I have, fairly recently, but only to take all my money out 
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Give them some credit, theyâve managed to be a bank without fundamental problems for at least a month.
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Iâm surprised no-one else seems to have mentioned this, maybe everyone else is taking the whole âplease remember this is confidentialâ in the email they send seriouslyâŚ
ButâŚ
I had a survey from them last week - looks like theyâve zeroâd in to what their final ârewardâ package for their accounts (both current and savings) is going to be once the initial 12 months is over.
The last survey a few months back was to ask for an opinion on lots of different packages and which one you like etc.
This time - it was just one option given and they were asking if that would change you usage of Chase (use it more or less) if that was the package.
Also, they asked about savings accounts and the interest given on those - so looks like theyâre looking at that as well with higher interest rates.
Iâm not going to give the details (because of that big âTHIS IS CONFIDENTIALâ statement in the email), but I think what theyâre coming up with (if they go ahead and donât get lots of negative feedback) is kinda whatâs expected for both the current and savings accounts.
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I didnât get these surveys unfortunately 
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If you signed up for the surveys but have never had one, check your junk mail folder. All of mine were going in there and I kept wondering why there were never any surveys for me to doâŚ
They email the survey to you - they never just âappearâ on the Chase community site even though they have a âsurveysâ section on there.
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I know I say more or less the same thing every time, but Chase (hello, I know youâre reading) are taking the proverbial. They are asking customers to provide them with valuable insight with nothing in return.
But the fundamental thing here is that I donât think folk care that much about Chase. Itâs been a botched launch, the app is terrible and the offers arenât good enough to offset all the issues or to entice anyone to stay. Thatâs why I think thereâs not been much buzz on here (or anywhere else).
There you go, Chase folk. I hope that helps.
(P.S. A community building tip: creating a buzz, and causing a positive discussion/feedback loop is good for the brand. Having the subject of conversation as being a) outage after outage, and b) rude "THIS IS CONFIDENTIALâ messages when people are giving up their time and effort to help out for free is most definitely not).
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To be fair, that is what people signed up to the programme for wasnât it? How is that different from Monzo soliciting feedback on Flex in the Flex thread on this forum?
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Here itâs done openly, transparently and with the ability to discuss it.
Chase seem to want to keep everything secret, shut down discussion, and generally take without giving.
I mean each to their own, and folk will do what they want, but the Chase approach just feels entitled to me.
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I donât dispute that, but to me it is just weird to suggest that they offer nothing in return - when people chose to do that! Sometimes after I buy something I will get an email asking me to review it on an online review site. And sometimes I do - for nothing in return. I know there is nothing in return before I start.
Taking your dislike of Chase out the the equation for a moment (and it is a totally valid opinion!), you are saying that you think that doing something when there is nothing in it for you is bad. And in the same message you said that Chase seem entitled!
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Their service is shocking.
Their complaint handling is shocking.
Their chat section of the app is shocking - keeps crashing and delaying the typing coming in screen so I have to wait.
They removed 3 of the messages in chat when I said just issue me a final response and Iâll go to the ombudsman. They blamed my network and connection, phone, and storage on messages disappearing from chat which is 99% impossible and never had an issue with any app ever doing such things.
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A neobank designed by oldâskool bankers, rather than a startup. What did anyone really expect.
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I think people complete the Chase surveys because âin returnâ they expect Chase to take on board what theyâre suggestion and make changes.
The âfinalâ version of what theyâre suggestion theyâll be offering is actually probably, if I remember rightly from the options, one of the options that I felt would work best. There were other options that had significantly harder requirements to qualify for the benefits (relatively large minimum deposit per month, quite of few Direct Debits needing to be setup for example) and perks targeted at specific sectors (travel insurance etc.).
Hopefully their âfinalâ decision (if it was final - depending on the feedback theyâre getting now from this new survey) isnât a million miles from their current benefits - although those of you who have earned quite a bit each month from cashback might be disappointed.
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The âconfidentialâ caveat is a joke. They couldnât find out who is divulging details of surveys as most people are anonymous. Itâs a bit like a warning stating âkeep off the grassâ or âwet paint - Do Not Touch.â
The packages they outlined became tedious and difficult to track what you may have said or ticked under a previously question. Iâm not convinced their future benefits package will be attractive. Hopefully Iâll be pleasantly surprised.
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It looks a bit pish if thats what they go for, I opened some survey for a look and its not awful but not great to be honest given the hassle with the app.
Oh well, I will keep rinsing them until my period is over then move on gladly from the slow crappy app.
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One very baffling thing about the Chase app is how it shows the old/previous/out-of-date balance every single time I open the app, and it takes a good few seconds to update the balance with recent spending, could be up to 10-15 seconds and it could be I have to pull down to refresh⌠even if spending notifications have been arriving perfectly well so the app a) can wake up to receive them and b) therefore knows about them.
No other banking app does this, every single banking app I use or have used in the past just shows me the current up-to-date balance as soon as I enter the app, no updating goes on in front of me 
Oh, very much this!
Definitely a First World problem, but very irritating.
If they go for the suggestion contained in the confidential survey, I would be very interested in how they deem which account the direct debits and monthly deposit applies to, given the ability to open multiple.
I pay in over ÂŁ500pm to one of their savings accounts, from which my direct debits are paid and my spending money shifted over weekly into my main account for cashback.
Chase would no doubt want me to abandon this process and have it all in the one main current account, which would defeat the whole purpose, for me.
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It could be worse. First Direct only shows the âcleared balanceâ on the home screen, you have to click into the account to see what it actually is. Super difficult.
Back to Chase - I think itâs not reasonable to expect the same level of interaction as we have here on Monzo. If you think to pretty much every other bank out there, the interaction is as with chase - a âcommunityâ with surveys, chats and feedback loops. Which to me, personally, is fine.
Iâd imagine that, along with targeted customer work with their User Experience function probably gives them a good base to do further work on. I also think weâre a little spoilt (in a good way!) here, in that we still get more two way involvement and can still be part of development in the future.
I do wish they would sort out their performance though, it puts me off using them really.
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Surely youâd all miss that little hamster wheel going round-and-round 
Let me think about that for a second, nope. A bank needs to be reliable, trusted and have a responsive system and at the moment, for me anyway, Chase fail on all 3 counts.
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Their complaints process is⌠Iâll raise a ticket for that.
Another company I complained to last week also said similar.
Why arenât systems designed in a way a complaint reference can be given here and now? Every system bar monzo Iâve used allows me to do this.
1 Like