Apologies to Julian at FrequentMiler for swiping the name of his column, but I actually didn’t know this existed until I accidentally found it today.

Access secure chat by keeping the contact page open for a bit.

Secure chat is good for a lot of things, in particular confirming your eligibility for various offers or performing account maintenance without having to sit on the phone for a long time. Even if you’re someone who enjoys hold music (no, really; these people exist), having a paper trail is really useful in ensuring you get your promised benefits (this has saved me with both Citi and Bank of America).

Here’s how to get it to appear:

  1. Go to the ‘Contact Us’ page.
  2. If an agent is available, you’ll see a chat bubble.

    Contact page with secure chat option

    Contact page with secure chat option

  3. If not, you will see a blank space; this just means you’ll have to wait a bit until someone becomes available.

    Contact page without secure chat option

    Contact page without secure chat option

I haven’t yet had the need or opportunity to test what the agents can do, but if you have any experiences, let us know in the comments!


Skip to 11:36 to hear about the mysterious case of a man who likes hold music: