Chase boasts strong customer service reviews compared to competitor banks.
Customer reviews
Chase Bank has gotten strong customer satisfaction ratings. It got the highest score in J.D. Power's 2021 Retail Banking Satisfaction Study in four regions. And it scored above the average in all the other regions surveyed.
Its online ratings are comparable to other big brick-and-mortar banks -- that is to say, low. In fact, it's rare for any bank to score above a 2 on Trustpilot. Chase Bank is rated A- on the BBB website, which means the bank responds to most customer complaints.
- Better Business Bureau rating: A-
- Trustpilot rating: 1.3 / 5
Customer service
Chase Bank is a brick-and-mortar bank, so you can walk into any branch for assistance. Wait times vary. Yelp reviews indicate you might get help quickly, or you may be directed to wait 20 minutes or more for someone who can help you open an account. Chase ATMs are open 24 hours, so you can always use self-service. You can call human bank reps, though waiting times can be long. The easiest way to contact Chase is through the app. All the numbers are listed in one place. If your needs are simple, like unlocking a card, you can ask the Chase Digital Assistant, a chatbot, for help through the app.
Chase Bank customer service reviews are mixed. The breadth of services and in-person help it offers is wide. It's no surprise that some branches may have better customer service. Recent complaints on Trustpilot include difficulty understanding representatives and slow bank transfers.
You can contact Chase with personal banking questions at 1-800-935-9935. Or you can walk into your local Chase branch for in-person help. Hours vary by location.
Mobile app
The Chase app is fairly simple to use. You get a quick snapshot of all your accounts, and you can tap to dive deeper into each. You can access multiple account types in one place, including banking and credit card accounts. You can access statements and open brand new accounts from within the app. It's bulky but feature-packed.
I haven't had any issues with the Chase mobile app except for slow PDF loading. You may struggle to access documents through the app -- these are better viewed on the website. My favorite part is you can easily check your account benefits and balances.
- App Store rating: 4.8 / 5 stars
- Google Play rating: 4.4 / 5 stars
Physical locations
Chase Bank has over 4,500 branches and 15,000 ATMs. Most ATMs are open 24/7, so you can deposit and withdraw cash at any time.