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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

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    Customer Complaints Summary

    • 4,840 total complaints in the last 3 years.
    • 1,598 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/31/2022

      Type:Product Issues
      Status:
      Resolved
      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 had not got notification (as setup) for overage charges, and they processed 5 NSF's on the transactions at once. Posted October *****. I called customer service, and they refused to assist. I would have gladly transferred money over to avoid 5! fees at once.I'm hopeful Chase can work with me, this one time, to get that $170 removed.

      Customer Answer

      Date: 11/03/2022

      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.

      Absolutely excellent customer service and they reached out immediately to resolve this concern. I am very impressed with their consideration on the matter and friendliness. 


      Sincerely,

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



       


    • Initial Complaint

      Date:10/28/2022

      Type:Service or Repair 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.
      I was charged two $34 nsf fees in one day. They told me I had until 11:00 to get money in account which I did but I was still charged fees. I cannot afford $68 dollars in fees it seems like they don’t understand that we are in a recession and a lot of people are struggling

      Business Response

      Date: 11/02/2022

      We responded to our customer's concerns by phone on November 1, 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:10/28/2022

      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.
      Recently, I tried to make a transaction using Zelle. The transaction was blocked, citing suspicious activity, so I called Chase. The lady on the phone verified my information, then told me that everything was all set to go and try again. I tried again and the transaction was declined. So, I called Chase bank again. This time the lady on the phone, ****** I believe her name was, was extremely rude and hung the phone up on me and locked my account without reason. I called a third time, and I was informed that I shouldn't use Zelle with my Chase account as it would always reject any payment I tried to make. When asked if I have ***** as part of my account I was assured that I did but that I was not allowed to use it. No reason was given, I was simply told not to use Zelle. I was promised this feature as part of my account when I signed up for the account. However, it seems as if Chase has lied to me and made it clear that I can't use this feature. So, I was hung up on and then told I was not allowed to use Zelle. I would like Chase to explain to me why I was told not to use my Zelle account and I would like to be reimbursed for the time I spent on the phone before being hung up on.

      Business Response

      Date: 11/09/2022

      We responded to our customer's concerns during our telephone call on November 9, 2022. To protect our customer's privacy, we are not providing you with a copy of any details of our resolution. Our customer may use their discretion in sharing our response directly with you.

    • Initial Complaint

      Date:10/27/2022

      Type:Product 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.
      1: We noticed one of the vendors that we were using Globalization partner charged us didn't get any authorization for $3,705.32, so we contacted Chase immediately via Secure message immediately on Sep 29th at 9:10 PM. The original message is attached below.
      A: We requested a refund.
      B: We want to stop all future payments from this vendor.

      2: Then we contacted Chase via secure message on Chase online banking again on Oct 3th, Oct 5th, Oct 6th, Oct 8th, and Oct 10th as well for the same request: We want to stop all future payments from this vendor.

      3:
      Yet, we got charged again on Oct 11th for $7,926.43. Even though we wrote to Chase 5 times in half a month period.

      4: And today we called Chase again, and we got transferred 6 times back and forth between their dispute department and customer service department, however, their customer service Pauline told us they cannot do anything and cannot be refunded. So in total, we lost over 10K, because Chase cannot stop the ACH on time.

      5: And they told us the claim that we filed on their secure message system was already closed, even though we didn't receive any notification. And there is no instruction on how to continue the claim.

      We would like to get a refund of the $7,926.43 from Chase because Chase didn't block the transaction. (First unauthorized transaction it is the vendor's issue, however, second transaction after we informed Chase for half a month, and we still get charged it is for sure Chase's responsibility. )

      Business Response

      Date: 11/09/2022

      We
      responded to our customer's concerns by phone on November 8, 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: 11/18/2022

      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]


       

      1: Someone from the executive team called us and had no intention to help us solve this. Instead that they blame us that we should NOT only use the secure message system on their online banking, and we should've gone to their branch to solve this. (even though no one told us this before and we assume that Chase provided this customer service channel which means they can solve this via this channel. )

       2: Also we told them very clearly during the call that we give full authorization to inform BBB about the details, but in their current response they said something about protecting our privacy? Looks like they just cannot find a good reason to explain to BBB. And in writing here we provide full authorization to Chase to disclose the details about our case to BBB in order to solve this ASAP. 

      3: Meanwhile waiting for the BBB confirmation, we also sent the secure message again via Chase online banking to tell them that we cannot send the additional proof via the fax that was provided. (They only accept proof sent via fax or mail.) But they just ignored my message on 2 secure messages again and closed our claim anyway. Please see the attachment here. 

      4: We called our business relationship manager from the Chase branch and provided him detail information and filled up 2 more claim docs with the banker, and the banker (****** ***) confirmed that they sent the message to the claim department. However, customer service told us the case was closed anyway and they simply forgot that they received the proof from the banker as well. Please listen to the customer service call recording attached for proof. **********************************************************************************

       5: After the banker helped us send out the request to their back office, the banker's manager **** (Not sure if it is the correct spelling) called us as well and said their team will back off from helping us. Because this potentially can be a lawsuit. And they will let us handle this with the claim department alone or just sit on the call and will not provide any further helps. So basically the only business manager/banker was at least trying to mitigate this cannot help anymore. 

      6: Besides the 2 claims, last week we also filed an amendment for one of our wire transactions. The banker told us it would take 3- 5 business days. However, after 7 work days, it is still not received by the China receiving bank. And we cannot pay our other office employees' salary on time. 

