Chase: fraud or scam

Collect

• transaction details
• messages from the scammer
• police or FTC report number

Steps

1. Call the fraud line for the account type. Ask Chase to lock the card and stop pending payments.

   PhoneCredit card fraud, lost or stolen card, unauthorized use (personal and Sapphire cards) +1-800-955-9060 Account holder only

2. For checking, savings or debit card fraud, call personal banking and choose option 8.

   PhonePersonal banking customer service (checking, savings, debit cards) +1-800-935-9935 Account holder only

3. Forward suspicious emails that claim to be from Chase.

   EmailReport phishing emails that claim to be from Chase phishing@chase.com

4. Report the fraud to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if Chase does not act.

   RegulatorConsumer Financial Protection Bureau +1-855-411-2372

More contacts for this issue

Facts you can cite

• Limit

  For personal deposit accounts, if you report a lost or stolen card, PIN or code within two business days you can lose no more than $50; after that, up to $500 if Chase can prove it could have stopped the transactions.

  Source: chase.com, verified 2026-10-12

• Policy

  Chase announced on January 07, 2026 that it will become the new issuer of Apple Card, with a transition expected in approximately 24 months; Apple Card users can keep using the card as normal during the transition.

  Source: jpmorganchase.com, verified 2026-10-12

• Policy

  The Chase deposit account agreement (effective 6/14/2026) requires arbitration administered by the AAA, except that either side may use small claims court.

  Source: chase.com, verified 2026-10-12

• Deadline

  You can opt out of the deposit account arbitration agreement within sixty (60) days of opening the account, only by calling 1-800-935-9935.

  Source: chase.com, verified 2026-10-12

Rules in force

• Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)
  12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)

  For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.

  Source: consumerfinance.gov, verified 2026-10-12

  12 citable points

  • Limit

    If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to "the lesser of $50 or the amount of unauthorized transfers that occur before notice".

    Source: consumerfinance.gov, verified 2026-10-12

  • Limit

    If the consumer does not report within two business days after learning of the loss or theft, liability is "the lesser of $500 or the sum of" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.

    Source: consumerfinance.gov, verified 2026-10-12

  • Deadline

    An unauthorized transfer that appears on a periodic statement must be reported "within 60 days of the financial institution's transmittal of the statement" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.

    Source: consumerfinance.gov, verified 2026-10-12

  • Process

    Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.

    Source: consumerfinance.gov, verified 2026-10-12

  • Policy

    An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.

    Source: consumerfinance.gov, verified 2026-10-12

  • Policy

    Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.

    Source: consumerfinance.gov, verified 2026-10-12

  • Deadline

    The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.

    Source: consumerfinance.gov, verified 2026-10-12

  • Deadline

    The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.

    Source: consumerfinance.gov, verified 2026-10-12

  • Deadline

    Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.

    Source: consumerfinance.gov, verified 2026-10-12

  • Process

    If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.

    Source: consumerfinance.gov, verified 2026-10-12

  • Policy

    P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.

    Source: consumerfinance.gov, verified 2026-10-12

  • Process

    CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.

    Source: consumerfinance.gov, verified 2026-10-12

• Credit card unauthorized-use liability limit (Regulation Z)
  12 CFR 1026.12(b) (Regulation Z)

  A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.

  Source: consumerfinance.gov, verified 2026-10-12

  3 citable points

  • Limit

    Liability for unauthorized use "shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer".

    Source: consumerfinance.gov, verified 2026-10-12

  • Policy

    Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.

    Source: consumerfinance.gov, verified 2026-10-12

  • Process

    Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.

    Source: consumerfinance.gov, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneCredit card customer service +1-800-432-3117 Account holder only

2. Written complaint

   MailWritten billing-error notice (credit card) Customer Service, PO Box 15299, Wilmington, DE 19850-5299

   For card billing errors, send the written notice within 60 days. For other complaints use the complaints and feedback page.

3. Federal regulator

   RegulatorConsumer Financial Protection Bureau +1-855-411-2372

4. State agency

   Your state’s financial regulator. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

5. Arbitration

   The deposit account agreement requires AAA arbitration unless you opted out within 60 days of opening; small claims court is allowed.

Watch out

Related

• Fraud or scam at other companies
• How Chase complaints actually go (dossier, checked 2026-10-12)
• Banks and card issuers — how complaints work
• Chase: dispute with a merchant through the bank
• Chase: unauthorized charge
• Chase: fee reversal
• Chase: account frozen or closed
• Chase: billing error