{"id":"chase","page":"https://escalate.alexgaoth.com/#/c/chase","html":"https://escalate.alexgaoth.com/c/chase/","generated":"2026-10-15","company":{"id":"chase","name":"Chase","aliases":["jpmorgan chase","jpmorgan chase bank","chase bank","jp morgan chase","chase sapphire","chase freedom"],"sector":"bank","parent":"JPMorgan Chase & Co.","website":"https://www.chase.com","account_url":"https://secure.chase.com/web/auth/dashboard","official_domains":["chase.com","jpmorganchase.com"],"security":{"never_asks":[{"kind":"policy","claim":"Chase says legitimate banks will never ask you to move money to resolve a fraud issue. If you are unsure, call Chase at the number on the back of your card.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Chase says banks, police and government agencies never run \"sting operations\" with customers or ask you to distrust bank employees.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers send \"Did you make this transaction?\" texts that claim to be from your bank and ask you to reply Yes or No about a purchase you did not make. Phony phone calls follow that tell you to move money to a \"new account\" the scammers created.","source":"https://www.chase.com/digital/resources/privacy-security/security/latest-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers make caller ID show \"Chase\", say they suspect fraud on your account, offer to connect you to a supervisor, and tell you to transfer your money to a new account to fix the problem.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers posing as Chase may say that someone at your local branch is involved in the fraud, so that you distrust branch employees and go to a different branch to move your money.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Chase","value":"phishing@chase.com","purposes":["fraud"],"source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"}]},"regulators":["cfpb","occ"],"notes":"JPMorgan Chase Bank, N.A. is a national bank (OCC). On 2026-01-07 Chase announced that it will become the issuer of Apple Card, replacing Goldman Sachs, in a transition expected to take about 24 months. Until the transition is complete, Apple Card is still issued by Goldman Sachs Bank USA (see goldman-sachs-marcus).","channels":[{"id":"card-services-phone","type":"phone","label":"Credit card customer service","value":"+1-800-432-3117","purposes":["billing_error","transaction_dispute","fee_reversal"],"access":"human_only","source":"https://www.chase.com/digital/customer-service","last_verified":"2026-10-12"},{"id":"banking-phone","type":"phone","label":"Personal banking customer service (checking, savings, debit cards)","value":"+1-800-935-9935","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"hours":"Fraud option: weekdays 8 AM to midnight ET, weekends 9 AM to 6 PM ET","access":"human_only","notes":"For fraud on checking, savings or debit cards, choose option 8.","source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"},{"id":"card-fraud-phone","type":"phone","label":"Credit card fraud, lost or stolen card, unauthorized use (personal and Sapphire cards)","value":"+1-800-955-9060","purposes":["fraud","unauthorized_charge"],"access":"human_only","notes":"Chase's report-fraud page says to choose option 2. Business cards use +1-800-704-0285.","source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"},{"id":"banking-fraud-outside-us","type":"phone","label":"Personal banking fraud, calling from outside the U.S.","value":"+1-713-262-3300","purposes":["fraud"],"access":"human_only","source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"},{"id":"dispute-online","type":"portal","label":"Dispute a credit card charge online","value":"https://www.chase.com/personal/credit-cards/dispute","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","notes":"Sign in, find the posted transaction, select the arrow next to it and follow the dispute steps.","source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"},{"id":"billing-rights-mail","type":"mail","label":"Written billing-error notice (credit card)","value":"Customer Service, PO Box 15299, Wilmington, DE 19850-5299","purposes":["billing_error","transaction_dispute"],"notes":"Chase's dispute instructions page gives this address \"to preserve your billing rights\". Check the billing rights section on the back of your statement for the address on your own account.","source":"https://www.chase.com/personal/credit-cards/dispute/instructions","last_verified":"2026-10-12"},{"id":"complaints-feedback","type":"web_form","label":"Complaints and feedback","value":"https://www.chase.com/digital/resources/complaints-feedback","purposes":["poor_service","fee_reversal","frozen_funds"],"access":"open","notes":"The page routes complaints to customer service and to an online feedback form. Chase does not publish an executive office address on it.","source":"https://www.chase.com/digital/resources/complaints-feedback","last_verified":"2026-10-12"},{"id":"phishing-email","type":"email","label":"Report phishing emails that claim to be from Chase","value":"phishing@chase.com","purposes":["fraud"],"source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"card-services-phone"},{"rung":"written_complaint","channel":"billing-rights-mail","note":"For card billing errors, send the written notice within 60 days. For other complaints use the complaints and feedback page."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"The deposit account agreement requires AAA arbitration unless you opted out within 60 days of opening; small claims court is allowed."}],"playbooks":[{"issue":"transaction_dispute","summary":"Contact the merchant first, then dispute the posted charge online within 60 days of the statement.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant (date","name","response)"],"steps":[{"do":"Check the merchant name and your past activity with that merchant in the account."},{"do":"Contact the merchant. Write down the date, the person you spoke with and the response."},{"do":"Wait until the charge posts. Pending charges cannot be disputed."},{"do":"Sign in, find the transaction, select the arrow and follow the dispute steps.","channel":"dispute-online"},{"do":"To keep your legal billing rights, also send a written notice to the billing rights address.","channel":"billing-rights-mail"},{"do":"If Chase does not resolve it, file a complaint with the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Chase says to submit a credit card dispute within 60 days of the transaction first appearing on your statement.","issues":["transaction_dispute","billing_error"],"source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"},{"kind":"process","claim":"A credit card charge must post before you can open a dispute. Pending charges generally post within 1 to 3 business days.","issues":["transaction_dispute"],"source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"},{"kind":"policy","claim":"While a credit card dispute is under investigation you do not have to pay the disputed amount or related interest and fees, but you must pay at least the minimum on the undisputed balance. Resolution can take up to 90 days.","issues":["transaction_dispute","billing_error"],"source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Call the fraud line for the card at once, then confirm the dispute online.","evidence":["statement with the charge","date you noticed it","card status (lost","stolen","still in hand)"],"steps":[{"do":"For a credit card, call the card fraud line and ask to close the card and dispute the charges.","channel":"card-fraud-phone"},{"do":"For a debit card or checking account, call personal banking and choose the fraud option.","channel":"banking-phone"},{"do":"If you call about a debit or electronic transfer error, send the details in writing within 10 business days if Chase asks for it."},{"do":"If Chase does not resolve it, file a complaint with the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"For personal deposit accounts, Chase must hear from you no later than 60 days after it sent the first statement on which the electronic transfer error appeared.","issues":["unauthorized_charge","fraud"],"source":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"For electronic transfer errors Chase decides within 10 business days, or takes up to 45 days and gives provisional credit within 10 business days. New accounts, point-of-sale and foreign transactions can take up to 90 days.","issues":["unauthorized_charge","fraud","transaction_dispute"],"source":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"Under Chase's Zero Liability Protection you are not liable for unauthorized card transactions if you notify Chase promptly. It does not apply if you delay reporting for more than 60 days (30 days for business accounts).","issues":["unauthorized_charge","fraud"],"source":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Report by phone at once, forward phishing emails, and follow the identity theft kit.