Chase Credit Card Services
Contact Us
If you have a question about your closed and terminated Chase Canada credit card, please contact us:
By Telephone
Canada and U.S.: 1-888-795-0568 (English and French)
By Mail
JPMorgan Chase Bank, N.A.
Attn: Chase Customer Services - Canada
P.O. Box 17233
Wilmington, DE 19850-7233
Complaint-Handling Procedures
Introduction
These Complaint-Handling Procedures have been developed to address complaints made to JPMorgan Chase Bank, N.A., Toronto Branch and J.P. Morgan Bank Canada (collectively, JPM Canada). JPM Canada is committed to complying with all applicable laws and regulatory requirements and offering excellent customer experience.
Process for Complaints
Step 1: If you are not satisfied with a product or service that we offer or provide or the manner in which we do it, please notify your main contact at JPM Canada as soon as the problem arises, by phone or email. You may also contact us as follows:
- Mail:
Chase Card Services Executive Office
3415 Vision Drive OH4-7120
Columbus, OH 43219
- Fax: 1-847-787-5509
Once we receive your complaint, we will provide you with a written acknowledgment of receipt, together with a copy of these Procedures.
Step 2: If you are not satisfied with the response offered to you by your first point of contact at JPM Canada, you can ask that person to elevate your complaint to a Complaints Officer at JPM Canada. Your complaint will also be sent to a Complaints Officer at JPM Canada if your first point of contact is unable to respond within 14 days.
Step 3: If your complaint has not been resolved to your satisfaction after following steps 1 and 2 of this complaint process, you may ask the Complaints Officer at JPM to elevate your complaint to JPM Canada’s Chief Complaints Officer.
Step 4: If you are not satisfied with our decision or 56 days have passed since we received your complaint and we have not issued a decision, you may refer your complaint to the Ombudsman for Banking Services and Investments (OBSI), an independent body appointed to resolve disputes between financial institutions and their clients, at:
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400, P.O. Box 8
Toronto, Ontario M5H 3R3
Telephone: 888-451-4519 or 416-287-2877
TTY: 844-358-3442
Fax: 888-422-2865 or 416-225-4722
Email: ombudsman@obsi.ca
Website: www.obsi.ca/en/index.aspx
If you refer your complaint to OBSI, we will provide OBSI with a copy of the relevant information relating to your complaint after OBSI notifies us that it has received the complaint.
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Financial Consumer Agency of Canada (FCAC)
The FCAC supervises all federal financial institutions, including JPM Canada, to ensure compliance with federal consumer protection laws and with industry voluntary codes of conduct. You may contact the FCAC as follows:
- Mail:
FCAC
427 Laurier Ave., West, 6th Floor
Ottawa, ON K1R 1B9
Website: www.fcac-acfc.gc.ca
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Office of the Privacy Commissioner of Canada
If you have a complaint about possible mishandling of your personal information, you have the right to raise that complaint at any time with the Office of the Privacy Commissioner of Canada.
- Mail:
Notification Officer
Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec
K1A 1H3
Telephone: 1-800-282-1376
TTY Telephone: (819) 994-6591
Website: www.priv.gc.ca/
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JPMC Office of the Ombudsman
The JPMC Office of the Ombudsman independently reviews and investigates complaints made by customers that remain unresolved after going through the complaint process with Chase. The JPMC Ombudsman acts as an independent mediator and makes recommendations to the customer and/or Chase to achieve a resolution that is fair to both parties.
Annual Reports
** The external agency may change their contact information, including mailing address, telephone, website and/or email.
