Possible Chase retention change


Miles to Memories reports an interesting potential change in Chase retention offers: in the past, calling and saying that you’d like to cancel or think you want to cancel unless there are any offers to keep the card would usually either get you straight to your offers and/or a retention specialist. Apparently Chase has now implemented a system in some cases in which an offer only populates when the phone agent moves forward with the process to cancel your account. I wouldn’t risk going to that step if I weren’t willing to cancel the card, but apparently you may get an offer in some cases. It would be unfortunate to see retention offers move in this direction.

There are still a number of recent Flyertalk data points indicating that retention offers are still working in the traditional way for some cardholders. That is to say that some have called and said that they are thinking of cancelling and want to know if there are any offers available to keep the account and some have been given the option for a statement credit in some amount.

However, the data point from Miles to Memories indicates that the reader asked if there were any offers and was told no, so he asked to go ahead and cancel the card. As the agent moved forward in the process to cancel, they said there was a pop-up offer for a statement credit.

I don’t think this is a case of the agent misleading the caller but rather perhaps a new system that Chase is testing to see how it affects retentions. It makes some sense that they may not want to offer anything until a cardholder has confirmed that they will indeed cancel (as opposed to bluffing). Still, paired with recent news of things tightening up on the business side, it looks like things are potentially getting a lot tougher all around.

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