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Call the fraud line for the account type. Ask Chase to lock the card and stop pending payments.","channel":"card-fraud-phone"},{"do":"For checking, savings or debit card fraud, call personal banking and choose option 8.","channel":"banking-phone"},{"do":"Forward suspicious emails that claim to be from Chase.","channel":"phishing-email"},{"do":"Report the fraud to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if Chase does not act.","regulator":"cfpb"}],"facts":[{"kind":"limit","claim":"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.","issues":["fraud","unauthorized_charge"],"source":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"}]},{"issue":"fee_reversal","summary":"Use the Overdraft Assist rules first. Most fees can be avoided by bringing the balance back within one business day.","evidence":["statement showing the fee","balance at end of the business day","deposit or transfer time"],"steps":[{"do":"Check whether the fee broke the Overdraft Assist rules ($50 threshold, $5 items, next-day deposit by 11 PM ET)."},{"do":"Call personal banking and ask for a refund of any fee charged against those rules, or a courtesy refund.","channel":"banking-phone"},{"do":"If refused, write through the complaints and feedback page, then complain to the CFPB.","channel":"complaints-feedback"}],"facts":[{"kind":"fee","claim":"Chase charges a $34 Overdraft Fee per transaction during nightly processing, beginning with the first transaction that overdraws the account by more than $50, with a maximum of 3 fees per business day (up to $102).","issues":["fee_reversal"],"source":"https://www.chase.com/personal/checking/overdraft-services/standard-overdraft-practice","last_verified":"2026-10-12"},{"kind":"policy","claim":"No overdraft fee applies to transactions of $5 or less, or if you bring the account to $50 or less overdrawn by the next business day; you have until 11 PM ET (8 PM PT) to deposit or transfer.","issues":["fee_reversal"],"source":"https://www.chase.com/personal/checking/overdraft-services/standard-overdraft-practice","last_verified":"2026-10-12"},{"kind":"policy","claim":"The standard overdraft practice does not apply to Chase High School Checking, Chase Secure Checking or Chase First Checking.","issues":["fee_reversal"],"source":"https://www.chase.com/personal/checking/overdraft-services/standard-overdraft-practice","last_verified":"2026-10-12"}]},{"issue":"frozen_funds","summary":"Chase may restrict an account or hold funds pending investigation, and may close it at any time; ask what is needed to release the funds.","evidence":["notices from Chase","balance when restricted","account agreement","proof of identity and ownership"],"steps":[{"do":"Call personal banking and ask why the account is restricted, what Chase needs from you, and when the funds will be released.","channel":"banking-phone"},{"do":"If Chase closes the account, ask in writing how and when the remaining balance will be returned.","channel":"complaints-feedback"},{"do":"If the funds are not released, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"The Chase deposit account agreement lets Chase decline, freeze, reverse or delay transactions, or remove funds from the account to hold them pending investigation, for example when the account is in a legal proceeding or ownership information conflicts.","issues":["frozen_funds"],"source":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Either you or Chase may close the account at any time without prior notice. Chase may send written notice and return the balance less fees, claims and set-offs if it is greater than $1.","issues":["frozen_funds"],"source":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Dispute online, and send a written billing-error notice to keep your legal rights.","evidence":["statement with the error","account number","amount","why it is wrong"],"steps":[{"do":"Start the dispute online.","channel":"dispute-online"},{"do":"Send a written notice with your name, account number, the amount and why you believe it is an error.","channel":"billing-rights-mail"},{"do":"If the error is not fixed, complain to the CFPB.","regulator":"cfpb"}]}],"facts":[{"kind":"policy","claim":"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":"https://www.jpmorganchase.com/newsroom/press-releases/2026/chase-to-become-new-issuer-of-apple-card","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Contact the merchant before disputing and record the date, the person and the response; Chase may ask for these details.","issues":["transaction_dispute"],"source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"}],"known_blockers":["Online disputes need sign-in to the Chase account.","Fraud and dispute phone lines verify the account holder by voice.","Chase does not publish an executive office address or a dedicated complaint mailing address on its complaints page."]},"playbooks":{"transaction_dispute":{"company":{"id":"chase","name":"Chase","sector":"bank","website":"https://www.chase.com","account_url":"https://secure.chase.com/web/auth/dashboard"},"issue":{"id":"transaction_dispute","name":"Dispute with a merchant through the bank"},"playbook_source":"company","summary":"Contact the merchant first, then dispute the posted charge online within 60 days of the statement.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant (date","name","response)"],"steps":[{"do":"Check the merchant name and your past activity with that merchant in the account."},{"do":"Contact the merchant. Write down the date, the person you spoke with and the response."},{"do":"Wait until the charge posts. Pending charges cannot be disputed."},{"do":"Sign in, find the transaction, select the arrow and follow the dispute steps.","channel":{"id":"dispute-online","type":"portal","label":"Dispute a credit card charge online","value":"https://www.chase.com/personal/credit-cards/dispute","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","notes":"Sign in, find the posted transaction, select the arrow next to it and follow the dispute steps.","source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"}},{"do":"To keep your legal billing rights, also send a written notice to the billing rights address.","channel":{"id":"billing-rights-mail","type":"mail","label":"Written billing-error notice (credit card)","value":"Customer Service, PO Box 15299, Wilmington, DE 19850-5299","purposes":["billing_error","transaction_dispute"],"notes":"Chase's dispute instructions page gives this address \"to preserve your billing rights\". Check the billing rights section on the back of your statement for the address on your own account.","source":"https://www.chase.com/personal/credit-cards/dispute/instructions","last_verified":"2026-10-12"}},{"do":"If Chase does not resolve it, file a complaint with the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"card-services-phone","type":"phone","label":"Credit card customer service","value":"+1-800-432-3117","purposes":["billing_error","transaction_dispute","fee_reversal"],"access":"human_only","source":"https://www.chase.com/digital/customer-service","last_verified":"2026-10-12"},{"id":"banking-phone","type":"phone","label":"Personal banking customer service (checking, savings, debit cards)","value":"+1-800-935-9935","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"hours":"Fraud option: weekdays 8 AM to midnight ET, weekends 9 AM to 6 PM ET","access":"human_only","notes":"For fraud on checking, savings or debit cards, choose option 8.","source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"},{"id":"dispute-online","type":"portal","label":"Dispute a credit card charge online","value":"https://www.chase.com/personal/credit-cards/dispute","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","notes":"Sign in, find the posted transaction, select the arrow next to it and follow the dispute steps.","source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"},{"id":"billing-rights-mail","type":"mail","label":"Written billing-error notice (credit card)","value":"Customer Service, PO Box 15299, Wilmington, DE 19850-5299","purposes":["billing_error","transaction_dispute"],"notes":"Chase's dispute instructions page gives this address \"to preserve your billing rights\". Check the billing rights section on the back of your statement for the address on your own account.","source":"https://www.chase.com/personal/credit-cards/dispute/instructions","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Chase says to submit a credit card dispute within 60 days of the transaction first appearing on your statement.","issues":["transaction_dispute","billing_error"],"source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"},{"kind":"process","claim":"A credit card charge must post before you can open a dispute. Pending charges generally post within 1 to 3 business days.","issues":["transaction_dispute"],"source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"},{"kind":"policy","claim":"While a credit card dispute is under investigation you do not have to pay the disputed amount or related interest and fees, but you must pay at least the minimum on the undisputed balance. Resolution can take up to 90 days.","issues":["transaction_dispute","billing_error"],"source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.jpmorganchase.com/newsroom/press-releases/2026/chase-to-become-new-issuer-of-apple-card","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"policy","claim":"Claims and defenses (12 CFR 1026.12(c)): when a merchant does not resolve a dispute about property or services bought with a credit card, the cardholder may assert against the card issuer all claims (other than tort claims) and defenses from the transaction, and may withhold payment up to the amount of credit outstanding for that purchase plus related charges. The issuer may not report that withheld amount as delinquent until the dispute is settled or judgment is rendered.