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John Broomfield

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Review of the Chase Bank, Current account:

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Nonsense In, Nonsense Out!

Experience has generally been very good up until the point that Chase started insisting that they "need[ed] to find out a little more about [me], and check that the information we've already got is correct"... almost 2 years after opening the account. As only an occasional user of my secondary facility with Chase (which I opened to take advantage of the absence of any transaction fees when abroad and to access the savings accounts) I had difficulty understanding how to accurately respond to the questions "how much do you expect to receive and spend each month"... there being no typical income or expenditure patterns. The Customer Service Agents I sought guidance from claimed to understand my issue but stated that, as they were a regulatory requirement, no consideration could be given to changing the questions, the manner in which they're phrased or to the addition of appropriate guidance notes... even after I raised a formal complaint!! Chase suspended my ability to receive / send money despite me having flagged my concerns and sought managerial intervention / reassurance. A couple of points to note: (i) With 2 years of experience dealing with me as a customer surely they are well placed to monitor my incomings / outgoings? (ii) My primary bank doesn't request this information (probably because they are well placed to monitor my incomings / outgoings!!). I did think that Chase would be more flexible and customer-centric... nobody is asking them to bend KYC and AML rules however I would expect them to do their best to at least gather relevant and useful data rather than just ticking boxes. Reviewed on: 15th February 2024

Review of the Chase Bank, Current account:

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Simple - But Good

Simple, very competitive, product offerings which offer combined current and savings propositions all managed via an excellent app! Reviewed on: 16th March 2023

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