Business Profile

Bank

JPMorgan Chase & Co.

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

This profile includes complaints for JPMorgan Chase & Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,873 total complaints in the last 3 years.
1,670 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/22/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 6/21/2022, four times, Chase Bank would not let me make a funds transfer and locked my account. I called their Electronic Money Movement Team four times, each time they told me the issue has been resolved and the transfer would go through. But it still got rejected and my account locked, four times, all without any notification or explanation from Chase. A service rep named John said I had to go to a local branch to verify account ownership in person. I did that, was told once again it has been resolved, but it still got rejected and my account locked.
Business Response
Date: 06/29/2022
We responded to our customer's concerns by letter on June 29, 2022. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Customer Answer
Date: 07/05/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The business did not read my complaint and did not address the issue at all. The problem was not that they simply locked my account, it was that they did it repeatedly and continually, four times in one day, even after their customer service reps told me, both on the phone and in person, that everything had been resolved.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

******* *****

Customer Answer
Date: 07/26/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

******* *****
Initial Complaint
Date:06/16/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ive filed 5 different disputes, they keep getting denied. Even after all cards and digital wallets were removed transactions were still made. Ive not received any of the temporary credits I was promised by the letter stating within 4 days. Apparently it is 10 days. They close my disputes without requesting any additional information. Everyone is vague and a different promise from each. I finally was able to reach a supervisor that ACTUALLY took the time to go through EVERY login for 6 months. Finally found the culprit and was able to address the breach, but Ive yet to receive any temporary credits as promised. The back team is an absolute joke. They closed a claim because not all transactions are disputed all transaction were disputed. They were just apart of another claim. IF I decide to maintain ANY accounts with chase it will be solely because of the ONE rep who took the time to actually help me. If my funds are not returned. Im posting all screenshots, letters, timeframes, and the recorded conversations that contradict everything that I was promised. I believe their generic automated letter needs revised instead of a rep saying well thats just when its typical. Whats typical about fraud? I shouldnt have to fight my bank to fight for me. Had the same issue with my credit card due to the same digital wallet and it was resolved in 3 days and I had temporary funds within 24 hours. I believe if Im sent a letter with a timeframe. I should receive whats promised. Im providing the letter. Instead my claim was denied in 4 days without my temporary credit, without any request for any supporting documentation, and then Im told they dont issue credit for a rereview of a claim. Its a flat out lie and I believe the letter needs to be altered or they need to live up to their promises
Business Response
Date: 06/30/2022
This is in response to the complaint from Case No. ********. We take consumer feedback seriously. Weve reviewed the concerns and a detailed response was mailed to the consumer on June 30, 2022 In order to protect consumer privacy, the consumer has been advised they have the option to share the response directly with you.

If you or the consumer has questions, please call us at **************. Our office hours are Monday through Friday from 8 a.m. to 9 p.m. and Saturday from 9 a.m. to 6 p.m. Eastern Time.

Sincerely,

Executive Office
Customer Answer
Date: 07/02/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Chase bank is still denying my claims after several representatives have found my claims to be accurate. Reasons for denial of claims were:
1 not reported within the time frame
2 not all transactions were reported
3 made from a token on a trusted device token using iPhone
4 account was monitored during time

1, I reported my initial claim on the 6/9/22. Per chase policy I have 60 days from the statement received that included the unrecognized transactions to file. That was recieved on 4/22/22, so my window was from 4/22/22 - 6/22/22. Making their denial reason invalid and incorrect.
2 when I called the initial time to report unauthorized activity I said there should be no transactions on my account to this merchant. Ive not made nor have I authorized ANY transactions to this merchant and all need to be added all transactions were reported making the denial for this reason Invalid and incorrect.
3 my device during these times was a ******* galaxy S21 using android app. No iPhone, token, or method of payment using a IOS device should have been linked to my account. I made this clear to the fraud team several times. They assured me the would deactivate and remove these payment methods, BUT almost $15,000 was permitted to leave my account via the same methods in the next week resulting in 4 more claims that were also denied. This reason for denial was also invalid and incorrect
4 I rarely accessed the app. My bills are automated and I had thousands and thousands of dollars in the account. I didnt have to check my balance prior to making a purchase. The spending amounts were $5,000+/ day. This was unusual activity and should have been flagged. I never received any call from chase.
During their investigation I was never contacted and asked to provide any supporting documentation or clarifying questions.
After the first claim was filed I reviewed a letter stating youll receive a temporary credit during this investigation it may take up to 4 days I never received the funds. I constantly contacted them requesting updates and was told that its actually 10 business days that the letter I received was generic and inaccurate. It was Funded because the overdraft protection was removing funds from my savings account. I personally made no deposits besides a deposit at a branch. No other account activity should have taken place. Ive proven I was using a android device to several managers in the fraud department. I was denied any further escalation to my account to any level higher and said chase as a whole made this decision and it WILL NOT BE CHANGED I requested a follow up call from her supervisor and was told Ill have her review it and if she wants to call you she will I was denied my case being reviewed by another office. The previous representative had raised his voice to me, would cut me off and over spoke me, he was super combative and denied transferring me so another representative after multiple request because of the mistreatment. Im providing the letter I received. Ive never been treated like this by any other company on my life and I believe I deserve compensation for the undue stress and abuse chase has done to me.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************

