From what I've heard, they have an obnoxious fraud workflow.

It is possible to get locked out of your card abroad and not have a way to unlock it.

Anecdotal but just came back from 2 weeks abroad and didn’t have to take any action to continue using my chase card. Also I believe the conversion rate was better than the local.

I’ve disputed fraud a couple of times on my Chase cards. It was.. fine? Uneventful and simple.

Their problem is with false positives they find, not true positives you find. My application for a credit card was somehow flagged as fraudulent. Chase repeatedly asked for additional forms of ID, then told me the scans I sent were illegible. (The scans were fine; I think they just needed an excuse.) I went to a branch with the physical documents, and they said they couldn't look at them. The branch put me in an office and called the same telephone support, with the same result. I eventually gave up.

I guess I'm lucky they rejected me before any money changed hands. I've heard horror stories from people with significant assets at their bank, locked out until an actual lawsuit (the letter from a lawyer didn't work) finally got their attention. I think it's like Google support, usually fine but catastrophic when it's not.

> The branch put me in an office and called the same telephone support, with the same result.

As far as I can tell, going to a branch of a big bank to address a problem nowadays is similar to going to a cellphone store for tech support. All they can really do is call the same hotline or fill out the same webform you’d have access to at home.

I’ve had the good fortune of working with actually good banks with actually good customer service, and Chase always sticks out for how indifferent they are. If you don’t need anything beyond the app, sure, they’re probably fine - although I seem to remember them shoving ads in my transaction feed - but I’ve never had luck getting ahold of a human with any variety of autonomy or agency when I needed one.

they have very strict AML controls as well. For example if you regularly withdraw a few thousand in cash to pay contractors for a house project they may close your account.