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:10/23/2024
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 writing to express my concerns regarding recent interactions with Chase Bank, which I believe have not been conducted in good faith.

In October, 2024, I encountered the following issues: Chase cancelled our settlement agreement made in May, 2024.

I was given an option to pay one payment of $1,241.41 or two payments of $620.70 to settle a credit card debt. (Letter dated May 6, 2024) I chose the two payments of $620.70. I made the first payment on May 17, 2024 and the second on June 4, 2024 with checks numbered 64243318 and 64245805 and these checks were cashed by Chase Card Services. As you can see the two $670.70 payments equal $1,241.40. I received a letter, dated September 26, 2024, thanking me for accepting an agreement to pay $1,241.11, which is a lower amount than the initial agreement amount and the $1,241.40 payment that I previously made. Then, I received a letter dated October 8, 2024, informing me the settlement agreement was canceled. It was canceled after I made the payments they offered, and I agreed to and paid within the required time frame.
As a customer, I expect fair and honest dealings. However, the aforementioned incidents suggest a deviation from these principles. These actions have caused significant inconvenience and have undermined my trust in that company. Please let me know if you need more information.
Thank you for your attention to this matter.
Sincerely,
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.
Initial Complaint
Date:10/22/2024
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.
Someone hacked my Chase bank account and took 1,950.00. via Zell without my authorization.
Business Response
Date: 10/25/2024
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: 10/30/2024
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.

I have brought the matter to the authority to proceed the investigation.This transaction was not made by me in any kind circumstances.

Regards,
Complaint ID: 22458984

Business Response
Date: 11/07/2024
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.

Initial Complaint

Date:10/21/2024

Type:Billing Issues

Status:

Answered

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 took 2500 of my chase freedom points for a gift card that was supposed to be a multi-purpose gift card. I acquired this card to use it towards my home renovations at the store "Lowe's" and was told multiple times at Lowe's they will not honor this gift card and it is not redeemable for any credit or monetary value.

I have asked chase repeatedly to please return my points since the gift card sent to me DOES NOT WORK AT LOWE's. Chase took my points/money and did not provide me with the service I was promised in return. Shame on you.

The gift card # is ***** ***** ****84 / CVV2: 900 / Valid through 4/31. IT DOES NOT WORK AT LOWE'S BUT YET YOU STOLE MY POINTS.

Business Response

Date: 10/25/2024

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: 11/06/2024

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.

Chase fraudulently took my points under the false pretense that they would be redeemed for a season’s gift card, which was advertised as valid at Lowe’s. I planned to use it while renovating my house, only to discover that the gift card does not work at Lowe’s. I have already returned the non-functional card to Chase, yet they have not returned the points they unlawfully took from me. Chase continues to give me the run around and I am seeking recourse for my stolen points.

select

Desired Outcome:

Contact by the business; Refund

Regards,

Complaint ID: 22449527

Business Response

Date: 11/15/2024

Initial Complaint
Date:09/23/2024
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 reviewed my Consumer Reports and noticed that there was an inaccurate account on my credit report

ACCOUNT NAME: JPMCB CARD

ACCOUNT NUMBER: 414740XXXXXXXXXX

Consumer Reporting Agencies play a crucial role in providing accurate information about consumers. As such, they have the responsibility to ensure that all reported information is as accurate as possible.
I recently contacted JPMorgan Chase Credit Card regarding an account that has been inaccurately reported on my consumer report. I requested a thorough investigation and specifically asked for a copy of the alleged original application, bearing my signature, as proof of this account's validity. To date, they have been unable to provide such documentation.
This lack of evidence is a direct violation of the Fair Credit Reporting Act (FCRA). According to the FCRA, disputed items that cannot be verified with sufficient proof may not legally remain on my credit report.
I respectfully request the immediate removal of this inaccurate account from my consumer report.
Thank you for your prompt attention to this matter.
Sincerely,?

Business Response
Date: 10/01/2024
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.
Initial Complaint
Date:09/18/2024
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.
I am filing this complaint regarding a major issue with Chase's recent website update, which has severely impacted my ability to reconcile my financial transactions.

Issues Encountered:

Expanded Transaction List Resets: After expanding the transaction list to view more details, the list resets every time I navigate away and back. This forces me to repeatedly expand the list to access the needed transactions, which is highly inefficient.

Sort Order Reset: The selected sort order (e.g., by date or amount) does not persist when navigating back from a detailed transaction view to the main list. This lack of persistence in sorting makes navigating through transactions extremely difficult.

Duplicate Transaction Display Issues: When there are multiple transactions on the same date for the same amount, each transaction incorrectly shows the same order number. For example, as illustrated in the attached screenshot, two transactions on August 21, 2024, both list the same Amazon order number, despite being different. This error makes it impossible to differentiate between the transactions and properly reconcile my account.

Difficulty Navigating Back to Transactions: The system fails to return me to the precise location in the transaction list after viewing individual transaction details, instead resetting the expanded list and sort order.

Impact on Financial Reconciliation: Due to these issues, I am unable to reconcile multiple transactions in my account, affecting my ability to maintain accurate financial records.

Despite multiple communications with Chase through secure messaging to address these issues, the responses have been dismissive and unhelpful, suggesting irrelevant solutions like clearing the browser cache or attributing the problem to third-party services.

I urge Chase to investigate and resolve these problems immediately, as they are affecting the usability of their website and my ability to manage my finances properly.
Business Response
Date: 10/01/2024
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: 10/03/2024
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.

None of the issues have been addressed. In fact, Chase’s first level service team apparently incorrectly closed the trouble ticket, so I was asked to submit the info, yet again, which I have done…in great detail.The multitude of new website bugs, still preventing customers from reconciling their financial transactions, must be addressed asap.

