18 October 2014 update: This online message thread seems to be exhausted, so I’ll call the Chase Sapphire support line soon and make a meager stab at getting my requests fulfilled, and then I will cancel both cards. I refuse to put up with this BS any longer.

TLDR:

After a long, ridiculous thread, Chase wrote:

Another alternative would be to have the San Francisco Credit Union call our Customer Service number which is listed below. If they can confirm that your checking account ending in **** is open and available for use a request can be submitted to unsuspend your checking account.

Upon having SFFCU do just as requested:

Bobby: Charles, I am on the line with a specialist now and they unfortunately cannot verify any information to me.
Bobby: Is there any way that you an contact them now? they said that a letter would not suffice…, that you the cardholder would need to call. :(
Charles Gorichanaz: I’m not sure why they asked me to have you call them then ! I am about ready to cancel all my accounts with them. I have contacted them six times over this already, and they insist SFFCU needs to contact them.

I am on the verge of canceling my Chase accounts and vowing to never use them again, as I should have done long ago. As if requiring hard pulls to get a sufficient credit limit so I am not having to pay my bill multiple times a month to shop on Amazon weren’t enough, Chase is now making me jump through hoops and wasting tons of time just to allow me to pay the bill for my Amazon.com Visa and my Sapphire Preferred Visa.

San Francisco Fire Credit Union has been doing their best to try to help me work around Chase’s inability to communicate, though!

I’ve now sent five messages to Chase to try to get this inane issue resolved. Note they have never met the guaranteed 24 hour response time frame and were often days late.

Message 1:

Date: 09-24-2014 01:28:33
To: Chase Card Services
Subject: Payment Inquiry
Message:

Hello,

I am apparently unable to add my bank account as a pay from account on my card ending in ****. I added the same pay from account to my card ending in ****, and that seemed to work fine.

I get the message:

We’re unable to complete your request / One of your accounts is not eligible for this transaction. 50106

The routing number is 321076506
Account number is **************
Desired nickname is SFFCU

Response 1, 54.5 hours later:

Date: 09-26-2014 07:52:25
From: Chase Card Services
Subject: Re: Payment Inquiry
Message:

Dear Charles Gorichanaz:

Thank you for contacting Chase about your credit card account ending in ****.

The checking account ending in **** is suspended from being us for online payment due to the account being frozen. A letter was sent with a form to be returned, I have attached this form. Please returned with a letter from your bank and a void check.

The account ending in **** the payment is scheduled to be applied on 9/27/2014, please cancel this payment.

If you have any further questions, please reply using the Secure Message Center.

Thank you,

Johnell Smith
Payment Research Specialist

Message 2, five minutes later:

Date: 09-26-2014 07:57:30
To: Chase Card Services
Subject: Re: Payment Inquiry
Message:

Hello, thank you for the response, though it was much longer than the promised 24 hour turnaround.

What is the basis for your claim the account is frozen? I have had no issues with the account and use it as a payment source for other credit cards.

As I am currently residing in Japan, it is impractical for me to fill out and mail the letter attached. I won’t be able to obtain the branch manager signature. Nor will I be able to send a check from the account, as I do not have checks with the account. I use it strictly for online services.

Is there anything else Chase can do to allow me to use this account to pay my two credit card accounts with you?

If not, I may need to cancel all my accounts with Chase since you will not allow me to pay the balances from my bank account.

Thank you,
Charles Gorichanaz

Response 2, 79 hours later:

Date: 09-29-2014 14:54:05
From: Chase Card Services
Subject: Re: Payment Inquiry
Message:

Dear Charles Gorichanaz:

Thank you for contacting Chase about your account ending in ****. We appreciate your patience and apologize for the delay in responding to your inquiry.

A review of our records reflects in July, 2012 a payment sent to Chase from San Francisco Fire CU account ending in **** was returned by your bank due to a Frozen Account. When that happens, that payment account is suspended from future payments until we can confirm the account is no longer suspended.

I do see, however that you have recently enrolled a new payment account ending in **** with the same credit union and made a payment for your account.

It appears you have been able to resolve this issue. I apologize for any inconvenience this may have caused.

If you have any further questions, please reply using the Secure Message Center.

Thank you,

Kristi Collier
Payment Research Specialist

Message 3, 30 minutes later:

Date: 09-29-2014 15:24:42
To: Chase Card Services
Subject: Re: Payment Inquiry
Message:

I believe that “frozen account” was because it wasn’t open yet, as that is the month I opened the account. I need payments from that account to be re-enabled because the new account I used to avoid a late payment now is just a temporary account.

Response 3, 46 hours later:

Date: 10-01-2014 13:46:11
From: Chase Card Services
Subject: Re: Payment Inquiry
Message:

Dear Charles Gorichanaz:

Thank you for contacting Chase about your credit card account ending in ****.

I do apologize, the account ending in **** can not be used to make online payments due to the frozen status on the account.

If you have any further questions, please reply using the Secure Message Center.

