I guess you can get too big as an institution. Meaning, Chase Bank is unable to continue to scale while maintaining sliver of a service oriented culture.
I called today about a simple servicing issue (should have taken 5 minutes), but was unnecessarily held captive by their fraud department for ~1.5 hours. Spoke with multiple people, same authentication process over and over again, overly scripted.... simply unbelievable. I think I have a new business idea.
Making security simple in a service oriented culture. Iv'e been a customer of Chase for many years. But as a reward for my A+ performance with Chase (never late), I get to experience a continued decline in service. Most likely as an attempt for Chase to improve their efficiency ratio.
What they probably don't realize that if they don't get it right, costs will rise and they will spur portfolio runoff (as in my case). Simple concept, but they are now too big address it. This is why online financial disruptors are unraveling the banks.
Good luck Chase!!!!
Product or Service Mentioned: Chase Bank Customer Care.
Reason of review: Poor customer service.