How to report fraud on a Chase credit card
Call Chase's fraud line when ready at the number on the back of your card. This is the fastest way to report unauthorized charges. Have your card and a list of the fraudulent transactions ready when you call — the representative will ask you to confirm your identity, describe what happened, and identify which charges are not yours.
Chase will cancel your current card and issue a replacement, usually within 5 to 7 business days. The representative will also place a fraud alert on your account and may freeze it temporarily to prevent further unauthorized use. You do not need to visit a branch; everything happens over the phone.
If you prefer not to call, you can also report fraud through the Chase mobile app or website by going to your account settings and selecting the fraud reporting option. However, calling is faster because a representative can when ready lock your account and begin the investigation.
Key Takeaways
- Call the fraud number on the back of your Chase card as soon as you notice unauthorized charges — this is faster than online reporting and locks your account when ready.
- Chase will not hold you responsible for fraudulent charges under federal law, but you must report them within 60 days of receiving your statement to protect yourself.
- Your replacement card typically arrives within 5 to 7 business days, and Chase will cancel your old card to prevent further use.
- You will receive a temporary card number or digital card option while you wait for the physical replacement if you need to make purchases urgently.
- Keep records of all fraudulent transactions and the date you reported them, as Chase will ask for these details during their investigation.
What happens after you report the fraud
Chase opens a fraud investigation and assigns it a case number. You will receive this number by phone or email — write it down and keep it. The investigation typically takes 10 business days, though complex cases can take longer. During this time, Chase reviews the transactions, checks for patterns, and contacts merchants if needed.
Once the investigation closes, Chase will send you a letter explaining the outcome. If the charges are confirmed as fraudulent, they are removed from your account and you owe nothing. If Chase determines a charge was authorized (for example, if someone had your card number but you made the purchase), you will be responsible for it.
While the investigation is underway, the fraudulent charges remain on your account but are typically marked as disputed. This means they do not count against your credit limit or your payment due date. You only pay for charges that are confirmed as legitimate.
Your liability for fraudulent charges
Under the Fair Credit Billing Act, you are not responsible for unauthorized charges on a credit card once you report them. Your maximum liability is zero — Chase absorbs the loss. This is different from debit cards, where your liability can be higher if you wait too long to report fraud.
However, you must report the fraud within 60 days of the date the statement containing the fraudulent charge appears in your account. If you report after 60 days, Chase may hold you responsible for some or all of the unauthorized charges. This is why checking your statement regularly — at least monthly — matters.
If someone has your card number but not the physical card, you still have zero liability as long as you report it. The same protection applies whether the fraud happened online, over the phone, or in person.
How fraudsters get your Chase card information
The most common sources are data breaches at retailers or websites, phishing emails that trick you into entering your card details, and skimming devices placed on ATMs or gas pumps. Fraudsters also buy stolen card numbers from dark web marketplaces. In some cases, someone with access to your mail steals your physical card before it arrives.
Skimming is particularly hard to detect because the device looks like part of the machine. Always inspect the card slot before inserting your card, and cover the keypad with your hand when entering your PIN. If something looks loose or out of place, use a different ATM or pump.
Phishing emails often look like they come from Chase and ask you to "verify your account" or "confirm your information." Chase will never ask for your full card number, PIN, or password in an email. If you receive a suspicious email, do not click any links — instead, call the number on the back of your card to verify whether the email is real.
Steps to prevent fraud on your Chase account
Enable purchase notifications in the Chase app so you receive an alert every time your card is used. This lets you spot fraudulent charges within hours rather than days. You can set the alert threshold — for example, to notify you of all transactions or only those over a certain amount.
Use Chase's virtual card number feature if your card supports it. This generates a temporary, single-use card number for online purchases, so your real card number is never shared with the merchant. If that merchant is breached, the fraudster gets a number that is already expired and useless.
Set up two-factor authentication on your Chase online account. This requires you to enter a code sent to your phone whenever you log in from a new device, making it much harder for someone to access your account even if they have your password.
Monitor your credit report through AnnualCreditReport.com, which is free and federally mandated. If a fraudster opens new accounts in your name, those accounts will appear on your report. Checking once a year catches identity theft early, before serious damage occurs.
What to do if your Chase card is lost or stolen
Call the fraud line on the back of your card when ready, even if you have not yet seen fraudulent charges. Chase will cancel the card right away and send a replacement. If your card is lost, it may turn up later, but the canceled card cannot be used.
If your card was stolen along with other personal information — for example, your wallet contained your ID and Social Security card — consider placing a fraud alert or credit freeze with the three credit bureaus (Equifax, Experian, and TransUnion). A fraud alert tells lenders to verify your identity before opening new accounts in your name. A credit freeze blocks lenders from accessing your credit report entirely, which prevents new accounts from being opened without your explicit permission.
You do not need to file a police report for credit card fraud unless the card was part of a larger theft or identity theft. However, if you suspect identity theft — for example, if accounts have been opened in your name — filing a report with your local police creates an official record that can help when disputing fraudulent accounts.
Disputing specific charges if the fraud investigation does not resolve them
If Chase's investigation concludes that a charge was authorized when you believe it was not, you have the right to dispute it further. Request a copy of the investigation results and the merchant's documentation. If you believe Chase made an error, you can ask for the investigation to be reopened.
Document everything: the date you reported the fraud, the case number, the names of representatives you spoke with, and the dates of those conversations. If you need to escalate the dispute, this record proves you acted promptly and in good faith.
You can also file a complaint with the Consumer Financial Protection Bureau (CFPB) if you believe Chase handled your dispute unfairly. The CFPB investigates complaints and can require Chase to respond. This is a free process and does not require a lawyer.
Frequently Asked Questions
How long does it take for fraudulent charges to be removed from my account?
Chase typically completes the investigation within 10 business days, though some cases take longer. Once confirmed as fraudulent, the charges are removed when ready. While the investigation is underway, the charges remain on your account but are marked as disputed and do not count against your available credit.
Will fraud on my Chase card hurt my credit score?
No. Fraudulent charges that are reported and confirmed do not appear on your credit report. Your credit score is based on your payment history and credit usage, not on fraud. However, if you miss a payment while disputing charges, that missed payment can hurt your score.
What if I recognize the merchant but did not authorize the charge?
Report it anyway. Sometimes a merchant charges twice by mistake, or a subscription continues after you thought you canceled it. Chase will investigate and determine whether the charge was authorized. If you did authorize it but forgot, Chase will let you know during the investigation.
Can I use my Chase card while the fraud investigation is happening?
Your old card is canceled when ready, so you cannot use it. However, Chase will issue a temporary card number or digital card that you can use right away for online and mobile purchases. Your replacement physical card arrives within 5 to 7 business days.
What should I do if the same fraudster strikes again after I report the first incident?
Call the fraud line again and report the new charges. Let the representative know you have already reported fraud on this account. Chase may investigate more thoroughly if there is a pattern, and they may offer additional security measures like a chip card or enhanced monitoring.