Thank you,

Johnell Smith
Payment Research Specialist

Message 4, 9 hours later:

Date: 10-01-2014 22:36:42
To: Chase Card Services
Subject: Re: Payment Inquiry
Message:

Could you please read the previous correspondence before responding with unhelpful information?

It sounds to me like I must close all my Chase accounts because you will not allow me to make payments from the account I use to make credit card payments to my other banks. Please confirm that for me and let me know what I need to do to close all the accounts.

I would appreciate your having a manager review this because it sounds inane to me, but if you do not want me as a customer, so be it.

Thanks

Response 4, 138 hours later:

Date: 10-07-2014 16:20:10
From: Chase Card Services
Subject: Re: Payment Inquiry
Message:

Dear Charles Gorichanaz,

Thank you for contacting Chase about your account ending in ****. We are making every effort to address all our customers? inquiries and requests completely and in a timely manner. Unfortunately, due to the heavy volume we are experiencing, we have not been able to respond as quickly as we would like. We appreciate your patience and apologize for the delay in responding to your inquiry.

In order for me to have your checking account ending in **** unsuspended I would have to supply proof that this account is currently being used to process electronic payments. Unfortunately, I have been unable to see any electronic payments processed from this account during the month of July, August or September. Another alternative would be to have the San Francisco Credit Union call our Customer Service number which is listed below. If they can confirm that your checking account ending in **** is open and available for use a request can be submitted to unsuspend your checking account.

Again, I apologize for any inconvenience this situation may have caused you. Serving you is very important to me, and I appreciate your business. If you have any further questions regarding this matter, please call Customer Service at the toll-free number found on the back of your credit card or reply to the Secure Message Center.

Thank you,

Nancy Carter
Payment Research Manager

1-800-945-2019

Then I got on chat with my bank to see if they can call Chase as Nancy Carter requested. They tried, but Chase flip flopped again and decided what Nancy asked was not permissible:

Bobby: Hello, Charles Gorichanaz. Can I help you with anything today?
Charles Gorichanaz: Hi Bobby. I am having some trouble with Chase, trying to use my original checking account to pay the credit card bill. Would SFFCU be able to call them per this request?: “Another alternative would be to have the San Francisco Credit Union call our Customer Service number which is listed below. If they can confirm that your checking account ending in **** is open and available for use a request can be submitted to unsuspend your checking account.”
Bobby: Yes, I can help you with that. May I have your membership number, please?
Charles Gorichanaz: ******
Bobby: Can I verify your Call Center password, please?
Charles Gorichanaz: ******
Bobby: thank you, one moment please
Bobby: So Chase just needs to verify your account here at SFFCU?
Charles Gorichanaz: apparently. i don’t know where they got the idea it is frozen, but yes. they provided the number 1-800-945-2019. The message came from: Nancy Carter, Payment Research Manager
Charles Gorichanaz: I am trying to use the checking account ******S10, which has the number *****************
Bobby: yes that is correct.
Bobby: the only thing that I would be able to do is provide a letter, or i can try calling her now ?
Charles Gorichanaz: either option is fine for me, but since I am currently in Japan, calling might be easier? I know it is annoying.
Bobby: NO, not at all . I’m actually the contact center supervisor, and my name is Matt. So you are in good hands. Let me try calling now
Charles Gorichanaz: All right, thank you!
Bobby: :) One moment Charles….
Bobby: Charles, I am on the line with a specialist now and they unfortunately cannot verify any information to me.
Bobby: They are open for 20 more minutes….
Bobby: Is there any way that you an contact them now? they said that a letter would not suffice… :(
Bobby: That you the cardholder would need to call.
Charles Gorichanaz: I’m not sure why they asked me to have you call them then ! I am about ready to cancel all my accounts with them. I have contacted them six times over this already, and they insist SFFCU needs to contact them.
Bobby: I am so sorry to hear that you are having so many issues with them
Bobby: let me try them again do you happen to have your chase account with them?
Charles Gorichanaz: i have two credit cards with them. the numbers are ****-****-****-**** and ****-****-****-****
Bobby: one moment Charles.
Charles Gorichanaz: thank you
Bobby: Okay, so they are sending me a form that needs to be filled out and singed by you. I will do the official bank letters that you need, they also need a voided check from you. Do you want to take a picture of one of those with your phone so that i can print it , and send with these letters? if so you can email directly to me at *******@sffirecu.org
Bobby: Is your email address still charlie@gor*******.com?
Charles Gorichanaz: Well, I don’t have any physical checks since I only use this account for online banking… I already told Chase that. And that is my e-mail, yes
Bobby: Okay what i will do Charles, since im here, and you’re there is Fax everything once i get it completed tomorrow and scan to you via email tomorrow, and I will have my branch manager at my location print me a temporary check for you so that I can complete this for you.
Charles Gorichanaz: oh boy. well thank you. i could also just cancel my cards with chase. it is very tempting.
Bobby: My email will be encrypted coming from Barracuda systems, which will require a one time registration, and then after that you can view any email that comes encrypted from us in the future, will this be okay?
Charles Gorichanaz: that sounds fine
Bobby: Okay Charles, I am all good to go, was there anything else that I can assist you with this evening? Wow, Chase is difficult, glad I came to the credit union from them 3 years ago :)
Charles Gorichanaz: heh. that should be all. thank you so much!
Bobby: okay charles, have a good night! I will be in touch with you in the morning.
Charles Gorichanaz: ok, thanks!