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"Claims-and-defenses limits: the cardholder must first make a good faith attempt to resolve the dispute with the merchant, the purchase must exceed $50, and it must have occurred in the same state as the cardholder's current designated address or within 100 miles of it. The $50 and location limits do not apply when the merchant is the card issuer, is controlled by or controls the issuer, is a franchised dealer in the issuer's products, or got the order through a mail solicitation the issuer made or took part in.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[{"kind":"official","text":"Contact the merchant before disputing and record the date, the person and the response; Chase may ask for these details.","issues":["transaction_dispute"],"source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service","value":"+1-800-432-3117","purposes":["billing_error","transaction_dispute","fee_reversal"],"access":"human_only","source":"https://www.chase.com/digital/customer-service","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors, send the written notice within 60 days. For other complaints use the complaints and feedback page.","channel":{"id":"billing-rights-mail","type":"mail","label":"Written billing-error notice (credit card)","value":"Customer Service, PO Box 15299, Wilmington, DE 19850-5299","purposes":["billing_error","transaction_dispute"],"notes":"Chase's dispute instructions page gives this address \"to preserve your billing rights\". Check the billing rights section on the back of your statement for the address on your own account.","source":"https://www.chase.com/personal/credit-cards/dispute/instructions","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"The deposit account agreement requires AAA arbitration unless you opted out within 60 days of opening; small claims court is allowed."}],"known_blockers":["Online disputes need sign-in to the Chase account.","Fraud and dispute phone lines verify the account holder by voice.","Chase does not publish an executive office address or a dedicated complaint mailing address on its complaints page."],"security":{"official_domains":["chase.com","jpmorganchase.com"],"never_asks":[{"kind":"policy","claim":"Chase says legitimate banks will never ask you to move money to resolve a fraud issue. If you are unsure, call Chase at the number on the back of your card.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Chase says banks, police and government agencies never run \"sting operations\" with customers or ask you to distrust bank employees.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers send \"Did you make this transaction?\" texts that claim to be from your bank and ask you to reply Yes or No about a purchase you did not make. Phony phone calls follow that tell you to move money to a \"new account\" the scammers created.","source":"https://www.chase.com/digital/resources/privacy-security/security/latest-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers make caller ID show \"Chase\", say they suspect fraud on your account, offer to connect you to a supervisor, and tell you to transfer your money to a new account to fix the problem.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers posing as Chase may say that someone at your local branch is involved in the fraud, so that you distrust branch employees and go to a different branch to move your money.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Chase","value":"phishing@chase.com","purposes":["fraud"],"source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"B","primary_share":0.898,"sources":{"primary":44,"reference":1,"other":4},"verified_from":{"page":30},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 90% of 49 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"JPMorgan Chase Bank, N.A. is a national bank (OCC). On 2026-01-07 Chase announced that it will become the issuer of Apple Card, replacing Goldman Sachs, in a transition expected to take about 24 months. Until the transition is complete, Apple Card is still issued by Goldman Sachs Bank USA (see goldman-sachs-marcus).","warnings":[]},"unauthorized_charge":{"company":{"id":"chase","name":"Chase","sector":"bank","website":"https://www.chase.com","account_url":"https://secure.chase.com/web/auth/dashboard"},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Call the fraud line for the card at once, then confirm the dispute online.","evidence":["statement with the charge","date you noticed it","card status (lost","stolen","still in hand)"],"steps":[{"do":"For a credit card, call the card fraud line and ask to close the card and dispute the charges.","channel":{"id":"card-fraud-phone","type":"phone","label":"Credit card fraud, lost or stolen card, unauthorized use (personal and Sapphire cards)","value":"+1-800-955-9060","purposes":["fraud","unauthorized_charge"],"access":"human_only","notes":"Chase's report-fraud page says to choose option 2. Business cards use +1-800-704-0285.","source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"}},{"do":"For a debit card or checking account, call personal banking and choose the fraud option.","channel":{"id":"banking-phone","type":"phone","label":"Personal banking customer service (checking, savings, debit cards)","value":"+1-800-935-9935","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"hours":"Fraud option: weekdays 8 AM to midnight ET, weekends 9 AM to 6 PM ET","access":"human_only","notes":"For fraud on checking, savings or debit cards, choose option 8.","source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"}},{"do":"If you call about a debit or electronic transfer error, send the details in writing within 10 business days if Chase asks for it."},{"do":"If Chase does not resolve it, file a complaint with the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"banking-phone","type":"phone","label":"Personal banking customer service (checking, savings, debit cards)","value":"+1-800-935-9935","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"hours":"Fraud option: weekdays 8 AM to midnight ET, weekends 9 AM to 6 PM ET","access":"human_only","notes":"For fraud on checking, savings or debit cards, choose option 8.","source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"},{"id":"card-fraud-phone","type":"phone","label":"Credit card fraud, lost or stolen card, unauthorized use (personal and Sapphire cards)","value":"+1-800-955-9060","purposes":["fraud","unauthorized_charge"],"access":"human_only","notes":"Chase's report-fraud page says to choose option 2. Business cards use +1-800-704-0285.","source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"},{"id":"dispute-online","type":"portal","label":"Dispute a credit card charge online","value":"https://www.chase.com/personal/credit-cards/dispute","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","notes":"Sign in, find the posted transaction, select the arrow next to it and follow the dispute steps.","source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"For personal deposit accounts, Chase must hear from you no later than 60 days after it sent the first statement on which the electronic transfer error appeared.","issues":["unauthorized_charge","fraud"],"source":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"For electronic transfer errors Chase decides within 10 business days, or takes up to 45 days and gives provisional credit within 10 business days. New accounts, point-of-sale and foreign transactions can take up to 90 days.","issues":["unauthorized_charge","fraud","transaction_dispute"],"source":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"Under Chase's Zero Liability Protection you are not liable for unauthorized card transactions if you notify Chase promptly. It does not apply if you delay reporting for more than 60 days (30 days for business accounts).","issues":["unauthorized_charge","fraud"],"source":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.jpmorganchase.com/newsroom/press-releases/2026/chase-to-become-new-issuer-of-apple-card","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"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\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"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.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"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\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The issuer can hold the cardholder liable only if the card is an accepted card, the issuer gave adequate notice of the maximum potential liability and of how to report loss or theft, and the issuer provided a means to identify the cardholder or authorized user.