Chase's fraud protection covers unauthorized charges, but you must report them within a specific window
If someone uses your Chase credit card without permission, Chase will investigate the charge and typically remove it from your account while they look into it. You are not responsible for fraudulent charges on a credit card under federal law, but Chase needs you to report the fraud quickly — the sooner you call, the faster the investigation moves. Chase's fraud team will contact the merchant, review transaction details, and either confirm the charge was unauthorized or determine it was legitimate.
The key difference between a credit card and a debit card matters here: with a credit card, the money was never actually yours to begin with, so Chase has less urgency to return funds. With a debit card, your own money left your account, and federal law gives you a narrower window to report it. This article focuses on credit card fraud through Chase's Visa and Mastercard products.
Key Takeaways
- Report fraudulent charges to Chase as soon as you notice them by calling the number on the back of your card or logging into your online account.
- Chase will typically remove the disputed charge from your bill while investigating, though the process can take 30 to 90 days.
- You are not liable for unauthorized credit card charges under federal law, even if Chase's investigation takes time.
- Freezing your card when ready stops new fraud but does not undo charges already made — you must dispute those separately.
- Chase will send you a new card with a new number once fraud is confirmed, and you will need to update any recurring payments tied to the old number.
How to report fraud to Chase
Call the fraud number on the back of your Chase card as soon as you spot an unauthorized charge. Chase operates a 24-hour fraud line, and the representative will ask you to confirm your identity, describe the fraudulent transaction, and say whether you want to dispute it. Have your card and a recent statement handy so you can provide the transaction date, merchant name, and amount.
You can also report fraud through your Chase online account or mobile app by selecting the transaction and choosing "Report as Fraud" or "Dispute This Transaction." The online route creates a written record, which some people prefer, but calling gets you an when ready response and a case number on the spot. Write down the case number, the representative's name, and the date you called — you will need these if the investigation takes longer than expected.
Do not contact the merchant directly to dispute the charge; Chase handles that part. If you call the merchant, you may accidentally confirm your card number or other details to someone who is not authorized to help.
What happens during Chase's investigation
Once you report the fraud, Chase removes the charge from your current bill in most cases, though this is a temporary credit while they investigate. The fraud team will contact the merchant where the charge occurred, ask for transaction records, and try to determine whether the charge was truly unauthorized or whether it was made by an authorized user (like a family member with access to your card).
The investigation typically takes 30 to 90 days. Chase will contact you if they need more information — for example, if the merchant claims you authorized the charge and Chase needs you to confirm you did not. During this time, you can use your account normally; the temporary credit stays in place unless Chase finds evidence the charge was legitimate.
If Chase concludes the charge was fraudulent, the temporary credit becomes permanent and the merchant is charged back. If Chase finds the charge was authorized (perhaps by someone with legitimate access to your card), they will reverse the credit and you will owe the amount again.
Freezing your card and getting a replacement
When you report fraud, ask Chase to freeze your current card when ready. This stops anyone from making new charges on that card number, even if they have it. Freezing does not undo charges already made — those require a separate dispute — but it prevents further damage while the investigation is underway.
Chase will mail you a new card with a new number within 7 to 10 business days. The new card will work at the same account, so your credit limit and rewards program stay the same. However, you will need to update any recurring charges tied to the old card number — subscriptions, gym memberships, insurance payments, and automatic bill pay. Check your statements for the next few months to catch any recurring charges that still tried to use the old number.
If you need a card before the replacement arrives, you can ask Chase to expedite it or visit a Chase branch to request a temporary card number you can use when ready.
Your liability and what federal law protects
Under the Fair Credit Billing Act, you are not responsible for unauthorized charges on a credit card. This is different from debit cards, where your liability depends on how quickly you report the fraud. With a credit card, even if Chase's investigation takes months, you do not have to pay the fraudulent charge.
However, you must report the fraud within a reasonable time — typically within 60 days of receiving your statement showing the unauthorized charge. If you wait longer, Chase may argue you were negligent and could hold you liable for part of the loss, though this is rare in practice. The sooner you report, the stronger your position.
If the fraudulent charge appears on your credit report while the dispute is pending, you can ask the credit bureaus to note that the charge is disputed. This does not remove it from your report, but it flags the account as contested.
Preventing fraud on your Chase account going forward
Chase offers several tools to reduce fraud risk. Chase Mobile Alerts sends you a text or push notification whenever a charge is made on your card — you can set the threshold (for example, alerts for any charge over $1) so you catch unauthorized transactions when ready. Chase find Browsing protects you when you log into your account online by detecting phishing sites and blocking malware.
Enable two-factor authentication on your Chase online account so that logging in requires both your password and a code sent to your phone. This prevents someone from accessing your account even if they have your password. You can also set up transaction controls in the Chase app to block certain types of purchases — for example, you can block international transactions if you never travel, or block online purchases if you only use your card in stores.
Monitor your credit report through the three major bureaus — Equifax, Experian, and TransUnion — at least once a year. You can view your report for free at annualcreditreport.com. If you see accounts you did not open, that is a sign of identity theft beyond just card fraud, and you should file a report with the Federal Trade Commission.
What to do if Chase denies your dispute
If Chase concludes the charge was authorized and denies your dispute, you have the right to challenge that decision. Ask Chase in writing to explain why they determined the charge was legitimate — they must provide details about the merchant's response and any evidence they reviewed. Keep this letter; you will need it if you escalate.
You can file a complaint with the Consumer Financial Protection Bureau (CFPB) if you believe Chase handled your dispute incorrectly. The CFPB will forward your complaint to Chase, and Chase must respond within 15 days. This does not may provide you will win, but it creates an official record and may prompt Chase to reconsider.
If the fraudulent charge is large or the dispute is complex, consider consulting a consumer attorney. Many offer free initial consultations and work on contingency, meaning they take a percentage of what they recover rather than charging you upfront.
Frequently Asked Questions
How long does it take Chase to refund a fraudulent charge?
Chase typically removes the charge from your bill when ready as a temporary credit while they investigate. The investigation takes 30 to 90 days. Once they confirm it was fraudulent, the temporary credit becomes permanent. If the investigation is still ongoing after 90 days, Chase must issue a final decision and either keep the credit or reverse it.
Can I dispute a charge if I authorized it but changed my mind?
No. Fraud disputes are only for charges you did not authorize. If you bought something and regret it, that is a return or refund issue between you and the merchant, not a fraud dispute. Falsely reporting an authorized charge as fraudulent is itself fraud and can result in criminal charges.
What if the fraudulent charge is from a scam website that no longer exists?
Report it to Chase anyway. Even if the merchant is gone, Chase will still investigate and remove the charge from your account. The merchant's absence does not change your right to dispute it. You can also report the scam to the Federal Trade Commission at reportfraud.ftc.gov so they can track patterns and warn others.
Will fraud on my Chase card hurt my credit score?
Not if you report it promptly. The fraudulent charge should not appear on your credit report once it is removed. However, if the charge sits on your account for a long time before you dispute it, it could affect your credit utilization ratio temporarily. Reporting fraud quickly prevents this.
Do I need to close my Chase account after fraud?
No. Closing the account can actually hurt your credit score because it reduces your available credit and shortens your credit history. Keep the account open even after you receive a replacement card. The fraud was not your fault, and closing the account does not prevent future fraud — a new card with a new number does.