Business Profile

Bank

JPMorgan Chase Credit Card

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Important information

Customer Complaint:
Due to the volume of complaints filed against this
business, BBB only publishes the details for 15% of the total complaints filed.

Complaints

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

Customer Complaints Summary

6,369 total complaints in the last 3 years.
2,536 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:01/20/2025
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.
In the last quarter of 2024, Chase ran their Freedom card promotion - make purchases through PayPal and receive 5% cash back. Explicitly responding to this offer, on Nov 10, 2024, I placed an order for medical equipment totaling $489.58, for which PayPal issued an itemized invoice for the purchase.
Instead of receiving the promised 5% cash back of $24.48, however, I was charged 5% as a “cash advance” fee, plus another few dollars interest.
I attempted to rectify the situation with both Chase and PayPal, but they were anything but helpful.
Chase insisted that the transaction was run as a cash advance, so could neither be corrected nor disputed and would never qualify for any cash back. They claimed that the transaction was run using MCC code 6012 (Financial Institutions).
PayPal insists that they did not run the charge as a cash advance and that they cannot run transactions as cash advances. Obviously, they’re being obtuse or intentionally misleading, because people can and do take cash advances to their PayPal balances.
Although I never received the cash that I allegedly advanced (I only received products valued at that amount), there is no way to dispute such a transaction.
My state attorney general helped me reach out with a complaint, but Chase doubled down, issuing a refund for the interest, but insisting that the fees and rebate accounting are legitimate, disregarding the evidence and providing no recourse for the obvious accounting error.
Due to these scammy practices, PayPal and/or the merchant save the processing fees, about 3.2%, and Chase saves the remaining 6.8%, while I’m out $48.96.
Business Response
Date: 01/28/2025
We responded to our
customer's concerns. To protect their 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: 02/03/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.
I have attempted to work with Chase to communicate the problem with their system. They gave me the runaround, requesting again the same documentation I supplied in this complaint. They said if I could show evidence that the transaction was run improperly, they would make things right. But when I spent the time and energy to send the documentation again, they reviewed it and said it doesn't matter what the documentation says, they refuse to provide any assistance in correcting an improperly-categorized transaction. Michelle confirmed that the merchant is allowed to improperly categorize a transaction and reap financial benefits to both Chase and PayPal at my expense. There's nothing I could have done differently or could do differently in the future to avoid this fraudulent transaction. Because there is no recourse for this fraud, I consider this to be a scam of PayPal and Chase.Since it's not worth the hassle and expense of filing a lawsuit, I'm stuck to absorb the loss. The best I can do is warn others to avoid using Chase and PayPal and especially the two together.

Regards,
Complaint ID: 22833858
Initial Complaint
Date:01/19/2025
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.
My husband is supposed to be on this account. Each time, he gets added as temp proxy. When he calls in or I call in he has to use my info cause he is not properly added. Then I ask this - How much time should one spend on calls trying to add an employee/authorized user that should already be on it.
Evidently two hours and 10 people until you get ****** in Missouri call center. Problem with ****** was he was the rudest of all the call reps even though he fixed it. Jesus - everyone hires call centers but not everyone hires terrible call centers or call centers that you forget to train or give them tools beyond tell the customer what they want to hear but don't do anything. Just really poor. And, I was trying to move miles and the flight disappeared. I don't even expect much from Chase and you hit a new low.
Business Response
Date: 02/03/2025
We responded to our customer's concerns. To
protect their 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: 02/06/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue.  For your reference, details of the offer I reviewed appear below.

**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

Regards,

Complaint ID: 22832833

Chase Manhattan Bank continues to not acknowledge the shortfalls in their customer service. Utilizing 3rd party contractors that have limited support tools is the major part of the problem. They also, as acknowledged by Chase, use a model for accessing the Exec Team that is driven by a hand written letter mailed to a mailbox. It is intentional. It is cumbersome. It lacks any sense of semblance that things might be time sensitive. In answer to how my mother, who is blind, would be reasonably accommodated for this challenging model, they offered to give 20k miles. Fix the system and don't buy people out when you are wrong. Call in and see for yourself.

Beyond that, I asked to speak to the person above the Rep named ***** and he refused to allow me the time to do so. He said no.

It was done until this message was the reply which is consistent with their lack of support but seems to lack any sort of closure.

Business Response
Date: 02/25/2025
We responded to our customer's concerns. To
protect their 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: 03/13/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue.  For your reference, details of the offer I reviewed appear below.
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

They have yet to respond. I am still waiting for the followup. As mentioned in the follow up complaint, ******* has called twice. Both times I picked up the phone and he went silent and pretended not to have a connection. I then immediately called him. Went straight to VM. Then immediately called the main exec office number and was told he was in a meeting both times two minutes after his call.

