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Chase Posts Message About Online Banking Issues

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Getty Images/Scott Olson

Getty Images/Scott Olson

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NEW YORK (CBS/AP) – Although Chase’s online banking service is back up and running, the company is trying to appease its outraged customers.

The site went down Monday night and was down all day Tuesday. A Chase spokesman said service was restored early Wednesday, but later Wednesday morning the site again carried a message saying service was unavailable.

Chase has 16.5 million customers who bank online. Chase’s ATMs and telephone banking services weren’t affected.

Outraged bank customers took to their Twitter accounts to share their frustration.

The following message appears on Chase.com:

We are sorry for the difficulties that recently affected chase.com and we apologize for not communicating better with you about this issue. As you may know, we experienced a significant service interruption and Online Bill Payments that were scheduled to be sent on September 13, 14, or 15, 2010, were sent by the morning of September 16, 2010.

If you scheduled a payment to be sent during those dates, but do not see it reflected in your payment activity by September 16, 2010, please contact us.

We are working hard to make sure that any late fees you may have incurred as a result of this processing delay are being refunded:

  • If your payment was to another Chase account (for example, Chase Credit Card Services), we are automatically refunding any late fees.
  • If your payment was to anyone other than Chase (for example, your telephone service, utilities or another financial institution), we are contacting many payees to prevent late fees from being charged.
  • However, if your payee charged you a late fee, please call us at one of the numbers below or visit your nearest Chase branch. We will refund the late fee to you.

We recommend that you keep this letter in case you need to provide information to your payee.

Please be assured that Chase’s online security has not been compromised as a result of this service interruption. Your accounts and confidential information remain safe and secure.

Giving you 24-hour access to your banking is of the utmost importance to us. This was not the level of service we know you expect, and we will work hard to serve and communicate with you better in the future.

Again, please accept our apology for this disruption and thank you for your patience. If you have any questions, please stop by your nearest Chase branch or call:

  • 1-800-935-9935 for Personal accounts
  • 1-877-CHASEPC (1-877-242-7372) for Business accounts
  • 1-800-848-9136 for Home Lending and Auto accounts
  • For credit card accounts, please call the number on the back of your card

Sincerely,

Patricia O. Baker
Senior Vice President
Chase Executive Office

(TM and © Copyright 2010 CBS Radio Inc. and its relevant subsidiaries. CBS RADIO and EYE Logo TM and Copyright 2010 CBS Broadcasting Inc. Used under license. All Rights Reserved. This material may not be published, broadcast, rewritten, or redistributed. The Associated Press contributed to this report.)

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