Wednesday, August 17, 2022

An Open Letter to Chase bank

Dear Chase Bank Liars and Cheats,

Regarding my Southwest Airlines Rapid Rewards credit card, I dislike you greatly. Please don’t misunderstand, I like the card itself, just not you.

I applied for this airline miles card while booking our summer vacation flights to Washington, D.C., the place where you should be tried and convicted for fraud and probably also treason.

The offer you presented me was an immediate $200 statement credit, and then 30,000 bonus miles and a companion ticket after I spent $5000 on the card in the first three months. We have three teenage boys who eat everything inside a ten-foot radius of their bodies during all waking hours, so I figured no problem on the $5K.

I clicked yes to your offer, saw my $200 credit on the first bill, and bought $5000-worth of teenager fuel on the new card well before the three-months were up.

Then a funny thing happened. No miles and no companion ticket showed up. OK, I figured, you’re waiting for the three months to expire and maybe a little longer just to make sure I don’t return anything I bought, even though that would be physically impossible. Everything I bought was gone before I could even set it on the counter or put it in the fridge. Seriously, they come out to the car and eat the groceries right out of the bags. We’re raising wolves.

Anyhoo, months past the spending deadline, I dove into my Southwest miles account only to see that you had given me 10,000 miles about a month after I opened the card, and nothing else. Hmm… That’s 20,000 less than you said I was getting, and conspicuously lacking the promised companion ticket.

Here’s where my intense dislike of you begins. I grabbed my file folder and looked at the paperwork that showed up with the card. Nothing at all regarding the deal. I looked for an email from you. Nothing. I found your phone number and called you. After about a month of sweet hold music, your first customer service agent was useless. They had access to less information that I did. It was as if I’d called my neighbor for help.

We escalated to a manager, which required another few years of hold music and empty statements about service and gratitude and loyalty, only to be further disappointed. I know we’re all big on pronouns these days, but your managers are using them wrong. He kept saying “they” instead of “we” when referring to Chase Bank. I called Chase. Who the hell do you work for? Did that first guy just transfer me to his dad?

The end result was that dad put in a “formal request for investigation” to “them” (you), and I received a letter in the mail seven to ten business days later. It said the stupidest thing I’ve ever read, and keep in mind, I have proofread all my sons’ school essays since kindergarten.

We regret to inform you that the 30,000 points and Companion Pass offer has expired as of March 14, 2022 all request will be declined after that date regardless of date account was opened.  

Not only was the grammar in that sentence atrocious, but I opened the account on February 14, 2022. That’s a month before the offer expired. When I pointed out that fact to a different manager after another few decades of hold music, he was similarly powerless to change anything, even after I carefully walked him through the intricate calendar math. He was able to put in another formal request for investigation, but warned me ahead of time that “they” would probably just send me the same letter. Seven to ten business days later, he was proven right.

It was at this point that I decided to sue you. That fantastic dream was soon shredded when I Googled my situation, only to find hundreds of posts on various complaint-based sites detailing someone else’s tale of my exact experience with “them” (you).

Each story came with multiple comments of commiseration from similarly affected consumers, along with tips from trollishly helpful internet bystanders, like, “you should have taken screen shots,” and “you probably didn’t understand which offer you were actually applying for.” Whatever you’re paying those trolls, you should double it. They are exceedingly good at being the exact opposite of what “we” (us) need.

We obviously have the class, but we all know class action lawsuits are useless. You’ll pay out $100 million dollars, which you’ll just take out of your petty cash drawer, the lawyers will get $70 million, and each affected credit card holder will get $1.38.

No thanks.

I spent about three minutes Googling how to sue you in small claims court, but just reading about the process, let alone the process itself, was intolerable.   

So here I am. Mad at “them” (you). Disappointed in everyone involved. And ultimately, pissed off most by the math. I would love to take my little personal stand of decency and morality and ceremoniously shove your Rapid Rewards credit card into my shredder, but I won’t. That’s the part that makes me dislike you the most. The math works. It makes financial sense for me to keep this card, and I am ultimately, at my core, logical and practical.

I hate that.

So, I will keep using this credit card and getting Southwest milage points, but I just want you to know, I’m not happy about it. (I’m happy with the points. Just not you!)

Take that.




Copyright © 2022 Marc Schmatjen


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  1. Note that Capital One is buying add space on your website. I'm sure they are way more honest than Chase. Ha!

    1. Ha! One of them probably owns the other one!

  2. You’ve saved me from having that experience! We were just about apply for a deal like that with Southwest! Thank you! Ps - keep pushing on them!