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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

    • 4,844 total complaints in the last 3 years.
    • 1,603 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/08/2022

      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.
      During the summer, there was a change and a mistake made concerning my pay. I work for a school. this caused a great strain as I was already struggling. I have to date this year this accrued about 15 insufficient fund fees. I reminded the bank officials that I elected not to have any type of 'overdraft protection' (there was a box to check). however whenever the money is not there, they pay it anyway. Whenever I have called to complain they say 'well, we do it as a courtesy to the customer if it is a reoccurring bill'. I've asked them several times to not do this and what was purpose of asking me if I want them to pay businesses when the money is there if they were going to do it anyway. I also think that they intentionally post charges out of order so they can charge more fees. I've since learned about the overdraft Protection act of 2021 and i believe this is an illegal practice

      Business Response

      Date: 09/16/2022

      We responded to our customer's concerns by phone on September 15, 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:09/08/2022

      Type:Customer Service 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.
      My mom died on April 12, 2022. Chase has a 45 "waiting period". I informed Chase Bank(***** ****** ********) of my mom's death and I scheduled a meeting on May 30, 2022 with ***. I asked if I needed to bring anything for the meeting and was told no. When I arrived for my appointment, I was asked where was my signed affidavit. I told *** that I had no idea what that was because she said that I didn't need to bring anything. I went the next after getting an affidavit. I thought after I gave all the info that Chase needed that they could just transfer my mom's bank account into my Chase bank account since I'm her only child/heir. But, I was informed that they only do cashier checks and send them thru *****. I haven't yet the cashier check (over $16k in value) twice now and I'm still waiting for Chase to "cut it" for a third time. Chase blames ***** and ***** blames Chase. I believe both are at fault. Chase: not informing ***** of the value (over 16k) and not asking ***** for a direct signature delivery (***** requires this for every item valued over $500). *****: For not delivering the check. On 9/1/2022, I called Chase Decedent Processing (I've called them many times) but, this time was different, they transferred to a supervisor. The supervisor looked thru my file and the notes from Chase, she informed me that the employees that I've been talking to (*** and **** the branch manager) haven't filed my affidavit of lost check, this was according to the notes from Chase "back office". This supervisor told me to try to contact ***/**** but both of them conveniently transferred to different branches and no one at the ***** Chase branch would tell me besides we can't give out that info. I was able to find which branch *** transferred. I've tried to see *** and she's always "busy" and only appointments are when I'm not available. All I ask is for me to finally get my mom's money, this has caused enough stress/worry on me as I'm still dealing with the lost of my mom. Thanks!

      Business Response

      Date: 10/05/2022

      We
      responded to our customer's concerns by phone on October 4, 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:09/08/2022

      Type:Order 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 deposited my paycheck on 9/2/22. I am the sole proprietor of an optometry *** Today is 9/7/22 and the check has yet to clear. Even with the Labor Day weekend passing, the check should have cleared by now. To add insult to injury, they put a HOLD on my check UNTIL SEPTEMBER 14!!!!!. Now, I have bills to pay and a business to run, I don't have time for this nonsense. If this is how Chase does business with their customers, then I'd rather set up a ** with another bank with better service. I have a copy of the check which DID clear, but Chase still refuses to release the funds.

      Business Response

      Date: 09/20/2022

      We
      responded to our customer's concerns by phone on September 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:09/06/2022

      Type:Customer Service 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.
      Found out this morning that chase bank has placed ad restriction on my account, I've been with chase bank for close to 20 years. They won't tell me what the restrictions are for, or give me access to my money, they said that they will mail me a check in 7 to 10 business days, in the meantime I have no way of paying my bills or taking care of my children. I feel discriminated against and would lime some help

      Business Response

      Date: 09/21/2022

      We responded to our customers concerns during our conversation on September 12, 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:09/06/2022

      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.
      To BBB,
      On April 25, 2022 I was scammed out of $498.66 using my Chase checking account and Zelle. I have contacted Chase Bank numerous times.
      On August 24, 2022 ***** from Chase Bank finally returned my call. He said Chase has so many transfer transactions they can’t verify if the recipient might be suspicious or fraudulent. Chase should change its policies to better protect its customers from fraud.
      ***** could not or would not tell me why Chase did not freeze the Entergy Dept. Account immediately when I told them about the suspected illegal activity. If Chase had I would have gotten my $498.66 back after a thorough investigation.
      I know that legally Chase does not have to refund me my money but I would like an answer to the questions I have brought up.
      Sincerely,
      ***** ***** September 2, 2022

      Business Response

      Date: 09/14/2022

      We responded to our customer's concerns by letter on September 14, 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: 09/29/2022

      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:


       On April 25, 2022 I was scammed using Zelle and my Chase bank account.. I authorize two transactions one for $498.66 and one for $1400 both to the same recipient “Entergy Dept”. Chase approved the one for $498.66 and rejected the one for $1400 saying it look fraudulent. I immediately realize they were both fraudulent and ask Chase to unauthorize the one for $498.66 and ask the recipients bank to put a freeze on the account until a thorough investigation took place to determine if it was fraudulent. Chase did not do so.

      on September 14, 2022 Chase sent me a letter stating:

      on April 25, 2022 I made two transactions using Zelle and my Chase bank account. One was for $499.66 and the other for $1400.00 both payable to Entergy Dept. Chase let the first when you go through it said the second one for $1400 look fraudulent and did not process it. I realize that both were fraudulent and ask Chase to unauthorize The first transaction and to ask the recipients bank to put a freeze on their account until a thorough investigation is complete. Chase did not do so instead on September 14, 2022 they sent me a letter stating that:
      We received your complaint and cannot change our decision or continue to respond to you about it unless we receive new information that could affect our decision. We consider our position to be reasonable, accurate and final. You authorize the $498.66 Zelle transaction to 
      Entergy Dept on April 25, 2022, when it was sent. As a result, it is not considered fraud. 
      we will only notify the receiving bank of a fraudulent Zelle transaction in cases of fraud and when we submit a recall request for the transaction based on a claim. We did not send a notification of fraud to the recipient bank because we could not file a claim for a transaction that you authorized.

