paid. After seeing a balance in my account statement (via. the Internet), I called Chase from Europe

mid-August 2001. The customer service representative said she saw a discrepancey in the account (due to my old misplaced card information not being transferred to the new card etc..) and would correct it. She asked me not worry and that the balance was zero. After receiving letters from Chase about a balance which was due, I called Chase several dozen times (over 50+ calls) from Europe during the months of December 2001, January 2002, February 2002 and March 2002. Finally I started sending written letters by fax (a copy is shown below). During the last four months I had talked to several depts. (Customer Service, Dispute, Collections, Recovery, a collection ageny etc..). I was unable to talk to the same representative I had talked to since they could not transfer me to that person since they would not provide their extension.

As also they could not e-mail me since they did not have e-mail access etc.. The case was transferred to "Bonded Collection" around March 1st. After faxing the letters, account statements to them, they realized the hardship I had gone through and they told me that they were transferring the case back to Chase. After calling Chase again on March 12th, with no success I have sent this e-mail to www.complaints.com. =========================================================== Chase Visa

Wilmington DE 19886-1194

Subject -: Dispute regarding charges made on July 11th, 2001(Ref. No. S101, Hilton Hotel - $ 583.08) and a current balance of $ 752.62 (pr. Feb. 11th 2002).

Dear Sir or Madam:

Finally I was able to talk to a couple of people (Mrs. Milley Gray and Mrs. Osmary Ragolta) who were helpful in helping me resolve the discrepancy with my account. I would like to thank them for taking the time to resolve this matter. I request you to please fax a confirmation to the Hilton Hotel (Mr. Syed or Mrs. Dianne, Phone -: 248-879-2100, Fax - 248-979-6861) that there was a charge made to the credit card ($ 583.08 on July 11th, 2001).

This letter was faxed to Mrs. Ream, who promised to send me a confirmation and the name of the person she was going to forward it to. Since I did not get a receipt from her, I am faxing it to Jessica Crook (listed in a letter I received, fax number 302-758-2085).

At the outset I would like to inform you, that I am very unhappy about the way this whole issue has been handled by your organisation. Having failed to get any proper reply after more than a dozen calls, I am sending you this letter. In addition to the calls I had personally made, the "Hilton Hotel, Troy, MI" have been very helpful in trying to resolve the problems caused by Chase. The hotel representatives (Mr. Syed and Mrs. Dianne, Hilton Northfield, Phone - (249) 879-2100) had called more than a dozen times.

As my account history will show I have been a good customer of Chase all along (maintained on an average, credit of $ 8000 - $ 10000 and as also paid all my bills in time). In addition to the credit card I have had with Chase, I have had other credit cards (Wells Fargo Master, American Express, Diners etc..) and never had these many problems as I have had with the "Chase Visa Card".

Problem Summary

Due to my work, I have had to move to Europe during June 2001. Before I left for Europe I had called Chase to check that my account was in order.

After having seen some charges in the July 2001 statement, I had called Chase during the month of August 2001, to find out about the discrepancies with my account. The Chase representative told me that there were discrepancies in the account (due to information not being transferred from an old card which was misplaced and internal accounting methods). She also informed me that the account balance was actually zero, and that she would correct the discrepancies.

Since I have been traveling around in Europe, I had made changes to the address (to a temporary address in India where my family was).

During my vacation to India, I noticed the letters from Chase (collection department). I started contacting Chase again to resolve the matter. During the months of December '01- February '02, I made over a dozen calls and as also approached "Hilton Hotel" about a charge of $ 583.08, made on 07/11/2001 (Ref. No. S101, Hilton Hotel # 930).

Since I had been traveling and on the move, I did not have copies of the old statements. I requested the Chase representatives to pull up the old credit card statements and find out what the discrepancies were.

The Chase representatives informed me that the old statement had to be requested and would be available in the computer within 2-4 hrs., and that it would be removed from the system after 24 hrs. Even after calling twice the information was still not available.

The "Hilton Hotel" then was helpful in following up with Chase. They made over a dozen phone calls and faxed the July statement to Chase. Some of the Chase representatives were either too busy to spend sufficient time to collect information regarding the matter. A couple of them were even rude with the "Hilton Hotel" representative and me.

Attached with this letter is a copy of the July' 2001 statement and as also a copy of a letter from Chase.

I request you to do the necessary in resolving this matter as soon as possible. Sincerely yours, Hari Subramaniam