A
Can we use our Chase card to pay for things or withdraw cash outside the UK?
Yes
Do we offer Joint Account?
No. We don’t currently offer joint accounts
Can the customer TURN ON the 'Gambling'?
Yes.
Can someone else manage my account?
Yes. We can let someone else manage your account if you've granted them a Power of Attorney (POA) for your financial affairs.
Can we send or receive money internationally?
No. Chase accounts can’t be used to send or receive money internationally yet.
What is a Direct Debit?
A Direct Debit is when you give permission to a company for them to take money from your bank account on an agreed date.
If the card is lost, stolen or damaged. What can we advise to do first to the customer?
Advise customer to Freeze the card then, provide the steps on how to.
We all know that we have Chase in US. Customer asked "Can I still use my account in the US?"
Although we come from the same family as Chase in the US, we at Chase in the UK are in fact a separate bank. So if you’re moving to the US and want to bank with Chase, you’ll need to open a new account with them.
Can the customer install Chase on another device?
it's currently not possible to have more than one device registered to use Chase. This means if you do install the app and log in on another device, the app will be unregistered on the old device. While you can continue to switch, please be aware that you will have to go through a new device login journey each time.
What if the customer having an issue in closing the account? What should we do?
We need to create a General Case and transfer it to BOPS (Banking Operations).
How long will it take for a refund to show up on my account?
This depends on how soon the merchant processes your refund. Once a refund has been processed, it should take an average of 1-3 working days to reach your account. In some cases it may take up to a week.
If the customer has reached the threshold of two dispute cases within 6 months or three dispute cases within 18 months. What should we do?
Transfer the chat to Fraud Chat Queue
If we create a BIM ticket. Do we need to transfer the chat?
No. We need to take ownership of the chat.
If we create a DSD ticket. Do we need to transfer it?
No. We need to take ownership of the chat.
If the funds came from a gambling website. How many days before it gets posted?
Regularly (2-3 calendar days) but, may take up to 7 calendar days.
Customer asked "When will I get my card?"
We send your card once your account is fully opened. Normally, this takes about 5 to 7 working days, depending on the post. If you haven't received your card within 10 working days, please contact our customer support team for an update.
If the customer wants to request for Withdrawal Increase. What should we do?
How much is the Financial Services Compensation Scheme for J.P. Morgan Europe Limited?
£85,000
What law covers capturing Care Flag Information?
It's under Schedule 1 of the UK Data Protection Act 2018 (Health Exemption 19).
FCA has identified four key drivers that can lead to customers becoming vulnerable:
Health, Capability, Resilience and Life Events
How long will the transaction be on pending?
Merchants generally take up to 7 days to tell us a transaction is complete. Sometimes it can take up to 30 days to complete, for example hotels or car hire. Then the money will either go to the merchant or be returned to your account.
When will cashback rewards program will end for a customer?
One year after account provisioned date
A manual switch will take a minimum of? How many days?
12 Days
How long does it usually take for a Direct Debit payment to post on the account?
Third day after the payment is made / 2-3 business days.
Customer asked if we can disable or remove the 3DS verification
3DS transaction verification is an additional security measure to protect customer from fraud. Chase has no control over the 3DS verification. The transaction verification will depend on the how the merchant will process the transaction.