Review Insights · Google Play
Chase UK
JPMorgan Chase · 115,789 ratings · ★ 3.3
3.3
★★★★★
115,789 ratings
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Top complaints - extracted from 43 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"account"
12 negative reviews mention this · 28% of all complaints
★★★★★ "never loads, I can't see my account, customer service is very very poor. this is an ongoing issue for the last 4 years" - Elizabeth Garcia
2
"money"
11 negative reviews mention this · 26% of all complaints
★★★★★ "Scam app. They take payments online that don't process and then take 4 weeks for you to get your own money back. The FCA should look into their fraudulent activity." - Nathan Phillips
3
"access"
8 negative reviews mention this · 19% of all complaints
★★★★★ "Lost my old phone, and am unable to get the app working on my new phone- endless loop of taking photos of passport and selfies, take days to be reviewed and say it's passed and will have access, but lo and behold when I try logging in again…" - Harriet Smith
4
"bank"
8 negative reviews mention this · 19% of all complaints
★★★★★ "Love Chase as a bank but fed up with the app getting stuck on the logo screen. Tried everything. Will be closing my accounts." - Allana Brown
5
"slow"
7 negative reviews mention this · 16% of all complaints
★★★★★ "app is so slow updating balances and carrying out transfers that it has become unusually. if you provide a reference for a transfer it assumes you want the same reference for all subsequent transfers which is really stupid and you can't edi…" - Paul D
6
"every"
7 negative reviews mention this · 16% of all complaints
★★★★★ "Love Chase as a bank but fed up with the app getting stuck on the logo screen. Tried everything. Will be closing my accounts." - Allana Brown
7
"issue"
5 negative reviews mention this · 12% of all complaints
★★★★★ "never loads, I can't see my account, customer service is very very poor. this is an ongoing issue for the last 4 years" - Elizabeth Garcia
8
"phone"
5 negative reviews mention this · 12% of all complaints
★★★★★ "Lost my old phone, and am unable to get the app working on my new phone- endless loop of taking photos of passport and selfies, take days to be reviewed and say it's passed and will have access, but lo and behold when I try logging in again…" - Harriet Smith
9
"chase"
5 negative reviews mention this · 12% of all complaints
★★★★★ "Love Chase as a bank but fed up with the app getting stuck on the logo screen. Tried everything. Will be closing my accounts." - Allana Brown
10
"other"
5 negative reviews mention this · 12% of all complaints
★★★★★ "I need to transfer money to my other bank account and without access I'm having a problem! I've deleted 3 apps I'm going to have to reinstall later to access cash to pay a bill. HELP. I'm waiting for my new card so I can't just use an ATM!" - Jill Percival
11
"card"
5 negative reviews mention this · 12% of all complaints
★★★★★ "I need to transfer money to my other bank account and without access I'm having a problem! I've deleted 3 apps I'm going to have to reinstall later to access cash to pay a bill. HELP. I'm waiting for my new card so I can't just use an ATM!" - Jill Percival
12
"update"
5 negative reviews mention this · 12% of all complaints
★★★★★ "Recently getting warnings that the app is infected by a virus so recommend deletion, not a problem for around 2 years, maybe a recent update. Chase not helpful in resolving the issue." - Stephen Owen
📋 All 43 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
never loads, I can't see my account, customer service is very very poor. this is an ongoing issue for the last 4 years
Scam app. They take payments online that don't process and then take 4 weeks for you to get your own money back. The FCA should look into their fraudulent activity.
Lost my old phone, and am unable to get the app working on my new phone- endless loop of taking photos of passport and selfies, take days to be reviewed and say it's passed and will have access, but lo and behold when I try logging in again it just asks me to take more passport photos. Horrible horrible app and process!
I need to transfer money to my other bank account and without access I'm having a problem! I've deleted 3 apps I'm going to have to reinstall later to access cash to pay a bill. HELP. I'm waiting for my new card so I can't just use an ATM!
Rewards were very competitive initially, now they're mid. That's not the issue though, the problem is the app is horrendously laggy and barely usable like most big bank apps. Will probably stop using chase soon because of this.
I can't make purchases with MY OWN FUNDS!!!.….
use to be great but now takes an age to load if you get it to load that is
Why does this app need to be over 1Gb in size.
they are scammer be aware of this bank i try witdraw my money tgey blocked my card they asking stupid qustion
app is so slow updating balances and carrying out transfers that it has become unusually. if you provide a reference for a transfer it assumes you want the same reference for all subsequent transfers which is really stupid and you can't edit it afterwards. also every time you log in with a fingerprint it asks you of you want to allow the app to use your fingerprint. clearly QA isn't well performed.
AVOID!! Horrible glitchy app. Spent 20 minutes filling in my details, uploading photos of me and my id, only to be rejected for a savings account with no explanation given. I have a perfect credit score. Pompous, toffee nosed company.