Regards,
Complaint ID: 22832833

Business Response
Date: 03/13/2025
We responded to our customer’s concerns. We understand that our customer is not satisfied with our response, but without new information to review our decision will not change
Initial Complaint
Date:01/08/2025
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've been charged finance charges for purchases made during the billing cycle.. I called and spoke to Vince who refused to look at the accounting. I calculated this multiple times and billing is incorrect. This is about the principle of being charged for something and not being listened to or heard by the "customer service" representative. No effort to look into this matter was made. I will be paying this balance off completely on February 5, 2025 and will close this account because no matter how little this charge is, I will not deal with poor customer service and being charged fees that are not accurate no matter how little they are. I pay a $150 fee every year for this stupid card! It is the principle.
Business Response
Date: 01/09/2025
We responded to our customer's concerns. To protect their
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: 01/14/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, the reason I filed this complaint in the first place is below:
I filed the complaint so they would know why I am choosing not to do business with them. It wasnt about a tiny finance charge, it is about their business practices and the way i was handled by all Chase reps involved. When they called me, they informed me that I was being charged finance charges on charges that had not even receive a bank statement. I have never been charged a finance charge for a purchase I made just days before my next statement came out. That is crazy. Their customer service was total crap all the way to the top. They did nothing to resolve my issue, but were argumentative just as the customer service representatives were. I have a $45,000 line of credit with this bank and pay them $95 fee per year. You would think I'd be treated better than I was. I will close my credit card account with Chase and never do business with them again. I just wanted all of this on record. You can close this complaint now. Thank you for your assistance.

Regards,
Complaint ID: 22784152
Initial Complaint
Date:01/05/2025
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 bank offered a Chase offer for 15% for ********. This Chase offer expired on November 30, 2024. I checked off this offer and made an Order online on November 28 for $59.15. I have yet to receive the 15% off for the Chase offer on my credit card statement. It was posted December 1 however I provided management with my receipt that I purchased it On November 28. I called Chase bank twice regarding the situation and talk to a manager both times and they just keep saying they’re transferring the issue, but there is now been over a month and a half and nothing has been done.
Business Response
Date: 01/08/2025
We
responded to our customer's concerns. 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:01/05/2025
Type:Billing 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 Dec 15th, I booked a flight from Nashville to Vancouver (via Dallas) through Chase Travel (Trip ID: 3P54KX7GS). On Dec 24th, I received a delay notification from the airline for my first flight, which would make me miss my connection. I contacted Chase Travel, and the agent promised a full refund (points and money) if I canceled. During our conversation, she never mentioned that this trip is non-refundable. She even said she has contacted the agent from airline, and they said my scheduled flight was not affected, while I did received a delay email. (Now I even doubted whether did she actually checked the flight with airline or checked the wrong flight). I didn't correct that description (my flight was not affected) because she promised me confidently that I will get a full-refund. And at the end of our call, she said she has canceled this trip and clearly stated that “you'll get your 10 thousand points back in next few hours and $216.72 back in several business days". Despite the promise of a refund, I have not received my $216.72 or 10000 points. Therefore, yesterday I called Chase travel again to figure out why. After their investigation (thanks to the recordings of our previous calls), they admitted that the agent did provide the wrong information, but there is nothing they can do because my trip is non-refundable, and transfer me to a benefit department. After that, I was repeatedly transferred between departments, none taking responsibility. The lack of resolution and unprofessional handling of this matter are unacceptable. After that, I feel really really disappointed for Chase, and called back to Chase travel. Another agent got this call and said she needs more time to investigate. Until this morning, I didn't receive any message or call from Chase yet. I seek a full refund ($216.72 + 10,000 points) as promised by the Chase agent. This issue arose due to the flight delay and misinformation provided by Chase Travel, neither of which were my fault.
Business Response
Date: 01/08/2025
We
responded to our customer's concerns. To protect their 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: 01/10/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.

Regards,

Complaint ID: 22770439
Initial Complaint
Date:12/29/2024
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 closed my credit card account w no notices my account is set up on auto drafts I'm not maxed out and I'm concerned this will report to my credit as a closed account because of a mistake on their end
Business Response
Date: 01/07/2025
We
responded to our customer's concerns. 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:12/27/2024
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 am a chase sapphire reserve credit card holder. On Dec 12, chase “adjusted” 51,708 points from my account; this carries an approximate value of $760.

I have called chase multiple times but they are unable or unwilling to provide any information or credit me the points back. I am seeking these points returned or the dollar amount applied to my account.
Business Response
Date: 02/07/2025
We responded to our
customer's concerns. To protect their 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:12/18/2024
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 wrongly closed my Chase Sapphire Preferred credit card account (ending in 6833), but Chase was not able to reinstate this account.

On 11/28/2024, I called Chase Marriott (1-800-338-5960) to inquire about any offers with my Chase Marriott Bonvoy Boundless card (ending in 5367) to offset the annual fee ($95) posted. The Customer Service Representative said no offer existed, then I agreed to close my Marriott card (ending in 5367) and transfer its available credit line to my Chase Freedom card (ending in 0352).