      Chase should have helped me unauthorized the transaction and put a freeze on the recipients account so that I could get my $498.66 back.

      Chase should do a better job at protecting its customers from fraud.

      Sincerely, ***** *****


       


       


       


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




      Sincerely,



      ***** *****









       

      Business Response

      Date: 10/12/2022

      We responded
      to our customer’s concerns in our letter dated September 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:09/01/2022

      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.
      Someone is using my address for their business called, virtual freedom of working. I have no such business by that name and I don't run a business at all.

      I am asking you all to flag this business name so that they can no longer do anything with your company through that name. I will also be reporting them to the credit agencies but you all must block that name and no longer send me mail with that name.

      The mail you sent me was for a credit card off for that business. They're using my address and that's a form of fraud. If you allow them to sign up for anything using that business name you're helping them to commit fraud. I only have 2 cards through your bank, both are with my name only, not a business name.

      Business Response

      Date: 09/30/2022

      We responded to our customer's concerns by email on September 30, 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: 10/03/2022

      I received a response from Chase and they took care of the issue. Very grateful, thank you Chase for taking the issue seriously!

    • Initial Complaint

      Date:08/31/2022

      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.
      On 8/29/2022 at 5:15PM, I tried to deposit my rent money using the drive-thru ATM as I’ve always done. This time instead of using the outer ATM machine I used the one in the middle lane. I went to deposit 27-$20 bills in at the same time which equals $540. The machine started making noises and a circle was on the screen. After 20 seconds it said it could not accept all of the bills. It kicked back $380 then another $40 totaling $420. Then it said, “sorry we’re having trouble, please call this number to make sure your deposit went through.” I called the number and it surely didn’t! A Chase rep transferred me to a Claims Rep and a dispute was filed. I was told I’d get credit immediately. When I see no credit was given I called again this morning and the rep says the “system” says I have to wait 10 days. This is unacceptable! I have bills to pay now! How do you just take someone’s money and tell them they have to wait for it? No!

      Business Response

      Date: 09/20/2022

      We
      responded to our customer's concerns by phone on September 15, 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:08/29/2022

      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.
      I got $2,300 stolen from my bank account on Friday, August 12th at approximately 3:46pm (Central Time). $400 was stolen from an ATM and I had my debit card in my posession, it was not stolenthe person somehow knew my PIN number for my debit card. $1,900 was stolen electronically not sure how exactly. I filed a claim with Chase for the $400 and a separate claim on the $1,900. Due to me being out of town, I filed a police report with the Cook ************************ on Sunday, August 14th. I faxxed over that police report to Chase on Thursday, August 18th only for the $1,900 claim (they requested the police report after doing their own research). They denied the $400 claim, but then approved the $1,900 claim and put it in my bank account. I then walked into a Chase Bank branch told a worker about my issue and how they denied my $400 claimthen the worker helped me fax over the police report for that claim to try and re-open the investigation. I called them to follow up and they denied the $400 claim again.

      Customer Answer

      Date: 09/02/2022

      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:08/29/2022

      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.
      Date of Transaction: 8/17, 8/26 Amount of Money lost in scam: $3000 What the business committed to provide you: No help Situation: I reached out to this Chase bank, my local branch, to ask them for assistance in how to get my money back as I was scammed out of $3000 by using Zelle through them. Someone hacked my trusted friends email account and asked if I could send ***** for a purchase I had made instead of check on 8/17. I sent it and found out on 8/25 that it was a scam. When I went to Chase, they said they could not take any liability or help me. A after several phone conversations with Chase after hours line, an in person appointment with THIS branch, and a phone conversation with Zelle where they refused to even let me discuss my case number/inquiry number with them, everyone came to the same consensus, I probably wouldn't be getting my money back as there was nothing they could really do to help me. My local branch did nothing to advocate on my behalf when I went in for the appointment. They could not even call ***** to speak to them on my behalf. Zelle is deemed safe through chase according to advertisements, yet, when I called the after hours chase they said they "didn't recommend customers use it." When I signed with chase I was not notified of this stipulation. I have submitted a police report and Chase refused to send it to Zelle on my behalf or provide any of the details to Zelle even though I was not allowed to speak to Zelle.

      Business Response

      Date: 09/08/2022

      We responded to our customer's concerns by letter on September 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.

    • Initial Complaint

      Date:08/24/2022

      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.
      Chase notified me that I had received a parking citation in the city of Boston on May 6, 2022 and that they had paid it on my behalf. This ticket did not belong to me. The City of Boston mistakenly listed my license plate number on the notice they sent to Chase. I have reached out to the City of Boston which has confirmed that the ticket was not issued for my vehicle. I have provided that proof to Chase. The first item I sent them was a screenshot from the City of Boston website, where if I attempt to pay for the ticket online, it clearly shows someone else's license plate number tied to the ticket. The second piece of proof I sent was something in writing from the Parking Clerk's Office confirming that the mistake was on their end and that I was not ticketed. As of August 23, the charge is still on my Chase Auto account. I would like it removed as I am not responsible for reimbursing Chase for a ticket that is not mine.

      Business Response

      Date: 09/01/2022

      We responded
      to our customer's concerns during our telephone call on August 29, 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.

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

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