Start a dispute directly through your Chase account
To dispute a charge on a Chase credit card, log into your Chase account online or through the mobile app, find the transaction you want to challenge, and report it as unauthorized or incorrect. Chase will then open a dispute case and assign it a reference number. You do not need to call — the online method creates a written record and moves faster than phone disputes in most cases.
If you cannot access your account online, you can also call the customer service number on the back of your card. Have your card number, the transaction date, the merchant name, and the amount ready. The representative will document your dispute and mail you a confirmation letter with your case number within a few days.
Chase typically gives you up to 60 days from the date the charge appeared on your statement to report it. After you report the dispute, Chase will investigate and usually respond within 30 to 45 days, though some disputes take longer if the merchant contests the claim.
Key Takeaways
- Report the dispute through your Chase online account or mobile app by selecting the transaction and marking it as unauthorized or incorrect.
- You have up to 60 days from the statement date to dispute a charge, so report it as soon as you notice the problem.
- Chase will assign you a case number and send a confirmation letter; keep this number for your records.
- The investigation typically takes 30 to 45 days, and Chase will contact you if they need more information from you.
- If the dispute is resolved in your favor, Chase will credit your account; if not, you will receive an explanation of why.
What counts as a valid reason to dispute a charge
Chase recognizes several categories of disputes. The most common are unauthorized charges (someone else used your card without permission), billing errors (you were charged twice, charged the wrong amount, or charged for something you cancelled), and merchant fraud (the merchant misrepresented the product or service).
You can also dispute a charge if the merchant never delivered the goods or services you paid for, or if what arrived was significantly different from what was described. If you returned an item and the refund never posted to your account, that is also a valid dispute reason.
Disputes over the quality of a product or service — for example, a haircut you did not like or a meal that tasted bad — are harder to win because they involve subjective judgment. Stick to factual problems: the item did not arrive, it arrived broken, it was not what was ordered, or you were charged incorrectly.
Information Chase will ask for during the investigation
When you open a dispute, Chase may ask you to provide documentation depending on the type of claim. For unauthorized charges, they may ask whether you reported the card lost or stolen to them, and when. For billing errors, they may ask for your original receipt or order confirmation.
For non-delivery or merchandise disputes, be ready to describe what you ordered, what you received (if anything), and when. If you have email confirmations, tracking numbers, photos of damaged items, or correspondence with the merchant, gather those before you file. You can upload images and documents directly through your Chase account or mail them to the address Chase provides in your dispute letter.
Chase will also contact the merchant to get their side of the story. The merchant has a set time to respond — usually 10 to 30 days depending on the type of dispute. If the merchant does not respond or their response does not contradict your claim, Chase is more likely to rule in your favor.
What happens while your dispute is being reviewed
Once Chase opens your dispute, they will typically issue a temporary credit to your account within two to three business days. This credit is provisional — it is not final, and you should not spend it as though it is may provide to stay. If Chase later determines the merchant was right, they will remove the credit and you will owe the amount again.
During the investigation, Chase may ask you follow-up questions. Check your email and your Chase account regularly for messages from the dispute team. If you miss a important date to provide information, Chase may close the dispute in the merchant's favor.
You can check the status of your dispute anytime by logging into your Chase account, going to your transaction history, and selecting the disputed charge. The status will show whether it is pending, resolved, or closed.
How disputes are resolved and what happens next
Chase will send you a written decision once the investigation is complete. If they rule in your favor, the provisional credit becomes permanent and the charge is removed from your account. If they rule against you, they will explain why and the provisional credit will be reversed — you will owe the full amount again.
If Chase decides against you, you have the right to submit additional evidence or documentation within 10 days of receiving the decision. Send this to the address Chase provides in their letter. Chase will review the new information and issue a final decision.
If you still disagree with Chase's final decision, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) or your state's banking regulator. These agencies do not overturn Chase's decision directly, but they can investigate whether Chase followed the correct procedures.
Disputes for fraudulent or unauthorized charges
If someone used your card without your permission, report it to Chase when ready. Chase will cancel your current card and issue a replacement, usually within 5 to 7 business days. You are not responsible for unauthorized charges under federal law, so Chase should credit your account once they confirm the charge was not made by you.
For unauthorized charges, Chase may ask you to sign an affidavit — a sworn statement saying you did not make the purchase. This is a standard step and protects both you and Chase. You can usually sign this electronically through your account or print and mail it.
If the unauthorized charges are part of a larger pattern of fraud, Chase may freeze your account temporarily while they investigate. This is to protect you from further unauthorized use. Once the investigation is complete and your account is secured, they will reopen it.
Disputes for charges from merchants you do business with regularly
If you dispute a charge from a merchant you use often — a gym, subscription service, or regular vendor — Chase will still investigate fairly. However, the merchant may argue that you authorized the charge when you signed up or gave them your card details. This does not automatically mean your dispute will fail, but it makes it harder to win.
If you cancelled a subscription or membership and were still charged, gather proof of the cancellation. This might be a cancellation confirmation email, a screenshot of your account settings showing the service is off, or a record of when you called to cancel. Provide this to Chase during the dispute.
If you authorized the charge but the merchant billed you the wrong amount or charged you multiple times by mistake, that is still a valid dispute. Explain exactly what went wrong: "I authorized a one-time charge of $50, but they charged me $150" or "I was charged twice for the same order."
Frequently Asked Questions
How long does a Chase credit card dispute take?
Chase typically investigates disputes within 30 to 45 days and sends you a written decision. If the merchant contests your claim or Chase needs more information from you, it can take longer — sometimes up to 90 days. You can check your dispute status anytime through your Chase account.
Will I get my money back while the dispute is being investigated?
Chase usually issues a temporary credit within two to three business days of opening your dispute. This credit is provisional and will be reversed if Chase rules against you. Do not count on it as permanent until the investigation is complete.
What if Chase rules against me on my dispute?
If Chase decides the charge was valid, they will explain their reasoning in a written letter. You can submit additional evidence within 10 days. If you still disagree, you can file a complaint with the Consumer Financial Protection Bureau or your state's banking regulator.
Can I dispute a charge after 60 days?
Chase's standard window is 60 days from the statement date. If you miss this important date, you can still contact Chase and explain your situation — they may make an exception if there are extenuating circumstances, but they are not required to. Report disputes as soon as you notice them.
Do I have to pay the disputed charge while the investigation is ongoing?
No. Once you report a dispute, the charge is in dispute status and you should not be required to pay it. If Chase later rules against you and reverses the provisional credit, then you will owe the amount. Your payment obligation does not resume until the dispute is resolved.