Chase Freedom CX is BAD
So I recently decided to take advantage of a Balance Transfer offer from Chase Freedom. My research indicated customer reviews of Chase credit card products were generally negative. Given that I intended to pay it down during the interest-free period I didn’t let that deter me. That was my mistake.
I logged on to my Chase account to set up a monthly auto payment for an amount that would pay off the entire balance in 15 months. Trouble is Chase auto payment only provides two options; Minimum Payment Due or Full Amount Due. It does not allow customers to enter an other amount.
That means as a customer I need to remember to login every month for the next 15 months to schedule a payment. What a hassle! This is what is meant as FRICTION when it comes to the Customer Experience.
But wait! What if I simply schedule a payment for each of the next 15 months? Still a headache and more effort than should be required on my part. But hey, at least it’s done and I don’t have to worry about forgetting to make a payment.
EFFORT ALERT!!
Chase does not allow payments to be scheduled more than three months out. So I scheduled the three payments and made a note in my calendar for August to schedule the next three payments. What a pain in the ass!
By the way, I called Chase Customer Service to make sure I wasn’t guilty of new user error. The Chase representative verified that those are in fact the only two options for auto payment. When I mentioned other credit card companies allow customers to enter an amount other than the Minimum Payment Due but less than the Full Amount Due they ignored my comment.
Chase Freedom’s reputation for poor Customer Experience is well-deserved. High effort! Lots of friction! And no problem ownership on the part of its Customer Service Representative.
Is Chase intentionally making it difficult for its Balance Transfer customers to pay off their balance? What do you think?
The Unknown Customer