This is the bank for my Amazon Prime credit card. On 2/1, I used a link on the Chase home page to access my credit score. I got a message that the account was locked for security reasons and given a number to unlock the function. When I called the number, I was asked for my date of birth, social security number and Chase account number. I provided this information but balked when she asked for a loan number and another credit card number. I said I didn't consider giving that info over the phone appropriate and I said I was going to contact Chase to report the incident. She hung up. I called
Chase and they said it was definitely identity theft fraud because no one at Chase or TransUnion should be asking for that information over the phone. Five people including a TransUnion representative were involved in cancelling my credit card and setting up the appropriate screening mechanisms to detect further fraud. The process took over two hours. I asked Chase and TransUnion to report the incident, but to my knowledge no one recorded details. They suggested my personal computer had been hacked.
I was uneasy about Chase's apparent lack of followup, and on Monday morning 2/4, I contacted my computer support and was assured it was a Chase problem. I called Chase technical support and was lucky enough to talk to Hanade, who experienced this very situation himself. He, too, wouldn't provide the information over the phone, but went to his local branch office. The nearest branch for me is West Virginia (I live in North Carolina). Hanade explained that there was no security exposure as the link was within the Chase system. It was all a mistake because fraud and customer service didn't understand the technical aspects of the link. I was never hacked at all.
Since Hanade and I both fell into this trap, we were concerned for other customers, and Hanade transferred me to the Credit Card department to get them to start the ball rolling to clarify the link. I spoke to Mona and her supervisor Evon. Both said they were sorry for the mistake, but they had no options to become involved. there was nothing they could do!
Is there anyone at Chase who would be willing to update the link to provide an alternative option for updating the information? Is there anyway to instruct customer service not to declare identity theft and inflict the associated trauma on customers without justification? Is there an escalation path to initiate change based on customer feedback?