Her response was simple: NO.
Actually I think that is pretty cool - honest with no equivocation and no platitudes.
Nothing would be accomplished by paying staff that do nothing but listen to whining about outsourcing from people that won't be assuaged by anything they say or do anyway. Nothing but increase the cost of service. They acknowledged receiving and registering the complaint and there was nothing else productive that could be done there and then.
Now if she had asked to talk to someone about the reward program and got the same response, that is a different matter but in this case all she wanted to do was unload on someone.
This isn't an essential service or one without alternatives. There is lots of competition in the marketplace. If she doesn't like the service from Chase then take her business elsewhere.
Decreasingly so. I had bad experiences with Chase 25 years ago in NYC and, in good economist fashion, took my custom elsewhere and told them why. I have now had two separate banks, with which I was quite happy, end up acquired by what has become JP Morgan Chase, and two loans made by other lenders end up being serviced by them. Every transition to Chase I have had has been botched in one way or another.
Every time I have had to deal with customer service in India, it's been a problem. And, one of the greatest problems is the lying - in one case, two separate Indian customer service representatives of a major software company told me they had resolved a problem and even gave me an 'order number'. When the problem wasn't resolved, and I finally got to a third level supervisor in the US, I found taht the 'order number' was a fake, and the Indian guy (and the supervisor in India) had just flat lied to me.
In part the problem is cultural (India is a country in which lying is endemic and they are not used to our expectations of a representative's ability and willingness to make problem-solving decisions as opposed to read a script), part of it is language (in my experience Indians simply cannot accept the fact that most Westerners cannot understand their English, are offended when we can't understand them, and become testy - I first encountered the problem in the '70s with Indian graduate student TAs), and part of it is simply a lack of knowledge (the cs reps really don't understand the services they're supposedly helping with)