Regards,
Complaint ID: 22305604

Business Response
Date: 10/30/2024
We responded to our customer's concerns by email on October 30, 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:09/14/2024
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 Bank has provided the worst customer service I've ever experienced. As a financial institution, they fail to protect their customers' money, and it's disgraceful that they can operate with such incompetence. I'm disgusted by their appalling customer service, which leaves me speechless.

I reported two fraudulent transactions on my business credit card, but their dispute team mishandled the situation by incorrectly categorizing them as billing errors. The transactions in question were $384.35 on June 27 and $1,853.82 on July 1, both on my Ink Preferred card ending in 5263. They approved the dispute for the smaller amount and credited me. However, on September 13, I was charged again for this very same transaction that had already been credited. I have a notice from Chase confirming the dispute was approved.

Both transactions occurred on Alibaba, a Chinese wholesale website, and were shipped to an address in New Jersey—a location where I do not live and have never lived. Despite proving that these were fraudulent transactions and showing that the shipping address didn’t belong to me, Chase only reversed the smaller amount and left me liable for the larger one. After speaking to their fraud department, I was told both transactions were verified as fraud, and I was issued a new card. But even after this confirmation, both charges reappeared on my account on September 13.

How does a company change its stance so often and call this "professional" customer service? It feels like a joke. Chase seems to give customers the runaround to avoid taking responsibility for fraud. I demand that both transactions be permanently reversed, and I want my account closed immediately. I'm sick of Chase playing games, and this matter needs to be escalated to an executive who will take it seriously.
Business Response
Date: 09/20/2024
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.
Initial Complaint
Date:08/30/2024
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.
The company is providing fraudulent information on their Chase Travel website. I booked a flight for my mother (****** *********) for travel from PVD to FLL on September 3, 2024 using my Chase Freedom credit card via the Chase Travel site. I specifically used this method of booking the flight because according to the booking, ticket refunds are allowed (please see uploaded snapshot). There is no "X" or "$" next to the ticket refund category to indicate that it is not allowed or requires a fee as does appear for some of the other categories. My mother was admitted to the hospital on 8/30/24 due to a medical emergency and was scheduled for surgery to take place on 9/1/24 and advised that she should not travel on Tuesday 9/3. I called Chase Travel to indicate I was not seeing the option to cancel online on my end and required their assistance and their response was that ticket refunds are not allowed, despite their website showing so. Trip ID 9G3S8MXBK, Airline confirmation: DSMNRI
Business Response
Date: 09/30/2024
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: 10/02/2024
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: 22222183
Initial Complaint
Date:08/13/2024
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 purchased several pieces of art from several providers in a short span of time. When following up on my finances I found one of the art merchants (“Andy Okay”) had three charges listed on my statement when only two were authorized.

When working with the Andy Okay support / finance department they confirmed that they only received the two authorized payments. The third payment was rolled off my statement when I disputed with Chase, but its clear that Chase was charging me $134 fraudulently and not paying that amount on to the merchant they listed.
Business Response
Date: 08/16/2024
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
Initial Complaint
Date:08/08/2024
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.
Dear Better Business Bureau,

I am writing to file a formal complaint against Chase Bank regarding the unacceptable behavior of multiple customer service representatives, the unauthorized disclosure of my sensitive personal information, and the lack of progress on my account investigation.

On July 31, 2024, I spoke with ********* **** ** *******, as I was calling about my credit card account. During the conversation, Ms. ******** read back my full Social Security number without my authorization. When I expressed concern about this unauthorized disclosure, she became defensive and made rude comments.

I requested to speak with her supervisor, who also defended the representative's actions and claimed it was acceptable to read back my full Social Security number.

Subsequently, I spoke with ***** from the Executive Office on today 08/08/2024. ***** exhibited unprofessional behavior by interrupting me, dismissing my concerns, and refusing to provide requested information. He also claimed that Chase policy allows for the full recitation of a customer's Social Security number without explicit authorization.

To date, I have not received any updates on the investigation into my account issue. The lack of communication and progress is extremely frustrating.

I request that the Better Business Bureau investigate this matter and hold Chase Bank accountable for its actions. I am seeking a resolution that includes appropriate disciplinary action for the representatives involved, a full and transparent investigation into my account issue, and the implementation of policies to prevent unauthorized disclosure of sensitive personal information.

The unauthorized disclosure of my sensitive personal information, including my Social Security number, has caused me significant distress and anxiety. I am concerned about the potential for identity theft and financial harm

Thank you for your attention to this matter.

Sincerely,
Business Response
Date: 08/19/2024
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.
Initial Complaint
Date:08/05/2024
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.
I have tried to file a trip cancellation claim due to our flights being canceled leaving us stranded in Vancouver. I supplied ALL of the documentation requested by eclaimsline and chase but my claim is STILL being denied stating that I didn’t show a document showing any credits or refunds the airline gave me. I have attached everything from Expedia and WestJet showing I was never given a single credit or refund. I have even attached my credit card statement supporting this information. My claim still gets denied asking me to show any refunds or credits. I was told if I don’t provide this information in 60 days that my claim would be permanently denied and I would not get a refund. I once again called and explained that I gave them everything. The rep always says yes everything is submitted properly and is now under a “internal review”. After a few days I get the same email stating I have to show where they gave me credits and refunds. I once again show them my credit card statement along with WestJets statement where I’m not entitled a refund due to Canadas policies on things outside the airlines control. Expedia also said they follow WestJets refund policy which is again no. At this point, all of the promised benefits of travel protection are seeming like a scam as they keep repeating the same email over and over and I call them BEGGING to tell me what to supply them and they tell me I have submitted everything properly. My claims benefit number is *********5-001.
Business Response
Date: 08/13/2024
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.

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JPMorgan Chase Credit Card is NOT a BBB Accredited Business.