August 2022 by Josh Hart
Branch customer service 5 out of 5. Chase phone customer service 0 out of 5 (would go lower). Due to this, 4 out of 5.My issue was that I had a credit card application denied and wanted to know why it was denied, especially when my credit on Experian is 40 points higher than the denial letter showed (it showed it pulled from Experian). I sat down with Cordell for help.Issue:The Chase employee, Cordell, is a gem of a human being. Absolutely fantastic. The problem is that we were transferred 10-11 times (not an exaggeration - we counted) with phone customer service while in branch. Another review mentioned something similar to this. Those reps didn't seem to care about the situation at all and kept passing the buck back and forth to other phone reps. I withdrew my credit card application after they said it would take another week or two to review it again. I already read reviews on the Chase website itself about phone customer service not being good and this just solidified that for me. If an internal employee cannot get help, how does anyone expect a regular member/customer to get any help on the outside?The good/outstanding:The saving grace of this situation is Cordell. This man had the utmost patience, professionalism, and gift of kindness that I have seen in a long time. I rarely see this kind of work ethic and sincerity these days. This man is going places. He understood my frustration, he was sympathetic and empathetic, and this is what I wish all other Chase employees (especially the phone reps that we encountered) could exemplify. Give this man a raise or whatever you have to do to keep him because he is an asset you all cannot afford to lose. I want to say thanks to him for staying way past closing time to help me out while also not getting the outcome he probably wanted. I worked in banking for a couple of years. I understand quotas. They're horrible. What Chase needs to understand is that people are more than things to push products on and then not having the customer service to assist in the best possible way after Chase gets what they want (cards and accounts to customers). Cordell understands this. Cordell understands that even if you don't send someone home with a product you still win them over by helping them and genuinely caring. He understands that even if I say no today, and for a nice long time due to this situation, that the ONLY reason I would EVER think of coming back to Chase in the future is because of HIM. Not the phone customer service. Not the card benefits. His compassion and in branch assistance will maybe bring me back one day.Lastly, I will most likely just end up going with my credit union from back home, Navy Federal, to get a credit card (I also worked for them during my time in banking). I told Cordell this and I will tell you all this (again, I know this is not in your control but maybe you can pass it up the chain if upper management will even care - doubt it, but just maybe they will). Navy Federal is years ahead of you all in telephonic customer service. I call their main number, click a button one time (for whatever area I need such as fraud, credit card, checking/savings, etc) and it goes directly to a human being after that. No beating around the bush. Then I get someone who is in Washington D.C. or another location in the U.S., not outsourced, who understands their area and field extremely well AND cares about the members. I am not transferred 10 times during the conversation. They get stuff done. Their cards may have less rewards, but what I won't get in rewards with them I will exponentially gain in their customer service.
