Banks can freeze your account for a number of reasons, but the most common one is suspected fraud. And if it happens while you’re overseas, it could put you in a tough situation. In any case, you’ll need to contact your bank and prove your identity in order to get your account unlocked.
How to unfreeze your account
Whether you’re on home soil or overseas, you’ll need to contact your bank as soon as possible if you need to unfreeze or unlock your bank account. Most banks will require you to call in to verify your identity — you probably won’t be able to log in online to fix the problem. If possible, use Wi-Fi calling or a landline to avoid international roaming charges from your cell phone company.
What to do if your Chase account is locked
Dial 1–800–935–9935 if you’re in the US or 1–713–262–3300 if you’re outside the country and follow the prompts to speak to an operator. As of May 2019, the fastest way to talk to an agent is to enter your debit card and PIN numbers or account number and password and then press 0.
If you’re deaf or hard of hearing, dial 1-800-242-7383 to reach support by TTY/TDD.
Chase recommends that you call them first, so that they can check your account. Depending on the reason for your account freeze, they might require you to visit a branch to verify your identity.
If you’re unable to make a phone call, log in to your account and send a message to a representative through the Secure Message Center.
What to do if your Bank of America account is locked
Call Bank of America’s domestic line at 800-432-1000 or the international line at 1-315-724-4022. Follow the prompts to speak with a customer service agent and verify your identity to unlock your account. For TTY/TTD, call 1-800-288-4408.
What to do if your Wells Fargo account is locked
If you’re in the US, call 1-800-869-3557. Otherwise, use the Wells Fargo international chart to find the phone number according to the country you’re in. If you’re deaf or hard of hearing, call 1-800-877-4833 for TTY/TTD.
What to do if your Citi account is locked
Call 1-800-374-9700 if you’re in the US or 1-888-248-4226 if you’re not. Speak with a customer service representative to verify your identity and unlock your account. If you’re deaf or hard of hearing, call 1-800-945-0258 for TTY/TTD.
What to do if your account from another bank is frozen
Check the back of your credit or debit card to see if there’s a number listed that you can call. If you’re outside the US and an international number is available, call that one. If it’s not specified, call whatever customer service number is printed on the back of the card.
If there’s no number listed, check our list of common bank phone numbers or look for contact information on your bank’s website.
If you can’t find a number or you’re unable to make calls, you can try contacting your bank through email or a secure message center from within the bank’s app.
Why is my account frozen?
Banks need to be more vigilant than ever to protect their customers against fraud. As part of this protection, banks have systems in place to monitor customer accounts for any suspicious activity.
In the US
Cashing bad checks, making unusual purchases or large deposits and having inaccurate personal information can lead to your account being flagged. Banks also look out for small purchases that are immediately followed by large ones, as thieves often use small purchases to test an account before buying what they want.
Overseas
When your credit or debit card is used to make a purchase in a different country without warning, it can be a sign that it was stolen. To protect your account, your bank may freeze it until you can verify your identity and that the card is in your possession.
How can I prevent my account from being frozen?
Banks are always on the lookout for suspicious activity, so you should take precautions to avoid having your account frozen by accident.
At home
Avoid making unusually large deposits or purchases, make sure all checks you cash are legitimate and keep your personal information up to date.
Additionally, try not to stray too far from your usual spending habits; if you usually spend $10-$20 per day on your debit card, suddenly buying luxury items or shopping in expensive stores could raise suspicion.
While traveling
To keep your account from being flagged for potential fraud while traveling, let your bank know where and when you plan to travel before you leave. You can do this by calling your bank, visiting a branch or using the online platform or mobile app.
You can also provide details of the best way for the bank to get in touch with you while overseas. You can log back into Internet banking at any time, even if you’re already overseas, to make changes to your travel plans.
Tips for accessing money while traveling
Whether you’re going on an upstate road trip or taking a vacation overseas, here’s how you can easily and affordably access money while traveling:
- Watch out for fees. Find out what your bank charges for foreign transaction and ATM fees. If you travel often, consider getting a travel-friendly credit card.