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If state law or the cardholder agreement sets lower liability, \"the lesser liability shall govern\". When an issuer gives 10 or more cards to employees of one organization, the issuer and the organization may agree to different liability terms, but an employee can still be held liable only as this section permits.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service","value":"+1-800-432-3117","purposes":["billing_error","transaction_dispute","fee_reversal"],"access":"human_only","source":"https://www.chase.com/digital/customer-service","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors, send the written notice within 60 days. For other complaints use the complaints and feedback page.","channel":{"id":"billing-rights-mail","type":"mail","label":"Written billing-error notice (credit card)","value":"Customer Service, PO Box 15299, Wilmington, DE 19850-5299","purposes":["billing_error","transaction_dispute"],"notes":"Chase's dispute instructions page gives this address \"to preserve your billing rights\". Check the billing rights section on the back of your statement for the address on your own account.","source":"https://www.chase.com/personal/credit-cards/dispute/instructions","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"The deposit account agreement requires AAA arbitration unless you opted out within 60 days of opening; small claims court is allowed."}],"known_blockers":["Online disputes need sign-in to the Chase account.","Fraud and dispute phone lines verify the account holder by voice.","Chase does not publish an executive office address or a dedicated complaint mailing address on its complaints page."],"security":{"official_domains":["chase.com","jpmorganchase.com"],"never_asks":[{"kind":"policy","claim":"Chase says legitimate banks will never ask you to move money to resolve a fraud issue. If you are unsure, call Chase at the number on the back of your card.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Chase says banks, police and government agencies never run \"sting operations\" with customers or ask you to distrust bank employees.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers send \"Did you make this transaction?\" texts that claim to be from your bank and ask you to reply Yes or No about a purchase you did not make. Phony phone calls follow that tell you to move money to a \"new account\" the scammers created.","source":"https://www.chase.com/digital/resources/privacy-security/security/latest-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers make caller ID show \"Chase\", say they suspect fraud on your account, offer to connect you to a supervisor, and tell you to transfer your money to a new account to fix the problem.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers posing as Chase may say that someone at your local branch is involved in the fraud, so that you distrust branch employees and go to a different branch to move your money.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Chase","value":"phishing@chase.com","purposes":["fraud"],"source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"B","primary_share":0.898,"sources":{"primary":44,"reference":1,"other":4},"verified_from":{"page":30},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 90% of 49 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"JPMorgan Chase Bank, N.A. is a national bank (OCC). On 2026-01-07 Chase announced that it will become the issuer of Apple Card, replacing Goldman Sachs, in a transition expected to take about 24 months. Until the transition is complete, Apple Card is still issued by Goldman Sachs Bank USA (see goldman-sachs-marcus).","warnings":[]},"fraud":{"company":{"id":"chase","name":"Chase","sector":"bank","website":"https://www.chase.com","account_url":"https://secure.chase.com/web/auth/dashboard"},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Report by phone at once, forward phishing emails, and follow the identity theft kit.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Call the fraud line for the account type. Ask Chase to lock the card and stop pending payments.","channel":{"id":"card-fraud-phone","type":"phone","label":"Credit card fraud, lost or stolen card, unauthorized use (personal and Sapphire cards)","value":"+1-800-955-9060","purposes":["fraud","unauthorized_charge"],"access":"human_only","notes":"Chase's report-fraud page says to choose option 2. Business cards use +1-800-704-0285.","source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"}},{"do":"For checking, savings or debit card fraud, call personal banking and choose option 8.","channel":{"id":"banking-phone","type":"phone","label":"Personal banking customer service (checking, savings, debit cards)","value":"+1-800-935-9935","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"hours":"Fraud option: weekdays 8 AM to midnight ET, weekends 9 AM to 6 PM ET","access":"human_only","notes":"For fraud on checking, savings or debit cards, choose option 8.","source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"}},{"do":"Forward suspicious emails that claim to be from Chase.","channel":{"id":"phishing-email","type":"email","label":"Report phishing emails that claim to be from Chase","value":"phishing@chase.com","purposes":["fraud"],"source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"}},{"do":"Report the fraud to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if Chase does not act.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"banking-phone","type":"phone","label":"Personal banking customer service (checking, savings, debit cards)","value":"+1-800-935-9935","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"hours":"Fraud option: weekdays 8 AM to midnight ET, weekends 9 AM to 6 PM ET","access":"human_only","notes":"For fraud on checking, savings or debit cards, choose option 8.","source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"},{"id":"card-fraud-phone","type":"phone","label":"Credit card fraud, lost or stolen card, unauthorized use (personal and Sapphire cards)","value":"+1-800-955-9060","purposes":["fraud","unauthorized_charge"],"access":"human_only","notes":"Chase's report-fraud page says to choose option 2. Business cards use +1-800-704-0285.","source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"},{"id":"banking-fraud-outside-us","type":"phone","label":"Personal banking fraud, calling from outside the U.S.","value":"+1-713-262-3300","purposes":["fraud"],"access":"human_only","source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"},{"id":"phishing-email","type":"email","label":"Report phishing emails that claim to be from Chase","value":"phishing@chase.com","purposes":["fraud"],"source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"}],"facts":[{"kind":"limit","claim":"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.","issues":["fraud","unauthorized_charge"],"source":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.jpmorganchase.com/newsroom/press-releases/2026/chase-to-become-new-issuer-of-apple-card","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"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\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"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.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"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\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service","value":"+1-800-432-3117","purposes":["billing_error","transaction_dispute","fee_reversal"],"access":"human_only","source":"https://www.chase.com/digital/customer-service","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors, send the written notice within 60 days. For other complaints use the complaints and feedback page.","channel":{"id":"billing-rights-mail","type":"mail","label":"Written billing-error notice (credit card)","value":"Customer Service, PO Box 15299, Wilmington, DE 19850-5299","purposes":["billing_error","transaction_dispute"],"notes":"Chase's dispute instructions page gives this address \"to preserve your billing rights\". Check the billing rights section on the back of your statement for the address on your own account.","source":"https://www.chase.com/personal/credit-cards/dispute/instructions","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"The deposit account agreement requires AAA arbitration unless you opted out within 60 days of opening; small claims court is allowed."}],"known_blockers":["Online disputes need sign-in to the Chase account.","Fraud and dispute phone lines verify the account holder by voice.","Chase does not publish an executive office address or a dedicated complaint mailing address on its complaints page."],"security":{"official_domains":["chase.com","jpmorganchase.com"],"never_asks":[{"kind":"policy","claim":"Chase says legitimate banks will never ask you to move money to resolve a fraud issue. If you are unsure, call Chase at the number on the back of your card.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Chase says banks, police and government agencies never run \"sting operations\" with customers or ask you to distrust bank employees.