On 12/3/2024, I found chase closed my Sapphire Preferred card (ending in 6833) instead of my Marriott card (ending in 5367). Right away, I called Chase Sapphire Preferred (800-493-3319) and explained this situation to the Customer Service Representative. This representative noted my concern and said I would receive a letter from Chase in 10 days. After that, I asked her to check if there were any offers with my Marriot account (ending in 5367). She said yes and can credit $50. Then I accepted this offer and kept my Marriot account (ending in 5367).

On 12/17/2024, I received a letter from Chase (see attached). Chase was not able to reinstate my Sapphire Preferred card (ending in 6833) that was wrongly closed by Chase, not by myself.
I was shocked about this decision. I have good reasons to think that the first Customer Service Representative checked the wrong card, found no offers, and closed the wrong card. I request Chase to reinstate my Sapphire Preferred card account (ending in 6833). I have no problem transferring back the credit line from my Freedom account (ending in 0352) if needed.
Business Response
Date: 01/07/2025
We
responded to our customer's concerns. 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:11/15/2024
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 am requesting a refund of rewards points equal to $30 to my rewards balance.

On 11/10/2024, I contacted Chase Visa Support and spoke with ***** to inform her that I had purchased a $30 Amazon Gift card with my Chase Visa reward points. The issue came when attempting to make a purchase with the gift card; an error message popped up: "Gift card was redeemed." But I hadn't used it or bought anything yet.

The Chase rep ***** said she would escalate to the Rewards Group to handle it. Per my request, ***** said she would forward my request for a refund of reward points (equating to $30) to be refunded to my rewards balance instead of a $30 Amazon gift card. The reason for that is I purchased the Amazon gift card to buy items that day to be delivered to my house within 5 days so I can give them to a guest who will be at my place in 5 days. I told ***** that I don't buy from Amazon much, if at all, which is why I canceled my Amazon subscription, and thus, I have no need for an Amazon Gift card.

On 11/13, I received an email from Chase with a $30 Amazon gift card. I called Chase support and spoke to Nikils. He told me there was nothing he could do despite putting me on hold twice to talk to different groups, escalating my request to know if Chase Visa could do anything if they could not refund my rewards points. I asked him to relay the following in his second attempt to talk to another group within Chase Visa to resolve my issue, but he said there was nothing Chase could do. I am deeply disappointed that Chase Visa says they can't do anything so small as my request even though I am a loyal and excellent client of Chase Visa with the following attributes:
1. I have been a loyal client for 38 years.
2. I consistently have an excellent credit score, the most recent being 820.
3. I have 0 late payments

I am writing to understand how Chase Visa treats its loyal and excellent clients and what you can do regarding my request.
Business Response
Date: 11/27/2024
We
responded to our customer's concerns. 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: 12/03/2024
Better Business Bureau:

I have NOT received a response from Chase Visa. I checked my inbox, spam folder, and also the messages in my Chase Visa account. Please have them send their response again and let us know the date of the response, from whom the response is sent from and the method they are sending me the response e.g. email? and the email address they sent it to. Thank you,
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

Regards,
Complaint ID: 22561864

Business Response
Date: 12/23/2024
We responded to our
customer's concerns by email on 12-23-2024. 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:11/01/2024
Type:Billing 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 experience while applying for a credit card with Chase bank has been terrible. This has been the worst credit card application experience and I feel I'm not being treated fairly and my follow-ups with their customer service, sales and fraud departments has not been successful. I originally applied for the Chase Disney credit card on 10/20/2024. When I applied for the credit card, all I received was a generic email explaining that Chase would be in touch. 4 days went by and did not hear anything so I decided to follow-up by calling their credit card application department. The individual I spoke to explained that they needed more information to verify it was me. This was the first time I ever received such an unusual request, but I followed what the representative requested and uploaded my driver's license using the email the representative sent me. Days went by so I decided to call again on 10/30/2024. The first person I spoke to placed me on hold multiple times and the third time he returned, he then hung up without answering any questions. I then called back and once again, the representative put me on hold multiple times and then finally came back with a generic answer explaining "Ok, your application is now in its second review". I couldn't believe what I was hearing, because I have excellent credit, and a good debt to income ratio. I asked for an explanation and the rep could not explain why its taking so long. I then spoke to three reps following this person to escalate the situation. Once again, no reassurance on when I would get this resolved. I then called back today, asked for a manager. The representative said I would received a callback in 1 to 2 hours, and I did not receive a callback.
Business Response
Date: 11/05/2024
We
responded to our customer's concerns. To protect their 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: 11/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.

Regards,

Complaint ID: 22503484

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JPMorgan Chase Credit Card is NOT a BBB Accredited Business.