Kaitlin R.

I recently dropped my debit card at a gas station. I called the gas station and they had no one turn in a debit card. So, I then called chase and reported it lost and the representative I spoke to stated that I needed to go into a branch because I had a recent address change, but that he could report it lost and that if I found it that day I could call back and re-activate. I went into a branch and spoke to a Personal Banker and he stated the same thing 'I will order you a new one but if you find your lost one today (the day I lost it) it could be re-activated.' An employee from the gas station called me back and said someone turned in my debt card (about an hour after I had reported it lost). I called chase back and the gentleman I spoke to told me my card could not be re-activated because they had already processed a new card for me (on a Saturday afternoon) I said 'so I already have new debit card number and its already mailed out.' His response 'yes ma'am this is why I cannot reactivate your old card that was reported lost.' This is unacceptable. Thank you for moving so quickly, but I'm fairly certain nothing moves that quickly on a Saturday afternoon at a bank and even more certain that I'm extremely frustrated with chase as a whole since I did everything they said to do and now have to wait 5-7 BUSINESS days to receive a new card when my one reported lost was found an hour later.