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 Exploitation of senior citizens' accounts at Chase
Posted Mon November 16, 2009 12:00 pm, by Sydnee L. written to Chase Bank
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I am writing on behalf of my mother who has a senior checking account at Chase (or the "Bank"), but isn't fluent in English.
Recently, my mother showed me her monthly statements from Chase and asked me why the Bank had been charging her $13.05 each month. As I reviewed, I realized that this amount was charged from Chase ID Protect. My mother has no use for this program at all. I asked her whether she had signed up for this program. My parent didn't recall.
On November 5, 2009, I visited Chase at 1324 York Avenue, New York, NY 10021. When I explained my mother's issue with a Bank's customer service, I was told that Chase ID Protect had nothing to do with the Bank. With that explanation, I was connected the the latter from the Bank's phone.
When I spoke with a Chase ID Protect staff, I learned that this program had been charging my mother's account since November of 2008. I asked the staff to stop the program on my mother's account and reimburse my parent for the past 12 months.
Over that weekend, my mother informed me that she had been reimbursed for the past fees. As I counted, it was for 7 months instead of 12 months.
On November 9, 2009, I made another visit to Chase at the York Avenue location to resolve this issue. This time, a Chase Bank customer service representative decided to handle the issue directly with Chase ID Protect. However, over 15 minutes of waiting and sporadic conversation with a Chase ID Protect staff, she finally relayed the message that this program wouldn't reimburse the remaining 5 months of past fees.
As she wanted to move on herself, I asked for her supervisor. She came back to tell me that her supervisor couldn't do anything since her hands were tied and Chase ID Protect had nothing to do with Chase Bank.
As long as the name Chase is used, I see Chase ID Protect under the same corporate leadership as the Bank. Without the Bank giving access to the ID Protect, there was no way my mother's account could have been accessed the way it had.
I would like Chase, whether it is the Bank or ID Protect, to reimburse for the remaining 5 months immediately. It doesn't make sense to reimburse for 7 months and assume that the issue has been settled.
My mother has enough trouble using the ATM machine each time she uses it even in her native language. Don't exploit senior citizens' fixed income, especially in this terrible economic situation. How would you like if someone treats your own parents that way?
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That is sweet that you are helping your mom with this, and you are
very lucky you got the money back for the 7 months.
Just as an FYI, my husband and I hold accounts at 3 different banks.
ID theft is a rising crime, and I know just about every time I either
call in or in some cases go to a teller, I am offered some sort of
program like this. Basically, it is the banks version of an "upsell".
Once we did sign up for the ID protection. I don't know if it works
the same at all banks, but it was extremely clear what was happening.
Could possibly a teller or call center person offered your mom the ID
protection and your mom just went along with it? I know some people
have a hard time saying "no" and just think they will cancel the
charge next month. Or just completely forgotten about it? It most
likely sounded like a good idea at the time.
No matter what, your mother would have had to give permission to be
signed up for the program. And this isnt something that is just
offered to seniors.
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by Kalphoenix Posted Tue November 17, 2009 @ 8:28 PM
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It's great that you are willing to get on top of these things by
helping your mom. It's also great that Chase (Or whomever the
provider of this service was), was willing to issue a partial refund.
Many places will not do this on ANY kind of service fee.
I know I personally have a lot of difficulty handling these kind of
things on my own, which is why I don't make changes or sign things
without someone present (Usually DH) to help me read over everything
and ask questions.
Especially with your mother getting older (even more so if there are
language barrier difficulties), it may be time for you to take a
more-active role in helping her manage her finances from here on out
to keep her from getting into more difficulties in the future.
But unless you can prove some kind of fraud took place (and the legal
fees for that probably would make it moot, even if it were the case),
I think it's doubtful you will see any more reimbursement.
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I don't think you're right to push for another refund. Your mother
should have been monitoring her bank account better. I don't think
that has anything to do with English not being her first language.
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by Nate. Posted Mon November 16, 2009 @ 2:35 PM
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If she signed up for it, then they were providing whatever the service
covered. I don't see why they should refund the past, when they were
giving her what she paid for. The 7 Months courtesy refund was
generous, considering this.
Additionally, it likely it is a seperate company that operates the
service for Chase, so they use the Chase name. Likely in the fine
print on whatever she signed to sign up for has the name of the
company that is an affiliate/contractor/etc. Just because they call
themselves Chase in no way means they are under the same ownership.
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How is it an exploit?
She apparently signed up for the program? Did she not notice it on
their first statement?
Good Day
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opps
by Tooter Tue November 17, 2009 @ 11:34 PM
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