Message 5:

Date: 10-08-2014 00:10:19
To: Chase Card Services
Subject: Re: Payment Inquiry
Message:

Hello Nancy,

Since you are unable to help me, I kindly request you ask someone more senior than yourself to follow up with me.

It is clearly a hilarious joke you are “making every effort to address all our customers? inquiries and requests completely” based on your repeated failure to understand my simple requests regarding allowing me to pay my credit card bills from a checking account I use daily for other banking. It is especially silly Chase touted the exceptional Sapphire customer service when I signed up. This has been a horrible example of service.

In case your systems do not provide a record of correspondence, I have compiled our chats so far for your convenience at https://votecharlie.com/blog/2014/10/chase-incompetence.html

I have been working with my bank to try to satisfy Chase’s demands, and in so doing have cost them at least $50 with my bank on account research, and not to mention hours of my own time.

Additionally, my Sapphire card is set to renew in a month or two, for which I will be charged the annual fee.

I respectfully ask that, if Chase wants to keep me as a customer:

1. Chase immediately allow me to pay bills from the supposedly frozen account. I made all reasonable efforts to facilitate Chase’s requests, including having my credit union manager call you as requested. That Chase then claimed they can’t talk to the manager there about my account, despite being requested to call, is astounding.
2. Chase waive the annual fee on my Sapphire account.
3. Chase credit one of my accounts $50 for my bank’s research associated with Chase’s requests.

If Chase is unwilling to grant these requests, please:

1. Transfer all reward point balances from my Sapphire card to my Amazon.com card.
2. Provide me any necessary paperwork by e-mail to charlie@go***.com to cancel my accounts, as I am in Japan and cannot do this by mail or phone easily.
3. Once I have cashed out my points, I will cancel both accounts and be happy to never use Chase again, and will cheerfully share my experiences with others.

Reply 5, 228 hours later:

Date: 10-17-2014 12:31:23
From: Chase Card Services
Subject: Re: Payment Inquiry
Message:

Dear Charles Gorichanaz,

I appreciate your patience and I apologize for the delay in responding to your inquiry regarding your credit card account. Please be assured your email has reached the highest level of escalation within our secure message center.

Unfortunately, since you have not provided us with the necessary documentation needed to unsuspend your checking account with San Francisco Credit Union ending in ****, payments made from this checking account will be be rejected. I apologize that I am unable to assist you with your request to allow you to use this checking account to make payments.

I have forwarded your request to have your Sapphire reward points transferred to your Amazon.com card to the appropriate department for handling. I am unable to respond to your personal email address for security reasons. All email correspondence is processed through our Secured Mail Center.

If you decide that you want to close your Chase credit cards, you may send us an email through our Secure Message Center or you may call Collect at 1-302-594-8200.

I sincerely apologize I am unable to meet your expectations in this matter. Nothing would have pleased me more than to provide the resolution you are seeking.

you have any further questions, please reply using the Secure Message Center.

Thank you,

Nancy Carter
Payment Research Manager

Reply 5b, 98 hours later:

Date: 10-21-2014 14:39:12
From: Chase Card Services
Subject: Re: Payment Inquiry
Message:

Dear Charlie Gorichanaz,

Thank you for contacting Chase about transfering reward points from your Sapphire Preferred rewards program.

Your Sapphire Preferred rewards program does not have the option to transfer rewards to the Amazon rewards program. However, as a one-time exception, we have transferred 7,244 reward points from your Sapphire Preferred rewards account to your Amazon rewards account. These reward points are available immediately.

We do not offer the option to have the annual fee removed on the Sapphire Preferred rewards program.

If you have any further questions, please reply using the Secure Message Center.

Thank you,

Tim Moeller
Senior Service Specialist
(844) 540-0915

Message 6, 15 minutes later:

Date: 10-21-2014 14:55:22
To: Chase Card Services
Subject: Re: Payment Inquiry
Message:

Hi Tim,

I appreciate your transferring the points.

Unfortunately, since Chase is unwilling to accommodate these two requests:

1. Chase waive the annual fee on my Sapphire account.
2. Chase credit one of my accounts $50 for my bank’s research associated with Chase’s requests.

I assume Chase will also not be willing to simply credit one of my accounts $50 + Sapphire annual fee in lieu of waiving the fee. Is that the case?

If not, please cancel my Sapphire account at the end of the period covered before I would be assessed an annual fee. I will cancel the Amazon.com card separately.