      And the most surprising thing is that the wire department said they do NOT have enough people to handle the wire customer service, and the ONLY way to make sure the message is sent is via Secure message AGAIN. Basically, our banker and the executive office told us to DO NOT use the secure message to send a request even though it is provided. And the wire department is saying the ONLY way to handle this for sure is via the Secure Message system. Please listen to the customer service call recording attached for proof. **********************************************************************************

      What should we know about all of these as regular customers?


       


       


       


       


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




      Sincerely,



      *** ***









       

      Business Response

      Date: 12/19/2022

      We responded to our customer's concerns by letter on 12/19/2022. 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:10/26/2022

      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.
      I filed a fraud report on a account that I was beneficiary to and I have not heard anything about the fraud report. The POA on the account was able to transfer money from the account and then was working with a Chase employee in ********** ***** to clean the account out

      Business Response

      Date: 12/14/2022

      We responded to our customer’s concerns in our phone
      call on December 14,
      2022. To protect our customer’s 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.

    • Initial Complaint

      Date:10/24/2022

      Type:Product 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.
      We moved from ** to ** where there are no Chase banks. We had to transfer some funds into our TN accounts, which our bank here did as a debit card transaction (We confirmed this with our bank.) Chase charged us $305 total in fees in fees for these transactions, claiming they were cash advances subject to a 3% fee because the transactions were processed by a teller. We called to request a refund of the fees and we straight up refused by 2 agents and their supervisor. Sorry, there is nothing we can do. Its our policy. Our bank in TN confirmed these were processed as a debit card transaction and Chase wrongly assessed ridiculous fees. We have 9 accounts at Chase between our individual accounts and business accounts- Chase would have made up the $305 credit back to us in less than 3 months in service fees. We will be closing our accounts immediately and not giving Chase another dime of our money if we are not credited all fees back.

      Business Response

      Date: 10/21/2022

      We responded to our customer's concerns by phone on October 20, 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.

      Business Response

      Date: 11/04/2022

      We responded to our customers concerns in our phone call on November 4, 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.

    • Initial Complaint

      Date:10/24/2022

      Type:Product 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.
      Hi
      I sent in August 2022 1040$ from Chase to Hong Kong **** bank( wire tranfer)
      My partner in Hong Kong didnt receive it
      I went to branch office of Chase bank to make a claim to refund money back
      Since that time i didnt get any proper response where is my money. I did go to the branch 10 times since then and every time they do not have a response. I need my money back immediately.

      Business Response

      Date: 10/31/2022

      We
      responded to our customer's concerns by phone on October 28, 222.  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:10/24/2022

      Type:Service or Repair 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.
      On 9/2/22 I opened a savings account with Chase and deposited a check in the amount of $25,000. The check was a settlement check from ********************* The bank advised there would be a 5 day hold maximum. To date, they have not released the funds after numerous calls and attempts to resolve any conflicts. State Farm is their customer as well and confirmed the check was cashed by Chase. Chase is alleging the check is fraudulent after multiple verifications with State Farm that the check was valid and the amount was correct. Chase closed the bank account and is refusing to release the monies to us. We have even gone into the branch to seek assistance and the branch manager verified the check was legitimate but the investigation department will not release the money to us. This has caused extreme financial hardship and we have no other recourse. They continue to put us off telling us to give them another week to verify. We are going to seek legal advice as well but really need assistance to receive our monies. Please contact me as soon as possible. If any additional documents are needed please advise. Thank you.

      Business Response

      Date: 10/26/2022

      We responded to our customer's concerns by phone on October 25, 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:10/20/2022

      Type:Service or Repair 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.
      on 07/08/2022 I got scammed by trying to open a cash app account & gave info. for a scammer that gave access to my laptop! at 07/08/2022 I realized that they have access to my chase accounts so I called in chase 07/08/2022 at 12:54 pm on phone number *********** to please close all my accounts ! but they did not close my debit card that gave the scammer a chance to buy a gift card in amount of $500 from dollar general! I tried to get my money back from chase but they refused by saying me cannot refund gift cards by seeing wats going on I went to nearest chase branch in ********** ** to stop the account! my first responds for these was sorry you need appointment for this nobody available now ! but I refused to walk away & one worker by the drive thru she helped me in the end to change account number but my $500 never got back ***************************

      Business Response

      Date: 11/09/2022

      We responded to our customer's concerns by phone on November 8, 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: 11/17/2022

      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]

      answer from chase was  that the gift cards was purchased with a pin & is non refundable !

      sorry but its a legal crime that i asked chase to close my account at 12:57 pm & they closed only my credit card not my debit card and at 3:02 pm money was taken out my account even with a pin is a crime  

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 12/20/2022

      We responded to our customer's concerns in our letter dated December 20, 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: 01/02/2023

      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: they did not answer my complaint ! watt they say say in other wards is that even you call in to close your debit card it will not be closed in will remain open until mid night .giving a good chance for a scammer to empty your account ! ]

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:10/20/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 September 4th, I requested a **** from ** ******** *o my address in Howard Beach. I got dropped off with no issues but the driver didn’t end the ride and he drove to *** airport. I got charged $20.71 more than what I was supposed to at the end of it. I contacted **** and they had no issue refunding the money but then they told me there was an issue processing the refund and contact my bank, which is Chase. I did a claim for the amount and was given credit for it, until today. Chase took the money back and claim **** sent proof that the charge was authorized and there was no grounds for a credit. Going back and forth has gone nowhere and I’m just looking to resolve this.

      Business Response

      Date: 10/27/2022

      We
      responded to our customer's concerns by phone on October 26, 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: 11/07/2022

      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,



      ***** ******
       





       


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

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