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Payments

100

What is the timeframe for ACH payments to be refunded? 

Within seven business days 

chase answers 24606

200

Can the customer write a letter as POP? 

• Bank documentation can't be handwritten or typed by customer                                
• chase answers  72607 

300

How do I cancel / modify payment refund?  

Email Research Payment Escalations

• Attach Payment Refund Request Form with complete details of request                           chase answers  24606

400

What is the Criteria to remove a float pay hold? 

• No returned payments in last 120 days and credit card account open four months or more
• One of below conditions must also apply:
  • Determine if payment is:
    • Less than or equal to $10,000 and account is less than or equal to one cycle past due
    • Greater than or equal to $10,000 and less than 50% of customers available credit line                                          chase answers page 24549

500

What is the Process for a RPPS Refund? 

Don’t open ACH refund in workflow. Memo account with refund request and specific POP requested; once POP received, timeframe is 7 biz days upon receiving the POP. Chase Answers 24606  

Balance Transfers

100

What is the time frame for a BT Escalation? 

Any Issues can take up to 30 biz days for a resolution and CM’s are notified in writing. Chase Answers 30953

200

Who can request a balance transfer? 

• Primary, Secondary, Authorized user, Authorizing officer, Branch representative; customer presence required and Power of attorney (POA)           Chase answers 30953

300

What is the delivery timeframe for a balance transfer? 

• Electronic / wire: Five to seven business days
• Check / mail: 14 to 21 business days 
• Chase answers 30953

400

What is a common reason for a balance transfer to get canceled while in pending status? 

Customer has reported the card lost/stolen , balance transfer will no longer be available to the customer. Chase answers 30953

500

What is the process for a balance transfer posting issue? 

• Balance transfer must be posted to Chase account
• Escalation must be initiated within 180 days from date item posted to statement
• Redirect following balance transfer posting issues:
  • Not posted on other account
  • BT processed for wrong amount
  • BT returned to Chase, but not received
  • Stop payment                                 chase answers page 30953

Rewards / Retention

100

What should we do if customer does not receive their digital gift card? 

Assist the customer locate the email, If customer is unsuccessful in locating email, submit escalation in LSP

chase answers 25338  

200

Can we open the Retention Tab to check if a Retention Offer is available for the Customer if they are requesting an Annual Fee Waiver?

No. The Customer MUST state that they want to Close the Account in order for us to check if a Retention Offer is available. Chase Answers 24687

300

What is the timeframe the customer has to redeem the rewards once account has been closed? 

Customer has at least 30 days to redeem rewards from closure

• chase answers 24688 

400

What is one of the most common errors to occur when a Customer is trying to transfer Rewards Points to a Partner Account? 

The name on the Chase card must exactly match the name on the frequent travel account. Chase Answers 26983

500

What is the criteria to combine points?

• Customers can combine points but only with another Chase card with Ultimate Rewards belonging to themselves and one member of their household
  • A household member is a family member who has the same permanent address as the primary customer
• For business card accounts, customers can move points but only to another Chase card with Ultimate Rewards belonging to themselves, and one member of their household or owner of the company

chase answers 26981 

FEES

100

How does Residual Interest accrue? (and what is the alternate term) 

Residual Interest occurs when you carry a credit card balance from one month to the next. (It builds up daily between the time your new statement is issued and the day your payment posts. Since it accrues after your billing period closes, you won't see it on your current statement) Chase Answers 24939

200

What is the Criteria for a Pay In Full Customer?

• Customer was previously Pay-In-Full or had no balance for the PREVIOUS Cycle
• Customer didn't Pay-In-Full ONE cycle

Chase Answers 24202

300

If the customer closes their account will their annual fee be refunded?  

• To avoid duplicate credit, don't adjust annual fee using Fees workflow within 41 days of statement closing date with annual fee billing
• At customer request, annual fee can be refunded up to 90 days of statement closing date with annual fee billing as courtesy in Fees workflow
• For non-business account closure, account is closed directly in "close account" workflow. This fee would need to be manually waived in fees workflow since system will not do this automatically                                                    Chase answers 24687

400

Can we Refund Residual Interest Charges?

• Residual purchase interest CAN ONLY BE Refunded as Pay-In-Full customer when standard interest in prior cycle qualified for Pay-In-Full override or was previously refunded and suppression for residual interest wasn't appropriately set. Chase Answers 24402

500

What would be the reason we can give a credit for a third party fee? 

• Customer receives roaming charge for international call where specialist communicated call would be free when using their cell phone
• Customer receives late fee from another bank due to Chase error that caused transfer to be delayed chase answers 39484

RANDOM

100

How Many Children does Angelic have? 

7 (including yajaira) 

200

What is Van allergic to? 

Seafood ( but she still eats it)

300

What is Yajaira's favorite color? 

PINK!

400

What did King do in his Moonlighting days before Chase? 

He was a lounge singer! 

500

When is Dwight's Twin's birthday? 

02/2/22