After several years of being a loyal customer I was shocked when I had a really poor customer experience. I was told by customer service that my annual fee of $69 would be waived if I kept the credit card. I kept the card but then was charged $69. When I called customer service again, I was told that I would have to pay or cancel the card. I ended up canceling the card and sending a message to the online secure message site explaining the situation. I was then told sometimes the annual fee is waived and sometimes it isn't. There should be consistency and if customer service makes a promise it should be upheld. Poor customer service from Chase! User's recommendation: Go to a place with better customer service!