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Frequently asked questions

Fraud

What is phishing?

Phishing (pronounced "fishing") is a type of criminal activity that uses fraudulent techniques to trick you into providing sensitive information. An attacker might send an email that appears to be from a reputable company you do business with, such as your bank. The email asks you to reply to the email or go to a website that looks like your bank's site and then give your user name, password, account number, personal identification number (PIN), Social Security number or other personal information.

Scammers might also contact you by text message or by phone. For example, you could get a text message from a phone number you don't recognize that says your bank account will be closed, frozen or terminated unless you call a phone number or go to a website listed in the message and then give your personal and account information.

If you have any doubts about whether an email, phone call or text message is actually from us, please call the toll-free number on the back of your credit/debit card or the toll-free number on your statement. We'll help figure out if you're dealing with a scam.

Don't reply to an email, phone call or text message that does these things:

  • Requires you to give your personal or account information either directly in the email or on a website the email sends you to. Some attackers, for example, use pop-up windows on Web pages to ask for your confidential information.
  • Threatens to close or suspend your account if you don't take immediate action
  • Invites you to answer a survey that asks you to enter personal or account information
  • Tells you your account has been compromised, then asks you to give or confirm your personal or account information
  • Tells you there are unauthorized charges on your account, then asks you to give your personal or account information
  • Asks you to confirm, verify or update your account, credit card or billing information

You can also forward a suspicious email message to us at abuse@chase.com. We'll send you an automated response to let you know we got the message, and we'll follow up with you, if necessary, within a few days.

What protection do I have if I already responded to a phishing attempt?

Each situation is different, so it's best to call us as soon as possible. We'll work with you to decide the best course of action based on the type of data you shared and the situation. Please call us at one of these numbers:

Checking and Savings Customers
1–800–935–9935
1–713–262–3300 (outside the US)

TTY Support
1-800-CHASETD
(1–800–242-7383)    

Chase Premier Platinum Customers
1–888–262–4273

TTY Support
1-800-CHASETD
(1–800–242-7383)    

Mortgage Customers
1–800–848–9136

TTY Support
1-800-582-0542

Credit Card Customers
(personal)

1–800–432–3117

TTY Support
1-800-955-8060    

Credit Card Customers
(business)

1–888–269–8690

TTY Support
1-800-955-8060

Chase Auto Finance
Retail/Loan Customers

1–800–336–6675

TTY Support
1-800-524-9765    

Chase Auto Finance Auto
Lease Customers

1–800–227–5151

TTY Support
1-800-524-9765

Chase Commercial Customers
Contact your Customer Service Professional or Client Service Officer

What do fraudulent email messages look like?

Phony emails take many forms, but they tend to have a harsh, demanding or scary tone. See examples some customers have received.

What should I do if I'm suspicious of an email with a Chase logo?

If you suspect the email is phony, don't reply to it or do anything it tells you to do. Instead, please forward it to abuse@chase.com. We investigate each incident and take steps to stop more emails like it from being sent.

If you gave out information about one of your Chase accounts, call us immediately.

I get several email messages a week that claim to be from you. Why can't you stop them? Why don't you prosecute the people responsible?

We're able to stop many of those emails. First, we try to have the server sending the messages shut down. Then we work with domestic and international law enforcement authorities to track down and arrest the people responsible.

Many of these attackers, however, are based outside the United States and use many methods to hide their tracks electronically.

I have email that looks like it's from you. How can I tell if it's legitimate?

It can be hard, especially as criminals learn to make more-convincing forgeries of legitimate email and websites. We suggest you consider the tone and the requests of the message. Criminals want you to give them information and they're usually quite direct about asking for it. We send you emails generally to tell you about products and services we think will interest you.

We won't do these things:

  • Send email that requires you to tell us your personal information directly in the email. Instead, we'll ask you to navigate to chase.com yourself and then sign in to our site before telling us any of your sensitive information. That way, you'll know you're not signing in to a site that's posing as chase.com.
  • Send email threatening to close your account if you don't tell us your personal information immediately.
  • Share your name with any contacts outside our firm in a way that conflicts with our Online Privacy Policy.

How do the criminals doing the phishing know I have an account with you?

They often don't, but they do know we have millions of customers worldwide. So they cast a wide net in hopes of catching unsuspecting customers.

I don't have an account with you, but I'm getting email about my Chase account. How does that happen?

Phishers send out thousands or even millions of emails pretending to be a large company, which has many customers. Because the phishers send email to so many people, they end up reaching a lot of people who happen to be customers of that company along with many who aren't.

How do other people get my email address?

Criminals get email addresses in various ways, including buying mailing lists from reputable companies, which don't know they're dealing with criminals.

What do I do if I get a phone call about my account?

Never give out personal or financial information such as your checking account, credit card and Social Security numbers over the phone unless you made the call or you know the person or organization you're dealing with.

We won't ask you for your PIN or password by calling you or by sending you an email. We may ask for this information only when you call us to discuss your account.

Be careful when you get a phone call from someone who:

  • Threatens to close or suspend your account if you don't tell them your personal information
  • Tells you your account has been attacked and then asks you to tell them your account or personal information
  • Requires you to give any personal information, such as your user name, password or account number
  • Asks you to confirm, verify or update your account, credit card or billing information

Please contact us right away if you believe you've given out any personal information over the phone. To report a suspicious phone call or potentially fraudulent activity, please follow the instructions on this page.

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