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers send \"Did you make this transaction?\" texts that claim to be from your bank and ask you to reply Yes or No about a purchase you did not make. Phony phone calls follow that tell you to move money to a \"new account\" the scammers created.","source":"https://www.chase.com/digital/resources/privacy-security/security/latest-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers make caller ID show \"Chase\", say they suspect fraud on your account, offer to connect you to a supervisor, and tell you to transfer your money to a new account to fix the problem.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers posing as Chase may say that someone at your local branch is involved in the fraud, so that you distrust branch employees and go to a different branch to move your money.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Chase","value":"phishing@chase.com","purposes":["fraud"],"source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"B","primary_share":0.898,"sources":{"primary":44,"reference":1,"other":4},"verified_from":{"page":30},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 90% of 49 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"JPMorgan Chase Bank, N.A. is a national bank (OCC). On 2026-01-07 Chase announced that it will become the issuer of Apple Card, replacing Goldman Sachs, in a transition expected to take about 24 months. Until the transition is complete, Apple Card is still issued by Goldman Sachs Bank USA (see goldman-sachs-marcus).","warnings":[]},"fee_reversal":{"company":{"id":"chase","name":"Chase","sector":"bank","website":"https://www.chase.com","account_url":"https://secure.chase.com/web/auth/dashboard"},"issue":{"id":"fee_reversal","name":"Fee reversal"},"playbook_source":"company","summary":"Use the Overdraft Assist rules first. Most fees can be avoided by bringing the balance back within one business day.","evidence":["statement showing the fee","balance at end of the business day","deposit or transfer time"],"steps":[{"do":"Check whether the fee broke the Overdraft Assist rules ($50 threshold, $5 items, next-day deposit by 11 PM ET)."},{"do":"Call personal banking and ask for a refund of any fee charged against those rules, or a courtesy refund.","channel":{"id":"banking-phone","type":"phone","label":"Personal banking customer service (checking, savings, debit cards)","value":"+1-800-935-9935","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"hours":"Fraud option: weekdays 8 AM to midnight ET, weekends 9 AM to 6 PM ET","access":"human_only","notes":"For fraud on checking, savings or debit cards, choose option 8.","source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"}},{"do":"If refused, write through the complaints and feedback page, then complain to the CFPB.","channel":{"id":"complaints-feedback","type":"web_form","label":"Complaints and feedback","value":"https://www.chase.com/digital/resources/complaints-feedback","purposes":["poor_service","fee_reversal","frozen_funds"],"access":"open","notes":"The page routes complaints to customer service and to an online feedback form. Chase does not publish an executive office address on it.","source":"https://www.chase.com/digital/resources/complaints-feedback","last_verified":"2026-10-12"}}],"channels":[{"id":"card-services-phone","type":"phone","label":"Credit card customer service","value":"+1-800-432-3117","purposes":["billing_error","transaction_dispute","fee_reversal"],"access":"human_only","source":"https://www.chase.com/digital/customer-service","last_verified":"2026-10-12"},{"id":"banking-phone","type":"phone","label":"Personal banking customer service (checking, savings, debit cards)","value":"+1-800-935-9935","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"hours":"Fraud option: weekdays 8 AM to midnight ET, weekends 9 AM to 6 PM ET","access":"human_only","notes":"For fraud on checking, savings or debit cards, choose option 8.","source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"},{"id":"complaints-feedback","type":"web_form","label":"Complaints and feedback","value":"https://www.chase.com/digital/resources/complaints-feedback","purposes":["poor_service","fee_reversal","frozen_funds"],"access":"open","notes":"The page routes complaints to customer service and to an online feedback form. Chase does not publish an executive office address on it.","source":"https://www.chase.com/digital/resources/complaints-feedback","last_verified":"2026-10-12"}],"facts":[{"kind":"fee","claim":"Chase charges a $34 Overdraft Fee per transaction during nightly processing, beginning with the first transaction that overdraws the account by more than $50, with a maximum of 3 fees per business day (up to $102).","issues":["fee_reversal"],"source":"https://www.chase.com/personal/checking/overdraft-services/standard-overdraft-practice","last_verified":"2026-10-12"},{"kind":"policy","claim":"No overdraft fee applies to transactions of $5 or less, or if you bring the account to $50 or less overdrawn by the next business day; you have until 11 PM ET (8 PM PT) to deposit or transfer.","issues":["fee_reversal"],"source":"https://www.chase.com/personal/checking/overdraft-services/standard-overdraft-practice","last_verified":"2026-10-12"},{"kind":"policy","claim":"The standard overdraft practice does not apply to Chase High School Checking, Chase Secure Checking or Chase First Checking.","issues":["fee_reversal"],"source":"https://www.chase.com/personal/checking/overdraft-services/standard-overdraft-practice","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.jpmorganchase.com/newsroom/press-releases/2026/chase-to-become-new-issuer-of-apple-card","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[{"id":"cfpb-late-fee-rule","title":"CFPB Credit Card Penalty Fees Rule ($8 late fee safe harbor, 2024)","citation":"89 FR 19128 (March 15, 2024) (Regulation Z, 12 CFR 1026.52(b))","jurisdiction":"us-federal","status":"vacated","summary":"The CFPB's 2024 rule would have set an $8 late fee safe harbor for card issuers that, with their affiliates, have one million or more open credit card accounts. It never took effect: a court stayed it in 2024 and vacated it on April 15, 2025. Do not cite an $8 late fee cap.","source":"https://www.consumerfinance.gov/rules-policy/final-rules/credit-card-penalty-fees-final-rule/","last_verified":"2026-10-12","status_note":"Stayed by the N.D. Texas court in May 2024 (Chamber of Commerce v. CFPB, No. 4:24-cv-00213) and vacated by that court on April 15, 2025 at the CFPB's request after a settlement. The CFPB rule page (last modified June 3, 2024) still says only \"stayed\"; the vacatur date comes from an April 15, 2025 American Bankers Association report, a plaintiff in the case. The current Regulation Z text has no $8 safe harbor.","do_not_cite":"This rule is not in force. Do not cite it as current law."},{"id":"cfpb-overdraft-rule","title":"CFPB Overdraft Lending Rule for Very Large Financial Institutions (2024)","citation":"89 FR 106768 (December 30, 2024); disapproved by Pub. L. 119-10 (S.J. Res. 18)","jurisdiction":"us-federal","status":"repealed","summary":"The CFPB's December 2024 overdraft rule for very large financial institutions (scheduled effective October 1, 2025) was disapproved by Congress under the Congressional Review Act on May 9, 2025 and has no force or effect. Do not cite it. The older Regulation E opt-in rule for ATM and one-time debit card overdraft fees remains in force.","source":"https://www.govinfo.gov/content/pkg/PLAW-119publ10/html/PLAW-119publ10.htm","last_verified":"2026-10-12","status_note":"Not a court vacatur: Congress disapproved the rule under the Congressional Review Act (Pub. L. 119-10, May 9, 2025), so it never took effect and \"shall have no force or effect\". The CFPB rule page (last modified July 2, 2025) still lists it as a final rule with no status note. What remains in force: the Regulation E overdraft opt-in rule (12 CFR 1005.17) and the account agreement.","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service","value":"+1-800-432-3117","purposes":["billing_error","transaction_dispute","fee_reversal"],"access":"human_only","source":"https://www.chase.com/digital/customer-service","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors, send the written notice within 60 days. For other complaints use the complaints and feedback page.","channel":{"id":"billing-rights-mail","type":"mail","label":"Written billing-error notice (credit card)","value":"Customer Service, PO Box 15299, Wilmington, DE 19850-5299","purposes":["billing_error","transaction_dispute"],"notes":"Chase's dispute instructions page gives this address \"to preserve your billing rights\". Check the billing rights section on the back of your statement for the address on your own account.","source":"https://www.chase.com/personal/credit-cards/dispute/instructions","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"The deposit account agreement requires AAA arbitration unless you opted out within 60 days of opening; small claims court is allowed."