Has Chase stopped allowing product changes via secure message?

Dodging 5/24

In the past I’ve been able to product change from one Chase card to another entirely over secure messaging.  This is great for those of us who hate having to call and who hate having to listen to a long list of disclosures before the product change is finalized.  Sadly, when my wife and I tried to do product changes last week, they wouldn’t do it.

My wife got a cheerful no: “We will be happy to speak to you regarding a product
change.”

Thank you for contacting Chase regarding your Chase
Sapphire Preferred card ending in 7062. I will be happy
to review your account for you.

We will be happy to speak to you regarding a product
change. Please contact Customer Service at the number
listed on the back of your card so we can discuss the
options available.

And I got a straight up rejection: “We are unable to assist you with your inquiry by email.”

We know you have a choice in credit cards and we are
grateful you’ve chosen us for your financial needs.

We are unable to assist you with your inquiry by email.
Please contact Customer Service at the number listed on
the back of your card so we can discuss the options
available.

Both of us had Sapphire Preferred cards that we had never wanted (Chase automatically product changed our Fairmont credit cards to Sapphire Preferred cards last year).  And the first annual fee for each card had just come due.

I called and product changed to my third Freedom card.  My wife sent another secure message asking to simply cancel her card.  They completed that via secure message without hesitation.

It’s possible that secure message product changes can still be done.  Maybe we simply ran into a couple of Chase reps who didn’t feel empowered to make it happen.  I don’t know.  If you give it a try, please let us know whether or not it works for you.

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Greg is the owner, founder, and primary author of the Frequent Miler. He earns millions of points and miles each year, mostly without flying, and dedicates this blog to teaching others how to do the same.

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17 Comments on "Has Chase stopped allowing product changes via secure message?"

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Alex
Guest

Same experience here. Recently PC’d Ritz and CSR cards. Neither could be done via SM, had to call.

Boraxo
Guest

anything that discourages churners is ok by me.

Redet
Guest

You suck

Corridor
Guest

I SM about a month ago trying to PC my wife’s Freedom to FU and we got the same response.

Kate
Guest

You can have three? Somehow I thought that had changed?

carlh
Guest

Same exact thing happened to my wife’s card three weeks ago. We both received useless Sapphire Preferred cards when Fairmont was cancelled (we both already have the Sapphire Reserve). Two months ago I had no problem converting mine. Her’s was rejected by secure message with the same message you received.

abc
Guest

I did via secure message (3-4 weeks ago). Slate to Freedom Unlimited.

Rob
Guest

Same here. Have to call to change csp to cs tomorrow.

M
Guest

That happened to me too last month when I wanted to PC a sapphire preferred to a freedom. Had to call.

Trent
Guest

Chase has gone far beyond Amex but still Amex got egoistic arrogance and reps themselves clueless on product info

CaveDweller
Guest

Always be nice to Bankers they can put an end to ur trips in 2 seconds just like Amex did .Any trouble call back and make sure u do what no one does say ” Thank You ” and Please ..
CHEERs

Byron
Guest

I am lumping Chase and Amex pretty much together. Neither allows mortgage payments through Plastiq. Amex will not allow car payments either. Chase’s 5/24 is punitive, even with those of us with accounts and home loans with them.

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[…] Chase no longer allows product changes via secured message, you now have to call in as per Frequent Miler. Not a huge change, but will make a difference for those with these than enthusiastic […]

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[…] Chase no longer allows product changes via secured message, you now have to call in as per Frequent Miler. Not a huge change, but will make a difference for those with these than enthusiastic […]

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[…] Has Chase stopped allowing product changes via secure message? […]

AZTravelGuy
Guest

Just as simple to call, but oh this was the slowest speaking rep I’ve ever listened to as all the endless disclosures were read to me. Ugh.

Allen
Guest

If a card has annual fees, do they post right after upgrading a card such as the Chase Freedom to CSR? Also, if you product change back to the freedom after using the CSR benefits within 30 or 60 days do you get the full annual fee refunded, or is there a period of time where you can’t do another PC?