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The complaint should go to the Office of the Comptroller of the Currency (Chase’s primary regulator) + the Consumer Financial Protection Bureau (their consumer

The complaint should go to the Office of the Comptroller of the Currency (Chase’s primary regulator) + the Consumer Financial Protection Bureau (their consumer regulator if you’re a non-business account) + the media, not to the branch manager. I doubt the branch manager has any control over this policy or any way to communicate your frustrations to anywhere with power to act on them. That said, maybe they’ve fixed this since it happened to you: as of 2023, Chase’s Sapphire credit card department seems to be able to verify my transactions as legitimate or fraudulent and complete my live identification to a customer service representative without replicating your experience. They allow me to validate transactions by replying to email or SMS notifications which mention the specific transaction, and they can involve their mobile app in attempts to live verify my identity.

nolongerthere 3y ago
> That said, maybe they’ve fixed this since it happened to you: as of 2023, Chase’s Sapphire credit card department seems to be able to verify my transactions as legitimate or fraudulent and complete my live identification to a customer service representative without replicating your experience. They allow me to validate transactions by replying to email or SMS notifications which mention the specific transaction, and they can involve their mobile app in attempts to live verify my identity. So, that was all possible back then too, this was specifically for an attempted ACH transaction between my chase account and my discover account, it was a large amount of money and chase didn't think I was the one who initiated the tx even though I'd already verified the other account in chase. they were concerned my actual account was hacked... in that case, as others have said calling a phone number and then sending a text to that same number doesn't add any additional verification for them, if I can answer the phone call I can see the text. Obv, if they suspect my account was hacked there really isn't a way to verify using any of the existing account info.
everforward 3y ago
This is how my bank handles it as well. I just get a text with the charge line and amount, and it prompts me to reply either YES or NO (or maybe STOP, it's been a while). If I say YES or STOP, it stops payment and prompts me to call whatever the department for that is with a phone number. It seems to also hint to their fraud system. I think the last one I got was when I was traveling, and it quit asking if the charges were authentic after the first couple.
- fennecfoxy 3y ago
  HSBC does this, it's Y/N for them as far as I remember. Accidentally put N one time and found they cancelled my CC. Was super annoying bc I had to wait for a new one to arrive but I guess a scorched earth policy is good (esp when they're liable for fraudulent use).
- jey 3y ago
  Probably not "STOP" since that's a reserved message in SMS that tells bots to stop messaging you entirely.

nolongerthere 3y ago

> That said, maybe they’ve fixed this since it happened to you: as of 2023, Chase’s Sapphire credit card department seems to be able to verify my transactions as legitimate or fraudulent and complete my live identification to a customer service representative without replicating your experience. They allow me to validate transactions by replying to email or SMS notifications which mention the specific transaction, and they can involve their mobile app in attempts to live verify my identity. So, that was all possible back then too, this was specifically for an attempted ACH transaction between my chase account and my discover account, it was a large amount of money and chase didn't think I was the one who initiated the tx even though I'd already verified the other account in chase. they were concerned my actual account was hacked... in that case, as others have said calling a phone number and then sending a text to that same number doesn't add any additional verification for them, if I can answer the phone call I can see the text. Obv, if they suspect my account was hacked there really isn't a way to verify using any of the existing account info.

everforward 3y ago

This is how my bank handles it as well. I just get a text with the charge line and amount, and it prompts me to reply either YES or NO (or maybe STOP, it's been a while). If I say YES or STOP, it stops payment and prompts me to call whatever the department for that is with a phone number. It seems to also hint to their fraud system. I think the last one I got was when I was traveling, and it quit asking if the charges were authentic after the first couple.

fennecfoxy 3y ago
HSBC does this, it's Y/N for them as far as I remember. Accidentally put N one time and found they cancelled my CC. Was super annoying bc I had to wait for a new one to arrive but I guess a scorched earth policy is good (esp when they're liable for fraudulent use).
jey 3y ago
Probably not "STOP" since that's a reserved message in SMS that tells bots to stop messaging you entirely.