}],"known_blockers":["Online disputes need sign-in to the Chase account.","Fraud and dispute phone lines verify the account holder by voice.","Chase does not publish an executive office address or a dedicated complaint mailing address on its complaints page."],"security":{"official_domains":["chase.com","jpmorganchase.com"],"never_asks":[{"kind":"policy","claim":"Chase says legitimate banks will never ask you to move money to resolve a fraud issue. If you are unsure, call Chase at the number on the back of your card.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Chase says banks, police and government agencies never run \"sting operations\" with customers or ask you to distrust bank employees.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers send \"Did you make this transaction?\" texts that claim to be from your bank and ask you to reply Yes or No about a purchase you did not make. Phony phone calls follow that tell you to move money to a \"new account\" the scammers created.","source":"https://www.chase.com/digital/resources/privacy-security/security/latest-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers make caller ID show \"Chase\", say they suspect fraud on your account, offer to connect you to a supervisor, and tell you to transfer your money to a new account to fix the problem.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers posing as Chase may say that someone at your local branch is involved in the fraud, so that you distrust branch employees and go to a different branch to move your money.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Chase","value":"phishing@chase.com","purposes":["fraud"],"source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"B","primary_share":0.898,"sources":{"primary":44,"reference":1,"other":4},"verified_from":{"page":30},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 90% of 49 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"JPMorgan Chase Bank, N.A. is a national bank (OCC). On 2026-01-07 Chase announced that it will become the issuer of Apple Card, replacing Goldman Sachs, in a transition expected to take about 24 months. Until the transition is complete, Apple Card is still issued by Goldman Sachs Bank USA (see goldman-sachs-marcus).","warnings":[]},"frozen_funds":{"company":{"id":"chase","name":"Chase","sector":"bank","website":"https://www.chase.com","account_url":"https://secure.chase.com/web/auth/dashboard"},"issue":{"id":"frozen_funds","name":"Account frozen or closed"},"playbook_source":"company","summary":"Chase may restrict an account or hold funds pending investigation, and may close it at any time; ask what is needed to release the funds.","evidence":["notices from Chase","balance when restricted","account agreement","proof of identity and ownership"],"steps":[{"do":"Call personal banking and ask why the account is restricted, what Chase needs from you, and when the funds will be released.","channel":{"id":"banking-phone","type":"phone","label":"Personal banking customer service (checking, savings, debit cards)","value":"+1-800-935-9935","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"hours":"Fraud option: weekdays 8 AM to midnight ET, weekends 9 AM to 6 PM ET","access":"human_only","notes":"For fraud on checking, savings or debit cards, choose option 8.","source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"}},{"do":"If Chase closes the account, ask in writing how and when the remaining balance will be returned.","channel":{"id":"complaints-feedback","type":"web_form","label":"Complaints and feedback","value":"https://www.chase.com/digital/resources/complaints-feedback","purposes":["poor_service","fee_reversal","frozen_funds"],"access":"open","notes":"The page routes complaints to customer service and to an online feedback form. Chase does not publish an executive office address on it.","source":"https://www.chase.com/digital/resources/complaints-feedback","last_verified":"2026-10-12"}},{"do":"If the funds are not released, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"banking-phone","type":"phone","label":"Personal banking customer service (checking, savings, debit cards)","value":"+1-800-935-9935","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"hours":"Fraud option: weekdays 8 AM to midnight ET, weekends 9 AM to 6 PM ET","access":"human_only","notes":"For fraud on checking, savings or debit cards, choose option 8.","source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"},{"id":"complaints-feedback","type":"web_form","label":"Complaints and feedback","value":"https://www.chase.com/digital/resources/complaints-feedback","purposes":["poor_service","fee_reversal","frozen_funds"],"access":"open","notes":"The page routes complaints to customer service and to an online feedback form. Chase does not publish an executive office address on it.","source":"https://www.chase.com/digital/resources/complaints-feedback","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"The Chase deposit account agreement lets Chase decline, freeze, reverse or delay transactions, or remove funds from the account to hold them pending investigation, for example when the account is in a legal proceeding or ownership information conflicts.","issues":["frozen_funds"],"source":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Either you or Chase may close the account at any time without prior notice. Chase may send written notice and return the balance less fees, claims and set-offs if it is greater than $1.","issues":["frozen_funds"],"source":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.jpmorganchase.com/newsroom/press-releases/2026/chase-to-become-new-issuer-of-apple-card","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service","value":"+1-800-432-3117","purposes":["billing_error","transaction_dispute","fee_reversal"],"access":"human_only","source":"https://www.chase.com/digital/customer-service","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors, send the written notice within 60 days. For other complaints use the complaints and feedback page.","channel":{"id":"billing-rights-mail","type":"mail","label":"Written billing-error notice (credit card)","value":"Customer Service, PO Box 15299, Wilmington, DE 19850-5299","purposes":["billing_error","transaction_dispute"],"notes":"Chase's dispute instructions page gives this address \"to preserve your billing rights\". Check the billing rights section on the back of your statement for the address on your own account.","source":"https://www.chase.com/personal/credit-cards/dispute/instructions","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"The deposit account agreement requires AAA arbitration unless you opted out within 60 days of opening; small claims court is allowed."}],"known_blockers":["Online disputes need sign-in to the Chase account.","Fraud and dispute phone lines verify the account holder by voice.","Chase does not publish an executive office address or a dedicated complaint mailing address on its complaints page."],"security":{"official_domains":["chase.com","jpmorganchase.com"],"never_asks":[{"kind":"policy","claim":"Chase says legitimate banks will never ask you to move money to resolve a fraud issue. If you are unsure, call Chase at the number on the back of your card.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Chase says banks, police and government agencies never run \"sting operations\" with customers or ask you to distrust bank employees.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers send \"Did you make this transaction?\" texts that claim to be from your bank and ask you to reply Yes or No about a purchase you did not make. Phony phone calls follow that tell you to move money to a \"new account\" the scammers created.","source":"https://www.chase.com/digital/resources/privacy-security/security/latest-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers make caller ID show \"Chase\", say they suspect fraud on your account, offer to connect you to a supervisor, and tell you to transfer your money to a new account to fix the problem.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers posing as Chase may say that someone at your local branch is involved in the fraud, so that you distrust branch employees and go to a different branch to move your money.