Customer Answer
Date: 07/22/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I received a voicemail and then was notified my case was closed. Nothing has been resolved.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************

Business Response
Date: 08/12/2022
We responded to our customer's concerns by email on August 12, 2022. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Initial Complaint
Date:06/16/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 9th I deposited threw seperate checks totaling $9, 619 in the ATM of Chase I recieved from the county tax department for overpayment of taxes. I tried to use my ATM card at the store and it declined. I investigated and was told that there was a hold on my account until the checks cleared. The bank released the funds that I had in my account prior to the check and told me I had to wait for the funds to clear. The next day I went to the bank to see if I can get the checks I tried to deposit so I could just take them to **** ** ******* to cash since that was the issuing bank. At that time I was told my account was closed due fraudulent activity and that I need to verify the funds myself. Well I can't verify the funds cause they won't give me the check so I can give that information to **** ** *******. My checking balance says that I have an available balance of 9,619 which means that the check has cleared however they still won't release the funds nor are they paying any of my auto withdrawals so I am experiencing additional fees and unable to pay my bills. Chase is stealing my money.
Business Response
Date: 06/23/2022
We responded to our customer's concerns by phone on June 21, 2022. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Customer Answer
Date: 06/26/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint my funds have been released back to meID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,
**** ********
Initial Complaint
Date:06/14/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I wrote a check on 5/3/2022 to my landlord for rent of approximately $3400. I had written a check for nearly the same amount, on the same day one month prior with no issues. At the time I wrote the check I had approximately $8000 in my checking account with no pending transactions and certainly sufficient funds to cover my check. On May 16th, my landlord knocked on my door letting me know that my check was returned and I needed to pay rent immediately and that they would no longer accept checks from me. On the same day, I called chase customer service (************) and having transferred/escalated through the fraud department and up I was told that my check was returned due to unusual activity on my account. I was told that the bank tried contacting me on 5/5/2022 and that if I had not contacted them back by the end of business that same day, my check was going to be returned. I asked how they contacted me since the first person to contact me was my landlord on 5/16. They could only tell me they attempted but I had no missed calls from that day, no voice messages, text messages or e-mails. After discussing with the account supervisor she brushed me off telling me that it was my fault for not contacting them back. As far as my landlord knows, I deliberately bounced a check. My check writing privileges for rent have been revoked which means I must now pay a $68 credit card fee to pay my rent. I also was served with a notice and possible eviction and formal proceedings as well as fines and returned check fees. to shorten, several calls later. I was told there was no supervisor to talk to. They refuse to resolve their error of returning my check. Promised letters via USPS never arrived. No attempt to contact me was ever made and I was continuously lied to by chase supervisor. I am being charged extra fees every month this is not resolved. I have many more details but not enough characters to write it. Chase owes me apology and a resolution with my landlord. +more
Business Response
Date: 07/06/2022
We responded to our customer’s concerns in our letter dated July 6, 2022. To protect our customer’s privacy, we are not providing you with a copy of our letter. Our customer may use their discretion in sharing our response directly with you.
Customer Answer
Date: 07/06/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Credit card processing fees related to paying my rent with a credit card have not been addressed. The letter(s) I received had the date manipulated to make it appear that I received the letter in May when in fact, I first saw it 7/5/2022 via secure e-mail from chase. I can't imagine why they would make it appear in the letter that it was sent over a month prior.
In my complaint, chase promised me on 3 separate occasions in May and June that they would send an apology letter. So apparently 3 letters were all lost. I had requested on 2 separate occasions after the first letter went "missing" to send it to me via certified mail or with some other way for tracking. I was told this was not possible. When I asked to speak with a supervisor, I was lied to and told that the agent does not have a supervisor or anyone who could help me
The complaint where I had asked to speak with a supervisor during a call and was told by the person on the phone that they did not have a supervisor was not addressed. I've been lied to. They are attempting to manipulate dates. I also owe credit card processing fees of over $100. In the letter, it states "please waive fees for our customer" which is asking my landlord to take re-imburse me for late charges and check processing and return fees.]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

******* *****

Customer Answer
Date: 08/01/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved
They continue to send me the same letter which does not address the financial loss I incurred

