Had an issue with

Chase Bank

? Get a real response.

Chase gives you several ways to lodge a complaint so you can choose the channel that fits you best:

1. Secure Message (Online or App)

If you’re a Chase customer, this is one of the safest and easiest ways to submit a complaint:

• Log in at chase.com or in the Chase Mobile app
  
  
• Go to your accounts page → open the menu (☰) → “Secure messages”
  
  
• Choose a topic and write out your complaint in detail
  
  

Secure messages are:

• Encrypted and safe for account details
  
  
• Perfect for non-urgent issues
  
  
• Automatically archived in your account history for easy reference
  
  

2. Phone – Speak to a Chase Representative

Use the number relevant to your account, or the main line:

• General Personal Banking: 1-800-935-9935
• Personal Credit Cards: 1-800-432-3117
• Home Lending (Mortgage): 1-800-848-9136

When you call:

• Follow the prompts or say “representative”
  
  
• Clearly state that you want to file a complaint
• Explain what happened, when, and what outcome you’re seeking
  
  

Always note:

• Date & time of the call
  
  
• Name of the representative
  
  
• Any reference or case number given
  
  

3. In Person – At a Chase Branch

Prefer face-to-face?

• Visit a Chase branch and ask to speak to a banker or branch manager
  
  
• Explain your issue and that you’d like to lodge a formal complaint

Branch staff can often:

• Fix account errors on the spot
  
  
• Escalate more complex matters internally
  
  
• Give you a clear next step and timeline
  
  

Use Chase’s branch locator to find a nearby branch: https://locator.chase.com

4. Mail – Written Complaint

You can submit a complaint by mail:

JPMorgan Chase Bank, N.A. – Customer Service
P.O. Box 44945
Indianapolis, IN 46204-4945

Include:

• Your full name and contact details
  
  
• Last 4 digits of the relevant account
  
  
• Clear description of the issue
  
  
• Timeline and any prior attempts to resolve
  
  
• What resolution you’re seeking
  
  

Keep a copy and consider using certified mail for tracking.

5. Social Media Support (@ChaseSupport)

On X (Twitter):

• Tweet or DM @ChaseSupport during support hours
  
  
• Briefly describe your issue (no sensitive info)
  
  
• They will move to DM and then into secure channels if needed
  
  

This is handy for:

• Getting quick attention
  
  
• Nudging stalled issues
  
  

6. Chase Mobile App Support & Virtual Assistant

Inside the Chase app you can:

• Use Secure Message as above
  
  
• Use the virtual assistant to say “file a complaint” or “speak to an agent”
  
  
• Get routed to help without sitting on hold
  

Here’s what typically happens once Chase receives your complaint:

1. Acknowledgment

Chase acknowledges your complaint via:

• Secure message reply (if submitted online/app)
  
  
• Letter (if via mail)
  
  
• Immediate verbal confirmation (if by phone)
  
  

You may be given a case or reference number. Keep this for follow-up.

2. Assignment & Investigation

Your complaint is:

• Assigned to the correct department (cards, deposits, fraud, loans, etc.)
  
  
• Reviewed by a specialist or case manager
  
  

They’ll examine:

• Account notes and transaction history
  
  
• Prior communications and dispute records
  
  
• Relevant policies and regulatory requirements
  
  

3. Timelines

While exact timelines can vary, typical patterns are:

• Straightforward issues: often resolved within 15 business days
  
  
• More complex matters: within 30–60 days depending on investigation complexity
  
  

If it may take longer, Chase should:

• Let you know
  
  
• Provide an estimated timeframe
  
  
• Give updates if you ask
  
  

4. Communication During the Process

You may be contacted for:

• More information or documents
  
  
• Clarification of what happened
  
  
• Confirmation of disputed transactions
  
  

Chase will usually respond through:

• Secure messages
  
  
• Phone calls
  
  
• Letters (for mailed complaints)
  
  

5. Resolution & Outcome

Once the investigation is complete, Chase will:

• Explain what they found
  
  
• Apologise if they were at fault
  
  
• Take corrective actions where appropriate, such as:
  
  
  • Reversing or refunding fees
    
    
  • Correcting account errors
    
    
  • Adjusting dispute decisions
    
    
  • Updating records or profile details
    
    

If they deny your request, they should:

• Provide an explanation
  
  
• Reference relevant policy/terms
  
  
• Inform you of any further options (e.g. external dispute rights)
  
  

6. Escalated Cases & Executive Office

For serious or complex complaints, your case may be escalated to:

• A senior case manager
  
  
• An Executive Office / Escalations specialist
  
  

These teams have greater authority to:

• Override standard decisions
  
  
• Approve exceptions
  
  
• Resolve longstanding or sensitive issues quickly
  

Common Chase complaints include:

1. Customer Service Frustrations

Customers often report:

• Long hold times
  
  
• Multiple transfers
  
  
• Scripted or inconsistent answers
  
  

2. Account Access & Security Holds

Typical issues:

• Accounts suddenly locked or frozen
  
  
• Difficulty passing identity verification
  
  
• Extended holds on deposits or transfers
  
  

These are usually triggered by Chase’s anti-fraud systems but can be stressful if not communicated clearly.

3. Account Closures without Clear Reason

Some customers experience:

• Sudden account closures
  
  
• Cards shut down with “business decision” notices
  
  
• Limited explanation for risk-based decisions
  
  

4. Fraud & Charge Dispute Handling

While Chase generally protects against fraud, complaints arise over:

• Disputes initially denied
  
  
• Perceived lack of support
  
  
• Slow or confusing fraud investigations
  
  

5. Fees & Unexpected Charges

Customers commonly complain about:

• Overdraft fees
  
  
• Monthly maintenance fees
  
  
• Conditions they didn’t fully understand (e.g., minimum balance to avoid fees)
  
  

6. Credit Card Rewards & Offers

Frequent issues include:

• Missing signup bonuses
  
  
• Cashback or statement credits not posting
  
  
• Portal or travel offer mishaps
  
  
• Fine-print exclusions not clearly understood
  
  

7. Communication & Follow-Up Problems

Complaints often mention:

• No callbacks as promised
  
  
• Mixed messages from different departments
  
  
• Repeating the same story multiple times
  
  

Knowing these patterns helps you describe your issue clearly and push to the right resolution path.