BAD, BAD Customer Service. Buyer-Beware! I applied for the Southwest Chase card through an online offer. There was no confirmation # or anything to track it by, so when it didn't arrive by mail, I figured my online application must never have gone through & soon forgot about it. Fast forward several months...I receive a statement from Chase Southwest in the mail charging me a late fee on top of the annual fee unpaid on the card. I spoke with customer service letting them know I never received, nor activated this card and to please waive the fees. Two levels of management refused to do this, even though I emphasized that I never ACTIVATED the card, legally proving I never received it. With that, I requested they close the account & just open a new one, to which they responded that they'd have to charge me an additional annual fee to open a new card, on top of the annual fee & late fee on the never-activated card. I had explained that I was a long-time Chase customer, with a 5-year financial record with them, with 60 months of timely payments in-full on a $60,000 BMW I financed through their purchase program and not trying to 'pull the wool over their eyes or anything', I just NEVER received the card. They did not budge. Within 2 weeks, I received a letter with no explanation crediting my card for the annual fee and a new card by mail. Happily, I figured someone must have realized their error of there and this time, called to activate receipt of the card. I was told it had been closed by me!....and I'd have to start all over again with a new application on-line, and 'no', they couldn't have me apply by phone', even though I was already on the phone with them. This company will drive you insane!