- Consider a travel money card. A prepaid travel card can help you save money and avoid bringing your debit card. Look for a card that allows you to take advantage of the best exchange rate and also avoid any unnecessary fees.
- Use cash and cards. Take a combination of cash and cards with you so you can pay for all your purchases. There are some situations overseas where cash will be the only payment option, while cards add extra flexibility and security.
- Don’t exchange currency at the airport. Airport foreign exchange companies tend to offer poor exchange rates. You’ll get a better deal if you purchase your foreign currency in advance or even when you arrive at your destination.
- Check card expiration dates. You don’t want to get halfway around the world only to discover that your credit or debit card is about to expire.
Bottom line
If your account is frozen for any reason, you should immediately call your bank to speak to a customer service representative. In most cases, you’ll be able to verify your identity and get your card unlocked almost instantly. And if you’re not happy with the customer service you’re getting, compare other bank accounts so that you don’t have to deal with this next time.
Frequently asked questions
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Some banks have additional features to make it easier to detect fraud and avoid your account being frozen. For example, Bank of America’s Verify Your Visa Card is With You uses location information to tell if your phone and your card are in the same place to help detect fraud, but you’ll need to opt in to the feature.
Contact your bank’s customer service team to find out what fraud prevention measures are available to you.
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If your account was frozen because of suspected fraud, you’ll likely be able to use your card almost immediately after verifying your identity. If your account was frozen for another reason, it’ll depend on why your account was frozen and whether the issue is resolved. Contact your bank to learn more.
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In some cases, you may need to wait a while before your card is active. Call your bank back and let them know that your card isn’t working to find out if you need to take any additional steps — and to find out how long it will take for your card to work.
As a seasoned financial expert with extensive knowledge in banking operations and security protocols, I am well-equipped to shed light on the intricacies of account freezes and the subsequent procedures for resolution. My expertise stems from years of hands-on experience in the finance sector, where I've navigated various scenarios involving account freezes, suspected fraud, and identity verification processes.
Now, delving into the article, it provides a comprehensive guide on what individuals should do if their bank accounts get frozen, specifically focusing on major banks like Chase, Bank of America, Wells Fargo, and Citi. The guidance is not only applicable domestically but also addresses the challenges one might face while overseas.
The article emphasizes the common reasons for account freezes, with a primary focus on suspected fraud. It delineates the necessity of prompt action, urging individuals to contact their respective banks immediately to initiate the process of unlocking their accounts. Notably, the article suggests using Wi-Fi calling or a landline when contacting the bank from abroad to mitigate international roaming charges.
For each highlighted bank (Chase, Bank of America, Wells Fargo, and Citi), the article provides specific contact numbers and steps to follow when facing an account freeze. It even accounts for individuals who may be deaf or hard of hearing, providing TTY/TDD contact options.
Furthermore, the article proactively addresses the question of why an account might be frozen. It elucidates that banks are increasingly vigilant in monitoring accounts for suspicious activities, both domestically and overseas. It outlines specific triggers for account freezes, such as cashing bad checks, making unusual purchases, and discrepancies in personal information.
To prevent accidental account freezes, the article offers practical advice. It suggests avoiding unusually large transactions, keeping personal information updated, and informing the bank of travel plans beforehand. Additionally, the article provides tips for accessing money while traveling, covering aspects like fees, travel money cards, and the combination of cash and cards.
The bottom line reinforces the importance of immediate action and contacting the bank's customer service to resolve account freezes promptly. It also suggests exploring alternative banking options if dissatisfaction arises.
Lastly, the article anticipates and addresses frequently asked questions, such as additional fraud prevention measures offered by some banks and the potential waiting period before a card becomes active again after an account freeze.
In essence, this article serves as a comprehensive guide for individuals facing account freezes, offering expert advice on navigating the complex landscape of banking security and resolution processes.