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

******* *****

Business Response
Date: 08/09/2022
We responded to our customer's concerns by email on August 9, 2022. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Initial Complaint
Date:06/14/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a payment to my Amazon account on June 10,2022 by debit they took it out that day because my balance in my account was reduced and I was able to purchase something on it later that day on 12 I was charged again for the same card so I had negative 27 a d something so I contacted Chase and they said I be credited back the 30 the next day which should of left me 2 dollars and some change but it didn't it still has negative 27 and something and my account removed the 30 they took on the 10 to the 13th to make me still have negative 27 something and that's some bull c*** I should have 2 and som change not negative 27 that means I paid Amazon Chase twice for the same payment I should not be in the negative
Business Response
Date: 06/30/2022
We responded to our customer's concerns by phone on June 28, 2022. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Initial Complaint
Date:06/14/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Chase randomly closed my checking account. I have no idea why they have closed my account and I have went several times to talk to them in person and called in the phone several times to several different departments and they all were unable to help me. The best answer I got is that there was "risk" involved with my account. I have never had any issues or complaints with the bank. I haven’t owed any money either and I have a good credit score and made every payment on time. They did not close my credit card, they just closed my checking account. I used my checking account to pay my credit card statements for chase. I have also deposited $66.83 from Paypal & $97.16 from DoorDash and they have not returned my money, they said they have returned it to Paypal and Doordash and I contacted them and they said there is no record of them receiving the money back. My account was randomly closed and they also have my money now. Ridiculous. I wasn’t able to pay things in time because of them closing my account and keeping my money. I’ve even contacted early warning services and they have told me they have no idea why my account was closed. My chase account username is bmwroger1 and my name is Roger Schafer. My checking account won’t show up when I login to chase anymore because they closed it.
Business Response
Date: 06/29/2022
We responded to our customer's concerns by phone on June 28, 2022. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Initial Complaint
Date:06/13/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 4th 2022 I went into the Bank's Phone app to try and make a payment on my credit card. I originally attempted to pay $126 and within a minute of submitting went into the payment and CANCELLED it. I was told by the app that the payment was CANCELLED. I than decided to pay the full amount for the month which was $176. At this point while expecting the first payment to be cancelled, on Monday June 6th 2022 BOTH payments were completed, to which due to the first payment NOT being cancelled despite the App showing otherwise, I was charge $35 overdraft fee due to Chase's apps error/glitch/misinformation. I contacted the bank on the 6th to request a refund and said that this was unacceptable. The bank's representative at the time told me that this was an error on the bank's app and that he'd refund the payment. That the refunded payment would undo the overdraft. Today June 13th, 2022 I received the refund but still have the overdraft fee. So due to a bank misrepresentation in the app I lost $35. I called again today spoke with a customer service agent and the Supervisor *** ***********, ******** stated, this was not an error that due to it being a weekend this stuff happens and that he wouldn't pay the $35 compensation. If this was not an error explain to me how an app is allowed to show CANCELLED and normally does NOT accept payments TWICE in ONE DAY, allowed the CANCELLED payment to go through and TWO payments to be taken?
Business Response
Date: 06/28/2022
We responded to our customers concerns in our letter dated June 28, 2022. To protect our customers privacy, we are not providing you with the details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Customer Answer
Date: 06/29/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***********************
Initial Complaint
Date:06/13/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Please help me on June 10th Chase bank ***** ******** *** ******* ** ran a 5000 dollar cash advance for me on my Key2Bank MasterCard I was going to get a apartment they said it was denied gave me no explanation no receipt were very rude to me so I called my key2card they said it was pending I left called the next day June 11th Key2Bank said it was gone the money had been processed to go to chase immediately and get my money I ran up there she wouldn't look in the computer for me she refused to talk to my bank and made me leave the building she rolled her eyes she was extremely rude the money is gone and they refuse to even explain or help me much less give it to me can you please help me here is the proof I will show you the bank statement below please help me
Business Response
Date: 06/22/2022
We responded to our customer's concerns by phone on June 16, 2022. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Initial Complaint
Date:06/13/2022
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My parents gave me two foreign checks (from a ******** credit union). I sent checks to my bank, USAA. They sent them to ***************** for collection. The checks were not cashed due to a foul-up on the banks end (they had the wrong amount listed). The checks were for $72,000. The ******* says there checks were for $92,000. I was charged $93 each for the two checks. Total of $186 for checks that were never even cashed. Somehow ******* was involved in this transaction. My bank refuses to intervene or reimburse.
Customer Answer
Date: 06/16/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*******************************
Initial Complaint
Date:06/09/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Chase changed their consumer deposit agreement on 3/20/22 and did not notify consumers. They do not allow customers to opt in/out of overdrawing their account for ACH/electronic transactions and charge $34 per *** fee without giving the consumer an option of whether to pay. **************** (on multiple phone calls) refused to admit bank error and would not escalate or file a complaint. A Retention manager implied I should allow my account to continue accruing *** fees, and a **************** manager encouraged/goaded me to go public with my complaint, as well as seek "legal help if I had a complaint." I am seeking a refund of (10) *** fees of $34 each totaling $340, due to 1) Chase advertises alerts for overdraft/*** occurences, but refuses to admit they offer this service or that it should work as intended, 2) the *** fees posted to my account multiple days *after* the items had been paid and I had a positive available balance.
Business Response
Date: 06/27/2022
We responded to our customer's concerns in our letter dated June 27, 2022. To protect our customer's privacy, we are not providing you with a copy of our letter/any details of our conversation. Our customer may use their discretion in sharing our response directly with you.
Customer Answer
Date: 06/28/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***************************

Customer Answer
Date: 07/07/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***************************

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JPMorgan Chase & Co. is NOT a BBB Accredited Business.