--- company: chase title: Chase — how complaints actually go last_verified: 2026-10-12 --- ## In short For 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. ## How complaints actually go - 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) - 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) - 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) - 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) ## What tends to work - 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) - 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) - 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) ## Traps and fine print - 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/) - 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/) - 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) - 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/) ## By the numbers - 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) - 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) - 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) - 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/) ## Scams that target customers - 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) - 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) - 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)