A FEW DAYS AGO, I drove up to a JP Morgan Chase ATM to make a cash withdrawal. The infernal machine not only wouldn’t spit out the cash or a receipt, but also it was a struggle even to get my card back. I parked and went inside, expecting a quick resolution.
The teller told me that she could see on her computer that my account was dinged for the cash withdrawal. But she also told me that the ATMs are managed by a third-party vendor, so they couldn’t do anything to help me there at the branch. In fact, they couldn’t even hang a sign on the ATM warning that it was unavailable—even though another customer had had a similar problem earlier that day.
Instead, I was forced to go home and call Chase to report the problem. After an hour on the phone, including endless robot obstructions and a couple of disconnections, I finally got the customer claims department, where I could report the issue and initiate a claim. A few days later, I received a credit for the erroneous ATM debit.
Meanwhile, I’ve also been a customer, occasional seller and big fan of eBay since 2001. Around the same time as my Chase problem, I was having an issue with an eBay seller. There was no tracking information on my order. The seller stopped responding to messages. And then came the big one: The seller was now showing as “no longer a registered user.”
Even though my purchase was only a few days late, I decided this stunk to high heaven and I wasn’t going to wait. Unlike with Chase, there was no need to call and speak to someone. I just clicked a button to report a problem with the transaction. I requested a refund and provided a brief explanation of the problem. Ebay immediately created my “case” and then emailed me that it had been decided in my favor—13 minutes later.