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Chase","value":"phishing@chase.com","purposes":["fraud"],"source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"B","primary_share":0.898,"sources":{"primary":44,"reference":1,"other":4},"verified_from":{"page":30},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 90% of 49 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"JPMorgan Chase Bank, N.A. is a national bank (OCC). On 2026-01-07 Chase announced that it will become the issuer of Apple Card, replacing Goldman Sachs, in a transition expected to take about 24 months. Until the transition is complete, Apple Card is still issued by Goldman Sachs Bank USA (see goldman-sachs-marcus).","warnings":[]},"billing_error":{"company":{"id":"chase","name":"Chase","sector":"bank","website":"https://www.chase.com","account_url":"https://secure.chase.com/web/auth/dashboard"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute online, and send a written billing-error notice to keep your legal rights.","evidence":["statement with the error","account number","amount","why it is wrong"],"steps":[{"do":"Start the dispute online.","channel":{"id":"dispute-online","type":"portal","label":"Dispute a credit card charge online","value":"https://www.chase.com/personal/credit-cards/dispute","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","notes":"Sign in, find the posted transaction, select the arrow next to it and follow the dispute steps.","source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"}},{"do":"Send a written notice with your name, account number, the amount and why you believe it is an error.","channel":{"id":"billing-rights-mail","type":"mail","label":"Written billing-error notice (credit card)","value":"Customer Service, PO Box 15299, Wilmington, DE 19850-5299","purposes":["billing_error","transaction_dispute"],"notes":"Chase's dispute instructions page gives this address \"to preserve your billing rights\". Check the billing rights section on the back of your statement for the address on your own account.","source":"https://www.chase.com/personal/credit-cards/dispute/instructions","last_verified":"2026-10-12"}},{"do":"If the error is not fixed, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"card-services-phone","type":"phone","label":"Credit card customer service","value":"+1-800-432-3117","purposes":["billing_error","transaction_dispute","fee_reversal"],"access":"human_only","source":"https://www.chase.com/digital/customer-service","last_verified":"2026-10-12"},{"id":"dispute-online","type":"portal","label":"Dispute a credit card charge online","value":"https://www.chase.com/personal/credit-cards/dispute","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","notes":"Sign in, find the posted transaction, select the arrow next to it and follow the dispute steps.","source":"https://www.chase.com/personal/credit-cards/dispute","last_verified":"2026-10-12"},{"id":"billing-rights-mail","type":"mail","label":"Written billing-error notice (credit card)","value":"Customer Service, PO Box 15299, Wilmington, DE 19850-5299","purposes":["billing_error","transaction_dispute"],"notes":"Chase's dispute instructions page gives this address \"to preserve your billing rights\". Check the billing rights section on the back of your statement for the address on your own account.","source":"https://www.chase.com/personal/credit-cards/dispute/instructions","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"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":"https://www.jpmorganchase.com/newsroom/press-releases/2026/chase-to-become-new-issuer-of-apple-card","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://www.chase.com/content/dam/chase-ux/documents/personal/checking/deposit-account-agreement.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"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.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The billing error notice must be written and must be received by the creditor at the address it discloses for billing errors \"no later than 60 days after the creditor transmitted the first periodic statement that reflects the alleged billing error\". The rule defines the notice as a written notice, so a phone call alone does not start these rights.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"process","claim":"The notice must let the creditor identify the consumer's name and account number and, to the extent possible, state the consumer's belief and reasons that a billing error exists, and the type, date and amount of the error.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The creditor must send written acknowledgment within 30 days of receiving the notice (unless it resolves the dispute within those 30 days), and must resolve the dispute \"within 2 complete billing cycles (but in no event later than 90 days)\" after receiving the notice.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until the dispute is resolved, the consumer need not pay, and the creditor may not try to collect, the disputed amount and related finance or other charges. The creditor may not report the disputed amount as delinquent or threaten an adverse credit report because it is unpaid.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If the consumer pays the card by automatic deduction from a deposit account at the card issuer, the issuer may not deduct the disputed amount if the billing error notice arrives up to 3 business days before the scheduled payment date.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A creditor may not accelerate the debt or restrict or close the account solely because the consumer exercised billing-error rights in good faith.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"process","claim":"If there was an error, the creditor must correct it, credit the disputed amount and related charges, and send a correction notice. If it finds no error, it must send a written explanation and, on request, copies of documentary evidence of the debt.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service","value":"+1-800-432-3117","purposes":["billing_error","transaction_dispute","fee_reversal"],"access":"human_only","source":"https://www.chase.com/digital/customer-service","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors, send the written notice within 60 days. For other complaints use the complaints and feedback page.","channel":{"id":"billing-rights-mail","type":"mail","label":"Written billing-error notice (credit card)","value":"Customer Service, PO Box 15299, Wilmington, DE 19850-5299","purposes":["billing_error","transaction_dispute"],"notes":"Chase's dispute instructions page gives this address \"to preserve your billing rights\". Check the billing rights section on the back of your statement for the address on your own account.","source":"https://www.chase.com/personal/credit-cards/dispute/instructions","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"The deposit account agreement requires AAA arbitration unless you opted out within 60 days of opening; small claims court is allowed."}],"known_blockers":["Online disputes need sign-in to the Chase account.","Fraud and dispute phone lines verify the account holder by voice.","Chase does not publish an executive office address or a dedicated complaint mailing address on its complaints page."],"security":{"official_domains":["chase.com","jpmorganchase.com"],"never_asks":[{"kind":"policy","claim":"Chase says legitimate banks will never ask you to move money to resolve a fraud issue. If you are unsure, call Chase at the number on the back of your card.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Chase says banks, police and government agencies never run \"sting operations\" with customers or ask you to distrust bank employees.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers send \"Did you make this transaction?\" texts that claim to be from your bank and ask you to reply Yes or No about a purchase you did not make. Phony phone calls follow that tell you to move money to a \"new account\" the scammers created.","source":"https://www.chase.com/digital/resources/privacy-security/security/latest-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers make caller ID show \"Chase\", say they suspect fraud on your account, offer to connect you to a supervisor, and tell you to transfer your money to a new account to fix the problem.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers posing as Chase may say that someone at your local branch is involved in the fraud, so that you distrust branch employees and go to a different branch to move your money.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Chase","value":"phishing@chase.com","purposes":["fraud"],"source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"B","primary_share":0.898,"sources":{"primary":44,"reference":1,"other":4},"verified_from":{"page":30},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 90% of 49 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"JPMorgan Chase Bank, N.A. is a national bank (OCC). On 2026-01-07 Chase announced that it will become the issuer of Apple Card, replacing Goldman Sachs, in a transition expected to take about 24 months. Until the transition is complete, Apple Card is still issued by Goldman Sachs Bank USA (see goldman-sachs-marcus).","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service","value":"+1-800-432-3117","purposes":["billing_error","transaction_dispute","fee_reversal"],"access":"human_only","source":"https://www.chase.com/digital/customer-service","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors, send the written notice within 60 days. For other complaints use the complaints and feedback page.","channel":{"id":"billing-rights-mail","type":"mail","label":"Written billing-error notice (credit card)","value":"Customer Service, PO Box 15299, Wilmington, DE 19850-5299","purposes":["billing_error","transaction_dispute"],"notes":"Chase's dispute instructions page gives this address \"to preserve your billing rights\". Check the billing rights section on the back of your statement for the address on your own account.","source":"https://www.chase.com/personal/credit-cards/dispute/instructions","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"The deposit account agreement requires AAA arbitration unless you opted out within 60 days of opening; small claims court is allowed."