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

We are sorry for the difficulties that recently affected 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


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.)

Comments (28)
  1. Rick says:

    lazy lazy lazy stfu already, u people act like ur perfect give me a break bunch of cry babies

  2. Covertop says:

    Seriously?? They had an outage….sh!t happens. It was an annoyance, get over it. Get off ur fat lazy a$$es and got the bank if its such a problem. Chase offers great service. – be grateful and stop whining over such a trivial issue.

  3. Chris B says:

    It’s 4:11PM. And I get get in . I’ll tell you what Chase. You owe us a detailed explanation. Not the predictable, generic, platitudes! Were you hacked?

  4. Nemesis xyz says:

    Too big to fail just failed.

  5. snookie says:

    just tried logging in from my work computer – still cannot get in and it is now 2:40pm

  6. Omar says:

    Mobile banking was working for me both yesterday and this morning. I was just able to login from my work computer. It is 2:30pm ET.

  7. Nemesis xyz says:

    I’ll bet all the accounts will be wiped out. I sure hope my funds are FDIC insured. That’s payback for all of the fees they’ve charged me over the years. Ha Ha, I switched to Capital One and haven’t paid a penny in fees in years.

  8. Pyrrhus says:

    I don’t think Chase is being secretive or dishonest. I believe they honestly don’t know what the problem is yet. They thought they fixed it in the early hours of the day but it’s back again. They’ll tell us when they know.

  9. ste says:

    if we all went to the bank what would the line be like. Plus, I’m in a wheel chair!

  10. ChloeDuvall says:

    Irritating as all hell. 3 days without being able to access or pay my bills online. Unacceptable!

  11. brian says:

    they were hacked and i am trying to figure out were 3 of my depost are now and still on the phone they lying

  12. Marilyn says:

    I was able to log-on at 5 AM for the first time in DAYS! Chase is starting to look like RIM – no details or specific explanations to their customers about the outage. How about some transparency since you have our money in your bank?

  13. KayK says:

    I logged in

  14. GRANNYJ17 says:


  15. Alex B says:

    Waaa I cant bank on line.
    Stop crying .
    Get your lazy ass away from the computer and go to the bank

  16. Greg says:

    Why can’t Chase send its customers an e-mail telling us what has been happening. Why the mystery and what doe CBS know that the NY Times and other stations don’t?

  17. Crystal says:

    12:40 pm and haven’t been able to log on.

  18. claire says:

    Please inform listeners that Chase Online in NOT AVAILABLE YET!!! Thank you !

  19. Joe D. says:

    I did log on about 9:15 A.M. but after a LOT of fiddling arount. Got “did not recognize this computer – get temp.P/W”, but after a few mor attempts it worked, without the temp.P/W. Had to try several times.

  20. linda pletscher says:

    Chase now admits it is out again – 11:20 am

  21. Syed says:

    same here logged on 11.15 said that please log again.

  22. Shiney says:

    Shiney say hi to Shubbie

  23. Ray Watkins says:

    11:09AM Wednesday cannot log on! What a joke!

  24. linda pletscher says:

    Same here – still not working

  25. Deepak says:

    Cannot log on… Its 10:40 AM. Is the site overloaded or something?

  26. Jack says:

    Likewise,it is 10:30 A.M. Wednesday and I still can’t log on!

  27. Dottye says:

    Guess what? I still cannot log on and it’s 10:28 AM Wednesday.

    1. Peggy says:

      Still cannot logon and it is now 11:53am. I think CBS should now be reporting that Chase is not being upfront about their outage.

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