Chase calls for five main reasons, and the first step is knowing which one applies to you
Chase Bank calls customers for account security, payment collection, fraud alerts, service updates, and marketing. The reason matters because it changes what you should do next. A fraud alert call requires when ready action. A payment reminder might be automated. A marketing call you can decline. Before you call back or give information, you need to know which category the call falls into — and how to verify you're actually talking to Chase.
The hardest part is that scammers impersonate Chase constantly, so a call that sounds legitimate might not be. This guide walks you through what each type of call means, how to verify the caller is real, and what to do depending on the reason.
Key Takeaways
- Chase calls about overdue payments, fraud detection, account security holds, and service changes — each requires a different response.
- Never give account numbers, PINs, or passwords to an incoming caller, even if they claim to be Chase; hang up and call Chase's official number instead.
- You can verify a Chase call by hanging up and dialing the number on your Chase card or statement, or by logging into your Chase account online to check for alerts.
- If Chase flagged fraud on your account, you will need to confirm transactions and may need to dispute unauthorized charges through your account or by mail.
- Marketing and promotional calls from Chase can be declined; you have the right to opt out of these through your account settings or by calling Chase directly.
Payment collection calls from Chase
If your Chase credit card or loan payment is past due, Chase's collections team will call. These calls usually start after 30 days of missed payment, though timing varies by account type. The caller will identify themselves as calling from Chase and reference your specific account — but they will not ask for your full account number or PIN on an incoming call.
What you should do: Listen to the message, note the amount owed, and hang up. Then log into your Chase account online or call the number on your statement to verify the debt and make a payment. Do not give payment information to an incoming caller. If you dispute the debt or cannot pay in full, you can request a payment plan through your account or by calling Chase's official customer service line.
If the call is from a third-party debt collector (not Chase directly), the collector must provide their name, the debt amount, and your right to dispute it. You can request written verification of the debt, which they must send within 30 days.
Fraud alerts and account security holds
Chase calls when it detects unusual activity on your account — a large purchase in a new location, multiple failed login attempts, or a transaction that doesn't match your normal pattern. These calls are time-sensitive because Chase may have temporarily frozen your account to protect it.
What the call will include: A description of the suspicious transaction or activity, a request to confirm whether you made it, and possibly a temporary account hold. Chase will not ask for your full account number, PIN, or password on this call. They may ask you to confirm the last four digits of your card or the amount of a specific transaction.
What you should do: If you recognize the transaction, tell the caller yes. If you don't recognize it, say no and ask Chase to dispute it. If you're unsure whether the call is real, hang up and call Chase's fraud line directly — the number is on the back of your card. Do not call a number the caller provides. After the call, log into your account to check for alerts or frozen cards.
How to verify a Chase call is real
Scammers spoof Chase's phone number and use real account details to sound legitimate. The safest approach is to never give information to an incoming caller, regardless of what number appears on your phone.
The verification process: Hang up the call. Do not use any number the caller provided. Instead, call the number on the back of your Chase card, or go to chase.com and log into your account. If Chase called about a real issue, you will see an alert in your account, a pending dispute, or a frozen card. If you see nothing, the call was likely a scam.
Real Chase calls will never ask for your PIN, full account number, or online password. If a caller asks for these, it is a scam. Hang up when ready and report it to Chase's fraud line.
Marketing and promotional calls from Chase
Chase calls to offer new credit products, refinancing options, or rewards program upgrades. These are lower-priority calls and you can decline them. The caller will identify themselves as calling from Chase and will not ask for sensitive information — they are trying to sell you something, not collect information.
What you should do: You can ask to be removed from the call list, and Chase is required to honor that request. You can also opt out of marketing calls through your account settings online, or by calling Chase customer service and requesting to be placed on their internal do-not-call list. If you continue to receive calls after opting out, you can file a complaint with the Federal Trade Commission.
Service update and account maintenance calls
Chase sometimes calls to notify you of account changes, system maintenance, or updates to your account status. These are informational and do not require when ready action. The caller will explain the change and may ask you to confirm your contact information, but will not ask for sensitive data.
What you should do: Listen to the message and note any action items. If Chase is asking you to update information, you can do it through your online account instead of over the phone. If you're unsure whether the call is real, hang up and log into your account to check for notifications.
What to do if you think the call was a scam
If you gave information to a caller you now believe was a scammer, act quickly. Log into your Chase account when ready and check for unauthorized transactions. If you see any, report them through your account or call Chase's fraud line. Chase's fraud protection typically covers unauthorized charges, but you need to report them within a specific timeframe — usually 60 days from when the charge appears on your statement.
If you gave out your PIN, password, or full account number, change your password when ready through chase.com. If you gave out your Social Security number or other identity information, consider placing a fraud alert with the credit bureaus (Equifax, Experian, TransUnion) or freezing your credit. You can do this for free at annualcreditreport.com.
Report the scam call to the Federal Trade Commission at reportfraud.ftc.gov and to Chase's fraud department. The more reports filed, the faster scammers are identified and stopped.
Frequently Asked Questions
Can Chase call me about a payment due if I'm on a payment plan?
If you have an active payment plan with Chase, they should not call about that specific debt. If they do, it may be a third-party collector who has not been notified of the plan. Verify the plan is in place by logging into your account or calling Chase directly, then ask the collector to note it in their system.
What if Chase calls but I don't have an account with them?
This is usually a scam. Hang up and do not call any number the caller provided. If you're concerned, call Chase's main customer service line and ask whether they have any record of you. Real Chase calls go to customers with actual accounts.
Do I have to answer Chase calls about fraud?
You don't have to answer, but if Chase has frozen your account due to fraud, you will need to verify transactions to unfreeze it. You can do this by calling Chase back at the number on your card, or by logging into your account online if the freeze allows it.
Can I stop Chase from calling me about overdue payments?
You cannot stop collection calls entirely if you have a past-due debt, but you can request that Chase contact you by mail instead of phone. Send a written request to Chase's collections department. You can also set up automatic payments to prevent future missed payments.
What should I do if a Chase call asked me to confirm my full account number?
That was a scam. Hang up when ready, do not provide the number, and report the call to Chase's fraud line and the Federal Trade Commission. Change your password and monitor your account for unauthorized activity.