45 minutes, 5 Chase reps, zero context: 'every transfer is an agent session with no memory'
hugobowne · x · 2026-09-15
Hugo Bowne-Anderson chronicles a Chase support saga: 45 minutes and at least 5 representatives, none of whom had any context — 'every transfer was like starting a fresh agent session with no memory.' Reps kept rediscovering that the OTP to his former US number wouldn't work, one transfer went to a new credit-card department, and after 45 minutes he was told to call back in 24 hours, with a logged failed authentication blocking other verification methods.
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