}],"security":{"official_domains":["chase.com","jpmorganchase.com"],"never_asks":[{"kind":"policy","claim":"Chase says legitimate banks will never ask you to move money to resolve a fraud issue. If you are unsure, call Chase at the number on the back of your card.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Chase says banks, police and government agencies never run \"sting operations\" with customers or ask you to distrust bank employees.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers send \"Did you make this transaction?\" texts that claim to be from your bank and ask you to reply Yes or No about a purchase you did not make. Phony phone calls follow that tell you to move money to a \"new account\" the scammers created.","source":"https://www.chase.com/digital/resources/privacy-security/security/latest-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers make caller ID show \"Chase\", say they suspect fraud on your account, offer to connect you to a supervisor, and tell you to transfer your money to a new account to fix the problem.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers posing as Chase may say that someone at your local branch is involved in the fraud, so that you distrust branch employees and go to a different branch to move your money.","source":"https://www.chase.com/digital/resources/privacy-security/security/how-to-spot-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Chase","value":"phishing@chase.com","purposes":["fraud"],"source":"https://www.chase.com/digital/resources/privacy-security/security/report-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"B","primary_share":0.898,"sources":{"primary":44,"reference":1,"other":4},"verified_from":{"page":30},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 90% of 49 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Chase — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/chase.md","markdown":"## In short\n\nFor a credit card problem, open the dispute online after the charge posts and also send a written billing-error notice; for debit card, Zelle or checking fraud, call the fraud line at once. If Chase does not fix it, a CFPB complaint gets a written answer, and Chase answered every CFPB complaint on time in the 12 months to June 2026, but closed 86% of them with an explanation only. Chase is a national bank, so the OCC is the next rung. Since March 2025 Chase may block Zelle payments to people met on social media.\n\n## How complaints actually go\n\n- Chase's complaints page sends you to customer service or a feedback survey. It does not give a complaint address, an executive office or a response time. [Chase complaints and feedback](https://www.chase.com/digital/resources/complaints-feedback)\n- A CFPB complaint goes to Chase for a response, generally within 15 days; a response after 15 days (or after 60 days if Chase asks for more time) is recorded as not timely. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- JPMorgan Chase Bank, N.A. is supervised by the OCC. The OCC asks you to try the bank first; it cannot act as your lawyer, get involved in matters that are in litigation, or seek monetary compensation for you. For an account closed for political or religious beliefs or lawful business activity, the OCC asks you to cite Executive Order 14331. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html)\n- Chase may ask about the purpose of a Zelle payment and how you met the recipient, and may decline payments or restrict Zelle if you do not answer truthfully. Answer these questions accurately when you make a scam claim. [BleepingComputer, February 17, 2025](https://bleepingcomputer.com/news/security/chase-will-soon-block-zelle-payments-to-sellers-on-social-media)\n\n## What tends to work\n\n- Escalate to the CFPB with dates, amounts and Chase's earlier answers. In the 12 months to June 2026, 3,750 of 26,706 Chase complaints (14.0%) closed with monetary or non-monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=JPMORGAN%20CHASE%20%26%20CO.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- For Zelle scam losses, a state attorney general complaint is another route. The New York Attorney General sued Zelle's operator, Early Warning Services (owned by banks including JPMorgan Chase), on August 13, 2025, and asks for restitution for New Yorkers who lost money to scams. [NY Attorney General, August 13, 2025](https://ag.ny.gov/press-release/2025/attorney-general-james-sues-company-behind-zelle-enabling-widespread-fraud)\n- If Chase does not answer or you disagree with its written answer, file with the OCC through HelpWithMyBank; the OCC also has an appeal step. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html)\n\n## Traps and fine print\n\n- Provisional credit is not final. If Chase finds no error on a debit or electronic transfer claim, it can take the credit back after it tells you the date and amount; it must honor your checks and payments to third parties for five business days after that notice. [CFPB: Regulation E 1005.11](https://www.consumerfinance.gov/rules-policy/regulations/1005/11/)\n- If Chase decides a credit card charge was not a billing error, you owe the amount and the interest and fees that built up during the dispute. You get at least 10 days to pay before Chase can report it as late. [CFPB: Regulation Z 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- Since March 23, 2025, Chase can delay, decline or block Zelle payments it identifies as coming from contact on social media. Its Zelle terms say Zelle should not be used to buy from sellers, including on social media. [BleepingComputer, February 17, 2025](https://bleepingcomputer.com/news/security/chase-will-soon-block-zelle-payments-to-sellers-on-social-media)\n- The CFPB's lawsuit against Chase, Bank of America, Wells Fargo and Early Warning Services over Zelle fraud (filed December 20, 2024) was voluntarily dismissed with prejudice on March 4, 2025. Do not cite it as a basis for reimbursement. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/early-warning-services-llc-bank-of-america-na-jpmorgan-chase-bank-na-wells-fargo-bank-na/)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"JPMORGAN CHASE & CO.\": 26,706. Top products: checking or savings 9,556, credit card 6,768, credit reporting 4,727, debt collection 2,601, money transfer 1,768. Top issues: managing an account 5,413, incorrect information on a report 2,868, a purchase shown on a statement 2,187, closing an account 1,499. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=JPMORGAN%20CHASE%20%26%20CO.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 26,706 complaints, 22,956 (86.0%) closed with explanation, 1,970 (7.4%) with non-monetary relief and 1,780 (6.7%) with monetary relief. All 26,706 were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=JPMORGAN%20CHASE%20%26%20CO.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Complaint data is not a statistical sample. The CFPB says companies sometimes select \"Closed with explanation\" even when the consumer got relief, and complaints returned as administrative responses are not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- J.D. Power 2026 U.S. Credit Card Satisfaction Study: Chase ranked second among national issuers with 635 points out of 1,000, behind American Express (668). The average for all credit card customers was 613. [FF News, August 17, 2026](https://ffnews.com/news/financial-stress-deepens-divide-among-u-s-credit-card-customers-according-to-jd--43c68b30) [ABA Banking Journal](https://bankingjournal.aba.com/2026/08/survey-finds-satisfaction-gap-among-credit-card-holders/)\n\n## Scams that target customers\n\n- Bank impersonation: scammers fake caller ID to show Chase's number, send texts and emails that look like Chase's, and build fake websites. Chase says reputable banks will not ask you to transfer money to resolve fraud, and that a \"new\" account you are told to move money to belongs to the scammer. Verify by calling the number on the back of your card or statement; official Chase web addresses generally start with https://www.chase.com/. [Chase: bank impersonation scams](https://www.chase.com/personal/banking/education/basics/bank-impersonation-scams)\n- Social media: almost 50% of the scams that Chase customers reported in Zelle or wire claims from June to December 2024 started on social media. [BleepingComputer, February 17, 2025](https://bleepingcomputer.com/news/security/chase-will-soon-block-zelle-payments-to-sellers-on-social-media)\n- Forward emails that claim to be from Chase to phishing@chase.com, and contact Chase before you share account information or send money. [Chase: report fraud](https://www.chase.com/digital/resources/privacy-security/security/report-fraud)\n"},"guide":{"key":"bank","title":"Banks and card issuers — how complaints work","last_verified":"2026-10-12","file":"guides/bank.md","page":"https://escalate.alexgaoth.com/#/guides/bank"}}