Help! My Bank Account Is Frozen

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 may not 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 phone company.

What to do if your Chase account is locked

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. 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.

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. If you’re deaf or hard of hearing, Chase lists the same 1–800–935–9935 number for information-reformatting services. Chase can offer monthly statements in formats such as large print, Braille, audio or data CD.

What to do if your Bank of America account is locked

Call Bank of America’s domestic line at 800-432-1000 (or 800-732-9194 for credit cards). The international line is at 1-315-724-4022. Follow the prompts to speak with a customer service agent and verify your identity to unlock your account.

Bank of America also lets you reset your login credentials on its Forgot User ID & Password online portal. You must confirm your card or account number, and your SSN or ITIN.

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What to do if your Wells Fargo account is locked

If you’re in the US, call 1-800-869-3557 for general customer service. Wells Fargo has a variety of different phone lines for different issues, including 1-800-869-3557 for lost or stolen debit cards. For online banking and bill pay support, the number is 1-800-956-4442. All of those phone lines are available 24/7.

Otherwise, use thethe Wells Fargo international chart to find the phone number according to the country you’re in.

Wells Fargo also accepts relay calls from 711 for the deaf and hard of hearing. If you’re deaf or hard of hearing, call 1-800-945-0258 for TTY/TTD (or dial 711). Also, Wells Fargo offers things like Braille debit and credit cards at no extra cost.

What to do if your Citi account is locked

For a locked account with Citibank, or Citi, Call 1-800-950-5114 if you’re in the US, or the international line 1-605-335-2222 if you’re not in the states. Speak with a customer service representative to verify your identity and unlock your account.

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. Some frozen account reasons in the states can include cashing bad checks, making unusual purchases or large deposits. 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.

To avoid the bank just locking your account, have your correct contact information listed. That way, if the bank suspects something, they can contact you before just locking your account. And if you’re getting ready to travel, try to 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 to $20 per day on your debit card, suddenly buying luxury items or shopping in expensive stores could raise suspicion.

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

• How can I protect my account from fraud?

  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.

• How long does it take to get a bank account unfrozen?

  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.

• I verified my identity but my card still isn't working. What now?

  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.

To make sure you get accurate and helpful information, this guide has been edited by Bethany Hickey as part of our fact-checking process.

Written by

Tim Falk

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Tim Falk is a freelance writer for Finder. Over the course of his 20-year writing career, he has reported on a wide range of personal finance topics. Whether you're investing in stocks and ETFs, comparing savings accounts or choosing a credit card, Tim wants to make it easier for you to understand. When he’s not staring at his computer, you can usually find him exploring the great outdoors. See full bio

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Tim has written 26 Finder guides across topics including:

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