AGAIN - I am logged out for no reason and forced to scan ID to sign in - RIDICULOUS, almost locking me out of my money when on the go, so useless - JUST FIX IT
Accused me of misuse because I switched away one of my current accounts. I switched away because they don't support transactions to digital assets. I won't be back.
Since update the app is trash
I am trying to register on a friends code app however it will not open
currently denying me access to my account for now 45 mins
always broken, too slow and long periods of them without to be able to access the app or my money
app not working yet again, won't load anything accounts, transactions nothing, I can view my card details fine but that's it, not very good when you need to move money for work, this is now the 4th time in the last few months
Is there an issue with the app? My version of your app on my phone was marked with a virus after updating it today so was deleted. I downloaded it again and now I cannot log in. I did a security scan and your app was marked as having a virus yet again so was deleted via the scan. Worrying
CAUTION: After update App freezes (zero function) unless your running very late software, so forces you to either buy new equipment continuously or lose access to your money. No other banking app does this. Run unless your young and love buying phones every year. my phone 2 years old Android 11 and can access no funds without telephoning up. Access only ceased on day 3 after installing, glad only a small test deposit had been made, now withdrawn by telephone. Not fit for purpose.
So much trouble paying someone from this account. Had to speak to customer services, but after over an hour they didn't let my payment through. Moving money to another bank (if I can!).
awful, the app gets stuck on the chase logo at the start up no matter what I do , 3 different devices around 15 logins it gets stuck again, only way to get back in is clearing data which means I have to do the passport all time, 3rd time now been in a shop and couldn't access money to transfer to my shopping account. This issue means I can't do anything, if they had a website version would be ok but when it's totally app based in UK it's awful, moved all direct debits out, total joke.
If vou've ever had an account with them but closed it you're basically banned from ever returning. They won't say that though, instead they're telling old customers that they're 'temporarily' upgrading their systems and the restriction will be lifted once the uparades are finished. Those 'upgrades' have now been in progress for 1-2 years though, with no schedule end date. Guess I'll be going to another bank.
Closed my account without any explanation. Beware!
worst bank ever, every payment whether money coming in or out is delayed and they dont listen to complaints -
CitizenCard IS an identity document. And AS I SAID, couldn't upload or send scan, and was TOLD I couldn't ask that a human make the decision. Accepts EU national identity card but not UK national identity card (CitizenCard). So a non-driver who has no a passport for any reason - some people never need either, not to mention the disabled - are excluded. Worse, while phone was answered with no wait time at all (amazing!), nobody knew if "do not recognise" means the *form* of ID or an unclear scan.
app malfunctioned and closed account
App just won't open. Shows the display sign and then moves on to the white screen and then stops. Annoying as notifications still come up when purchases are made - but nothing opens on the app itself.
randomly removed my fingerprint access and now I can't get in. rubbish
Very hit and miss. No access for 5 days whilst on holiday. Hardly ideal. Make that 6 days, after getting it back it's gone again.
Very worst experience.
Still eating the battery for absolutely no reason. Get better developers. Still no fix. Nearly 20% of my battery due to 'background activities'!
This app is frustratingly slow!
Love Chase as a bank but fed up with the app getting stuck on the logo screen. Tried everything. Will be closing my accounts.
Recently getting warnings that the app is infected by a virus so recommend deletion, not a problem for around 2 years, maybe a recent update. Chase not helpful in resolving the issue.
Why is account number not shown on recent activity when making money transfers to other accounts? I have multiple accounts in my name, the app or monthly statements doesn't show the account number. It makes it extremely difficult to keep track of anything.
I transfer to my different bank account Every weekend it's same story , payment pending!!!? customers service put their hands up and like trying our best to do the due delligence. sometimes transection completes on Monday!!! not once ,every time. and the APP is so slow to load , nowadays an trading app load quicker then this and you are not high street bank.
Darkmode needed.
The app is very slow and poorly optimised. Logging in takes too long, account and transaction data are slow to load, and data often does not refresh properly. The app also uses a lot of battery, even when not in use. It also takes up over half a GB of storage, which feels excessive for a banking app. This makes it frustrating to use for quick everyday banking. Performance, background battery use, storage efficiency, and data refresh reliability all need improvement.
every so often I have to totally reinstall the app as it will just spin loading for me, despite having brilliant signal.
slow and glitchy
can't install update, can't get into banking. says not enough space. have 738mb free?? have I got to buy a new phone to update the app? too many updates. pain every time there is an update. no issues on other banks updates, really fed up with Chase.
The app is generally fine although getting the card details could be easier (it would be better if it showed the reverse first). Despite all notifications turned On, I rarely receive anything when I use the card or app. They say they get rejected. Nonsense, every other banking app works. The other thing is, this app is sooooo slow and the latest update has broken haptic login.
Sentiment summary
55%
Positive (4-5★)
6%
Neutral (3★)
39%
Negative (1-2★)