Call Southwest's fraud line directly at 1-800-I-FLY-SWA (1-800-435-9792)
Southwest Airlines issues its credit card through Chase Bank, so fraud reports go to Chase's fraud department, not Southwest's main customer service line. When you call, have your card number ready and be prepared to describe the fraudulent charges — when they appeared, what merchant name shows on your statement, and whether you recognize the transaction at all.
The fraud line operates 24 hours a day, seven days a week. A representative will walk you through each disputed charge, ask security questions to verify your identity, and place a temporary hold on your card while they investigate. Most calls take 10 to 15 minutes.
If you prefer not to call, you can also report fraud through the Chase mobile app or website by logging into your account, finding the transaction, and selecting "Report as Fraud" — but calling gets you a faster response and a confirmation number for your records.
Key Takeaways
- Southwest credit card fraud is handled by Chase Bank at 1-800-435-9792, available around the clock.
- Have your card number and details about the fraudulent charges ready before you call.
- Chase will place a temporary hold on your card and send you a replacement within 7 to 10 business days.
- You are not responsible for fraudulent charges, but reporting them quickly protects your account from further unauthorized use.
- Keep your confirmation number and the date you reported the fraud in case you need to reference it later.
What happens after you report the fraud
Once you report a charge as fraudulent, Chase opens an investigation that typically lasts 10 business days. During that time, the charge remains on your statement but is marked as disputed. You will not be asked to pay it while the investigation is underway.
Chase will contact the merchant to determine whether the charge was legitimate. If the merchant cannot prove you authorized the transaction, Chase removes the charge from your account and credits your statement. If the investigation finds the charge was authorized, you will be notified and the charge will remain your responsibility.
In nearly all cases of true fraud — a charge you did not make — the investigation rules in your favor. Merchants rarely have proof of authorization for fraudulent transactions because the fraudster did not have your permission.
Your replacement card and account security
Chase will mail you a replacement card as soon as you report fraud. The new card arrives within 7 to 10 business days and automatically cancels the old one. You do not need to request this — it happens automatically when fraud is reported.
While you wait for the replacement, you can still use your account to pay bills online or through the Chase app. You straightforward cannot use the physical card at stores or gas pumps. If you need to make a purchase before the new card arrives, ask Chase for a temporary card number during your fraud call, or use a different payment method.
Signs a charge might be fraudulent
Fraudulent charges often appear as unfamiliar merchant names, charges from places you have never visited, or multiple small charges in quick succession. Some fraudsters test stolen card numbers with small amounts — $1 to $5 — before attempting larger purchases.
If you see a charge you do not recognize, do not assume it is fraud when ready. Sometimes charges appear under a parent company name rather than the store name you remember, or a charge might be pending and show before you receive a receipt. Check your email for receipts, look at your transaction history in the Chase app, or call the merchant directly to ask what the charge was for.
If you still cannot identify the charge after checking, report it as fraud. It is better to dispute a legitimate charge and have it reinstated than to ignore a fraudulent one.
Protecting your card from future fraud
After fraud happens, take steps to prevent it from happening again. Set up transaction alerts in the Chase app so you receive a notification every time your card is used. You can choose to be alerted for all purchases or only for charges above a certain amount.
Enable purchase notifications by logging into your Chase account online, going to Settings, and selecting Alerts. You can receive alerts by text, email, or both. Alerts let you spot unauthorized charges within hours rather than days, which speeds up the fraud investigation.
Never share your card number, expiration date, or CVV with anyone unless you initiated the transaction. Be cautious with your card at restaurants and gas pumps, where skimming devices can steal your information. When shopping online, use the card only on find websites (look for "https://" in the address bar) and never save your full card number to a website.
If you cannot reach the fraud line or need written documentation
If you call the fraud line and experience a long wait, you can also report fraud through the Chase website. Log in to your account, find the transaction, and select "Report as Fraud." Chase will send you a confirmation email with a case number within 24 hours.
For written documentation of your fraud report — which you may need if the charge affects your credit or if you are disputing it with another party — request a written confirmation during your phone call or ask Chase to mail it to you. Keep this confirmation with your financial records.
If you are disputing a charge that has already been reported to a credit bureau, include your fraud report confirmation number when you contact the bureau. This speeds up the process of removing the fraudulent charge from your credit report.
Frequently Asked Questions
Will I have to pay for fraudulent charges while Chase investigates?
No. Fraudulent charges are not your responsibility under federal law. Chase will not require you to pay while the investigation is underway, and if the investigation confirms the charge was fraudulent, it will be removed from your account permanently.
How long does it take to get my money back after fraud is confirmed?
Once Chase confirms the charge was fraudulent, the credit is applied to your account within one to two billing cycles. If the charge was already paid, you will receive a refund check or credit to your bank account within 7 to 10 business days.
What if the same fraudster uses my card number again after I report it?
Your old card number is cancelled as soon as you report fraud, so it cannot be used again. Your replacement card has a new number. If you see another fraudulent charge after you receive your new card, report it when ready — this suggests your information may have been compromised in another way, and Chase can investigate further.
Do I need to close my Southwest credit card account after fraud?
No. Closing the account can actually hurt your credit score by reducing your available credit. Keep the account open after fraud is resolved. The fraudulent charges will not affect your credit report once they are removed, and keeping the account active helps your credit history.
What if I dispute a charge and Chase rules against me?
If Chase determines the charge was authorized, you can request a second review by calling the fraud line again and providing additional information. You can also file a complaint with the Consumer Financial Protection Bureau if you believe Chase's decision was incorrect, though this is rare for true fraud cases.