i called to follow up on a dispute for a credit card charge. I ended up in the Chase call center in the Philippines. When I placed the call I was told to hold on after the call ended as I was selected to complete a survey.
The customer service agents are robotic and not very helpful. There is a cultural difference in the expectations of customer service which they never seem to achieve. In addition I encounter some that do not speak English very well. Everything is lost in translation so to speak.
I told the representative she was not helpful at all and to hang up the phone as I wanted to complete the customer survey I was selected for after the call. She refused to end the call from her end. If I hung up I would not be able to answer the survey I had been selected for and she knew that.
I help the line open for 20 minutes as she sat there refusing to hang up when I asked her to do so.
The overseas call centers leave a very black eye on Chase. I was finally able to be transferred to an American call center after I called Chase back. I filed a fomal complaint against the customer service rep in the Philippines. I was also able to change the settings on my account such that anytime I call in and punch in my bank details I will be sent to a US based call center only.
Chase needs to sit down with "Camille" a supervisor in the dispute department at the Philippines, and go over customer service expectations and procedures.
Product or Service Mentioned: Chase Bank Banking Service.
Reason of review: Bad quality.
Preferred solution: Do not send US based calls overseas..
I didn't like: Worse customer service ever.