In short
For card and account problems, the fastest fixes come from using the federal dispute rights correctly: a written billing-error notice within 60 days for a credit card, and a prompt error notice (by phone or in writing) for a debit card, Zelle or other electronic transfer. If the bank does not fix it, a CFPB complaint gets a company response, generally within 15 days, and the bank's own federal regulator (the OCC for national banks) is the next step. Money you were tricked into sending yourself has weaker protection than an unauthorized charge, so act within minutes and ask for a recall. Banks do not ask you to move money to protect it, to send money to yourself, or to read back a one-time code.
How complaints work in this industry
- The CFPB sends each complaint to the company for a response; companies generally respond in 15 days, and in some cases give a final response within 60 days. You have 60 days after the response to give feedback. CFPB: complaint process
- Put all facts and documents in one CFPB complaint, with dates, amounts and communications; attachments can total up to 50 pages. CFPB: submit a complaint
- The OCC's Customer Assistance Group handles complaints about national banks and federal savings associations; for other banks, its "Who regulates my bank" page points to the CFPB, FDIC, Federal Reserve, NCUA or a state regulator. OCC HelpWithMyBank: file a complaint
- The OCC sends a results letter within 60 days after it has a complete file, and you can appeal if you disagree. OCC: after you file a complaint
- Fraud lines at large banks verify the account holder by voice and usually route fraud on cards and on deposit accounts to different numbers; for example, Chase lists separate numbers for credit card fraud and for checking, savings and debit card fraud. Chase: report fraud
Your leverage
- Debit cards, ATM, ACH and other electronic transfers (Regulation E): report an error within 60 days after the statement is sent. The bank must investigate within 10 business days, or take up to 45 days only if it provisionally credits your account within 10 business days. CFPB: Regulation E 1005.11
- If you report a lost or stolen card or code within two business days of learning of it, your liability for unauthorized transfers is limited to the lesser of $50 or the amount taken before notice; after that it can rise to $500. CFPB: Regulation E 1005.6
- CFPB guidance says a P2P payment that meets the definition of an electronic fund transfer is covered by Regulation E, a transfer made by a third party who got your account access through fraud is unauthorized, the bank may not require a police report, and your negligence cannot be used to increase your liability. CFPB Electronic Fund Transfers FAQs
- Credit cards (Fair Credit Billing Act): a written billing-error notice received within 60 days after the first statement with the error obliges the issuer to acknowledge it within 30 days and resolve it within two billing cycles (no later than 90 days). Until then you need not pay the disputed amount and it may not be reported as delinquent. CFPB: Regulation Z 1026.13
- Liability for unauthorized credit card use cannot exceed the lesser of $50 or the amount charged before you notify the issuer. CFPB: Regulation Z 1026.12
- For a card purchase over $50 that the merchant will not fix, you can assert your claims and defenses against the card issuer, after a good-faith attempt to resolve it with the merchant. CFPB: Regulation Z 1026.12
- Banks may not charge an overdraft fee on ATM or one-time debit card transactions unless you opted in to overdraft coverage. CFPB: Regulation E 1005.17
Traps
- A phone call alone does not start Fair Credit Billing Act rights for a credit card billing error; the notice must be written and sent to the issuer's billing-error address. CFPB: Regulation Z 1026.13
- Some issuers will not open a dispute until a charge posts; Chase says pending charges cannot be disputed. Chase: dispute a charge
- Bank accounts have fewer protections than credit cards, and money you are tricked into moving out of your account may not be recoverable. FTC consumer alert
- Deposit account agreements often require arbitration. For example, Chase's agreement requires AAA arbitration (small claims court is allowed) and allows an opt-out only within 60 days of opening the account, by phone. Chase deposit account agreement
- Account agreements let banks freeze or hold funds pending investigation and close accounts without prior notice; Chase's agreement is one example. Chase deposit account agreement
- Do not cite the CFPB's 2024 overdraft rule: Congress disapproved it in May 2025 and it has no force or effect. Public Law 119-10
- Do not cite an $8 credit card late fee cap: the CFPB's 2024 late fee rule was stayed and then vacated on April 15, 2025. ABA Banking Journal
Scams to watch for
- Fake fraud alert texts ask "Did you make this transaction?"; a follow-up call from a spoofed "Chase" number tells you to move money to a "new account" the scammers control. Chase: latest scams
- Wells Fargo says it will never ask you to move or send money to anyone, including yourself, to reverse a transfer, get a refund, protect your money or fix a problem, and will never ask you to install screen-sharing or remote access software. Wells Fargo: bank impostor scams
- A scammer may ask you to send money to yourself through Zelle to "reverse" a fraudulent transaction; the real goal is to get into your Zelle account and pay the scammer. U.S. Bank: digital payment scams
- Callers may claim a bank employee who handled your account is under investigation and tell you to move your money to a "new" or "safe" account Bank of America: scam alert, or say someone at your local branch is involved so that you distrust branch staff. Chase: how to spot scams
- No caller, including one who says they are from your bank's fraud department, will ask for your verification code; call back on the number on your statement or card. FTC consumer alert
- Each bank's file in this registry lists what the bank says it never asks for and where to forward phishing (for example phishing@chase.com, abuse@bofa.com, reportphish@wellsfargo.com). See also the cross-industry scam guide. Chase: report fraud
By the numbers
- The CFPB received approximately 114,100 credit card complaints in 2025; companies closed 63% of those sent to them with an explanation, 12% with monetary relief and 19% with non-monetary relief. CFPB 2025 Consumer Response Annual Report
- The CFPB received approximately 104,200 checking or savings complaints in 2025; companies closed 83% with an explanation, 10% with monetary relief and 5% with non-monetary relief. CFPB 2025 Consumer Response Annual Report
- Reported losses to business impersonators were nearly $1 billion in 2025, and bank impersonators accounted for the highest losses among them. FTC press release, June 15, 2026
- In 2025, bank payments were the payment method with the highest aggregate reported fraud losses, followed by cryptocurrency. FTC testimony, March 25, 2026
- In 2025 the FBI IC3 Recovery Asset Team worked with banks on 3,900 fraudulent-transfer incidents and froze $679,013,183 (a 58% success rate); the FBI says to ask your bank for a recall immediately and file at ic3.gov. FBI IC3 2025 Annual Report