A Pop Up That Works In Our Favor? The Chase Retention Pop Up

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Chase Pop-up

Chase Pop-up: Is This A New Retention Offer System?

In the miles and points world we have been conditioned to fear the pop-up. The term pop-up was given negative connotations by none other than American Express. It appears there is one pop-up we shouldn’t fear, one that actually works in our favor.  It is the Chase pop-up that some are getting when making a retention phone call.

Chase Pop-up
Chase Marriott Bonvoy Boundless

Chase Pop-up Offer Details

Reader John B. reached out to share his experience with us when he recently called Chase. He was calling about the Chase Bonvoy Boundless card for himself and his wife.  He was looking for some sort of retention offer or he was going to close them both. John figured it would be difficult to use the annual free night cert over the next 12 months and didn’t put much spend on the cards. Because of that it didn’t seem prudent to pay the annual fee.

The rep told him that their policy was to not waive credit card fees and there were no retention offers on his account. He said thanks for checking and to go ahead and process the closure of the card.

As the rep was going through the shut down process, he said “Oh wait, here’s a popup you might be interested in?” He said that if John kept the card they would issue a statement credit of $100 with no spending or other requirements.  The rep said the statement credit wouldn’t post for 60 days so John would have to pay the $95 renewal fee and later get the statement credit.

John accepted the offer knowing the credit would cover the annual fee plus some ($5 to the good).  He would have a chance to use the free night certificate too. This is a no risk high reward type of situation, just the way we like it.

John had the agent try the same thing with his wife’s card. Once again the offer came up only after the agent started the closure process.  There were no retention offers showing prior to starting the closure process.

The credit for both posted a few days later.

Final Thoughts

I thought this new Chase pop-up was interesting and it is nice to see one that actually works in our favor.  Has anyone else run across this as well?  It appears that you may still have a shot at a retention offer even when nothing is showing available on the account.

It does make it more difficult for people just looking for a retention offer and not actually considering cancelling their account.  Maybe that is why Chase is starting to set it up this way, to weed out the fakers?

Mark Ostermann
Mark Ostermann is a father, husband and miles/points fanatic. He left the corporate world after starting a family in order to be a stay at home dad. Mark is constantly looking at ways to save money and stay within budget while also taking awesome vacations with his family. When he isn't caring for his family or taking a weekend trip, Mark is working towards his goal of visiting every Major League Baseball ballpark.

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17 COMMENTS

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17 COMMENTS

  1. Thanks for the pointer. I tried twice with my old IHG card and got nothing. I had also called yesterday. I mentioned the whole “start the process thing” and the both reps said something like “of course I tried that.” So I think this is an open secret and likely how they normally check for offers. With that being said, offers on hotel cards are rare to begin with so YMMV!

  2. […] MtM shared a story where somebody asked for a retention offer, the representative stated that no offers were available. The cardholder then asked for the card to be cancelled and during the shut down process a pop up appeared letting the phone representative offer a $100 statement credit. The downside to this sort of change is that you have to actually be willing to cancel the card to check to see if you have any retention offers. […]

  3. […] 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. […]

  4. […] 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. […]

  5. Does this really work in our favor? Sound like they’re less likely to make offers (and know about offers) until the point of no return.

    I wonder if product changes may trigger the same pop-up.

    • I guess it depends on if it is really a change to the way they handle things going forward. If this is in addition to the normal retention offers it is a plus. If it is them trying to only give it to people that go all the way through closing a card then it is a negative overall. Only time will tell.

  6. Amex offered me $40 credit to keep a $600 Platinum card with benefits that are now basically unuseable. Said no thanks, and cancelled the card. Not sure why anybody would keep it now.

  7. I think your speculation might be on point. It certainly does seem to be designed to weed out fakers as it only showed at the last possible moment after someone might have said they would keep the card, but rather only showed once into the cancellation process, post-decision point. Clever of them indeed!

      • If this “popup” happens before they say “Do you authorize us to close the account” then can’t we continue saying that we want to close the account? Is it verified that the popup comes up before it’s too late to change your mind? Thanks

        • I would assume it would come right before that so I guess you could play the game and pull out at the last second.

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