December 9, 2023

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Chase Bank left its customers in limbo after its app crashed, leaving up to 1 million users without account access.

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An app-only banking provider has experienced a major outage since lunch yesterday, preventing customers from logging in.

Chase, which currently serves over a million banking customers in the UK, says it is “working around the clock to resolve the issue”.

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It is backed by US giant JP Morgan and has been aggressive with UK clients, raising £10bn in deposits within a year of its launch.

Countless and useless: Some Twitter users are complaining that because the Chase debit card has no number and is only visible through the app, they can’t even make online payments now.

The company is currently running an active promotional campaign as it tries to continue expanding its UK division, part of which boasts 56 million US customers.

The app shutdown lasted for about 24 hours, preventing customers from making payments or accessing funds.

Many angry customers took to Twitter to express their displeasure.

One Chase customer tweeted: “Something is going on with Chase Bank. Access to the online account is disabled. The application is not functional. And ATMs do not work, there is no way to withdraw cash.

Another feared that they would not be able to make payments due today and that this would lower their credit score.

Some customers also complain that they cannot even pay by card.

A Twitter user said: “I was confused at both the gas station and the supermarket because your app is currently down because it appears to be using my card!” May I know the expected time of arrival when this will be fixed?

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Another added: “My app is still not working and I can’t use my card for online payments.” I also can’t transfer money to a card that actually works. Now I need an estimated recovery time as I need access to my money today. I called support and they told me to wait 2 hours, which I did.”

Something went wrong?

While many banks often face IT gremlins and crises, new competitors don’t often fail. Many of the older banks have outdated IT systems that often cause problems.

The problem started yesterday around noon when Chase UK announced on its website that it was experiencing a problem with one of its systems, stating that users may have trouble logging in, making online card payments and card security checks. payments.

He also revealed that his support team may also be unable to answer specific questions about user accounts.

By the end of the day, he said he was still investigating the matter. He warned that the app might prompt users to use or reset their password.

The 8am update reads: “Please don’t do this if you see this message. Please try logging in later.”

For those who manage to log in, it is said that they may see some useless errors full of numbers and random letters.

As of 11:00 am, almost 24 hours after the first report of the problem, the problem has not been fixed.

Chase stated on its website, “Issues affecting our services are still pending. We know this is not what you expect from your bank and we apologize for the inconvenience.

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“We are very sorry for the ongoing issue with our service and our teams are working hard to identify and fix it. If you encounter errors, please try again in an hour.

“Direct debit, standing orders and payments with a date in the future are not affected by this issue.”

When This is Money was contacted by a Chase representative, he said, “We are aware that some of our customers are having issues signing into and using the Chase app.

“We apologize for the inconvenience caused and would like to assure them that we are working hard to restore all services.

“We update our website regularly to keep our customers updated. Services such as in-store card use, scheduled payments and direct debit are operating as normal.”

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