Chase says online banking site running smoothly

By Tribune staff report
Posted Sep. 16, 2010 at 9:21 a.m.

JPMorgan Chase’s online banking system appeared to be up and running Thursday morning after a Monday night crash left customers with spotty or no Web access to their accounts for three days.

Chase said its online banking service is operating well today.

“By 5 or 6 o’clock yesterday, things were moving quickly again,” said Chase spokesman Tom Kelly.

Customers, who received little information about the outage this week, were greeted with an apology from nation’s second-largest bank, which has 16.5 million online customers.

“Please accept our apology for the difficulties that recently affected,” the bank said in an online message. “Giving you 24-hour access to your banking is of the utmost importance to us. This was not the level of service we know you expect.”

Chase reiterated its earlier promise to cover late fees incurred because of delayed online bill payments. The bank said payments scheduled for Sept. 13, 14 or 15 have been processed and that it is not necessary to reschedule these payments.

Some late-fee refunds will happen automatically if the affected payment was from a Chase account to another Chase account, such as from a checking account to a credit card account, Kelly said today.

In other cases, customers should call the bank or stop by a branch to get issues rectified, he said.

More information about the outage was disclosed Wednesday night, with the bank blaming the problems on a software glitch.

“A third-party database company’s software caused a corruption of systems information, disabling our ability to process customer log-ins to This resulted in a long recovery process,” Kelly said.

The issue has been resolved, Joe Evangelisti, a JPMorgan Chase spokesman, said Thursday morning.

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  1. lrn2postnubs Sep. 16, 2010 at 8:32 a.m.

    “A third-party database company’s software caused a corruption of systems information”

    That’s what you get for using Oracle!

  2. Lisa Sep. 16, 2010 at 8:48 a.m.

    I just now tried to log on and was unable to do so. The problems persist!

  3. Don Sep. 16, 2010 at 9:08 a.m.

    I get a kick out of how CHASE says its always somebody else that caused us problems. I was actually told, by a CHASE employee(at least she told me she was, and she had their logo on their clothes)that chase that they are not responsible for any ATM issues, since its not chase’s machines or software. Yet their name is all over those machines-go figure.

  4. Jeeper Sep. 16, 2010 at 9:15 a.m.

    “We will refund any late fees that you may have incurred as a result of our delay in processing your payment.”

    I wasn’t affected, but is Chase going to pay excess interest rates that other banks (as well as Chase) raise if your are late making your payment? I have a friend who had her Home Depot charge card interest rate raised from 21.99 to 25.99 for being late with her payment.

  5. Captain Bob Sep. 16, 2010 at 9:20 a.m.

    “A third-party database company’s software caused a corruption of systems information”

    Right – the software corrupted itself. I’m sure no user error was involved at all, and lack of backups and/or proper redundancy was not a contributing factor.

    My company is less than 1/100 the size of Chase and I can guarantee you that we would never have a database outage lasting that long no matter what the catastrophe. I hope heads are rolling for this.

  6. JC Sep. 16, 2010 at 9:33 a.m.

    @ lrn2postnubs: “That’s what you get for using Oracle!”

    Actually, that’s what you get for using a big bank like Chase. I dropped Chase and Citibank a few years ago in favor of my local bank and couldn’t be happier.

  7. The Real Truth Sep. 16, 2010 at 9:53 a.m.

    Why any person does any business with these large mega-banks is beyond me. Not only are they more to blame than ANY politician for the problems facing our nation, “customer service” is a completely foreign concept to them. And Chase, of all these bad banks that should be shut down, is among the absolute worst. Apparently all those fees they charge can’t even buy a stable online banking system.

    I’ve been banking online with my local community bank for YEARS, and I’ve never had a problem. I will never bank with a bad business like Chase.

  8. NotAHappyCustomer Sep. 16, 2010 at 9:59 a.m.

    I finally had a chance to check my account yesterday and there was four fraudulent charges pending that add up to $100; since then one has disappeared. If they go through they will be refunded in 24 hrs.

    I use to bank with a smaller bank, WAMU, obviously no longer. And arguably if you live in Chicago, Chase is your local bank.

  9. MDS Sep. 16, 2010 at 11:33 a.m.

    I opened an account with First Chicago, which then became Bank One, which is now Chase. I like banking with Chase. I can deposit checks through my iPhone, can find an ATM anywhere, and they are all over the country. I once had an ATM problem and Chase customer service fixed the problem and was very friendly. I think Chase is a great bank, and no, I do not work for them.

  10. eieio Sep. 16, 2010 at 12:52 pm

    When there is ultimately only one MEGA-BANK (with offshore IT operations) remaining and nowhere else left to bank, it won’t matter much if you are unhappy with being inconvenienced by a system outage.

  11. George Sep. 16, 2010 at 1:34 pm

    Chase Banks sucks….period.

  12. ChaseCustomer Sep. 16, 2010 at 1:58 pm

    It’s funny how Chase is saying that it was an issue with their login system yet this affects Chase’s ability to process Online Bill Payments? Seems like there is more to the issue than they are saying. I think they are just trying to save themselves from more bad publicity and potentially loosing more customers. It’s pretty obvious that if you are just honest and disclose the entire situation that people will just shrug their shoulders and go on but when you try to hide something people get upset and the drama and media coverage continues.. just look at how David Letterman handled his situation.. he took the drama out of it and approached it head on and who cared after a week? No one.. life goes on.

    I really have a hard time understanding how Chase is going to pay for people that inured interest on Credit Cards because their payments did not go through. Not that many people pay their balance in full each month but I for one do and will now have to pay American Express well over $100 in interest this period.

    I think a class action lawsuit is needed.

  13. Aron Sep. 17, 2010 at 4:55 a.m.


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