Yes, you can dispute a charge, and your card issuer has a legal process to handle it
When you spot a charge on your credit card statement that you didn't make or don't recognize, you have the right to dispute it with your card issuer. The bank or credit card company must investigate your claim within a set timeframe — typically 30 to 60 days depending on the type of dispute. During that time, they may issue a temporary credit to your account while they look into what happened.
The process is straightforward: you contact your card issuer, describe the charge, and provide any evidence you have. The issuer then contacts the merchant, reviews the transaction details, and decides whether to refund you permanently. Most disputes are resolved in your favor if you follow the correct steps and provide clear documentation.
Key Takeaways
- You must report a disputed charge to your card issuer within 60 days of the statement date when the charge appeared, though reporting sooner is better.
- Your card issuer will typically issue a temporary credit while investigating, protecting you from having to pay the disputed amount during the process.
- You need to provide specific details: the transaction date, the merchant name, the amount, and a clear explanation of why you're disputing it.
- Disputes fall into categories like unauthorized use, billing errors, or merchant failure to deliver, and each follows the same investigation timeline.
- If the issuer rules against you, you can submit additional evidence and ask them to reconsider before the dispute closes.
Report the charge to your card issuer within 60 days
The clock starts on the date your statement was mailed or made available to you online, not the date the charge actually posted. If you wait longer than 60 days, your card issuer is no longer required to investigate under federal law, though some issuers may still help you if you contact them later.
Call the customer service number on the back of your card or log into your online account and look for a "dispute" or "report a problem" option. Many issuers now let you start a dispute directly through their mobile app or website. Have your statement in front of you and be ready to describe the charge in detail.
Provide the specific information the issuer needs
When you contact your card issuer, have these details ready: the exact date of the charge, the merchant name as it appears on your statement, the dollar amount, and a clear explanation of why you're disputing it. If the charge is for something you ordered but never received, mention the order number or tracking information. If it's unauthorized, state that you did not make this purchase.
The issuer will ask you to describe what happened. Be direct and factual. For example: "I was charged $89.99 by TechStore on March 15, but I never placed an order with them and do not recognize this merchant" is much more useful than "This charge is wrong." If you have emails, receipts, or screenshots showing the issue, mention them — the issuer may ask you to send them later.
Understand the three main types of disputes
Unauthorized transactions are charges you did not make and did not permit anyone else to make. This includes fraudulent use of your card number, identity theft, or someone using your card without permission. You are not responsible for unauthorized charges under federal law, and your issuer must investigate.
Billing errors include charges for the wrong amount, duplicate charges, charges that posted twice, or charges for items you returned. You might also dispute a charge if the merchant charged you a different amount than what was quoted or agreed upon.
Merchant disputes cover situations where you paid for something but the merchant failed to deliver it, delivered it damaged, or provided a service that was not performed as promised. This is different from being unhappy with a purchase — the merchant must have actually failed to hold up their end of the deal.
What happens during the investigation
Once you report the dispute, your card issuer will typically issue a temporary credit to your account within two to five business days. This credit is provisional — it protects you from having to pay the disputed amount while the investigation happens, but it is not final until the issuer completes their review.
The issuer contacts the merchant and requests documentation of the transaction. The merchant can provide a signed receipt, proof of delivery, or other evidence that the charge was legitimate. The issuer reviews both your account and the merchant's response, then makes a decision. This investigation usually takes 30 to 60 days, though some issuers resolve disputes faster.
If the issuer rules in your favor, the temporary credit becomes permanent and you owe nothing. If they rule against you, they will explain why and the temporary credit is removed from your account. You then have the option to submit additional evidence and ask them to reconsider.
Gather and submit supporting evidence
The stronger your case, the more likely the issuer will rule in your favor. If you have documentation, send it to your card issuer as soon as possible. For unauthorized charges, this might be a police report or a statement that you never received the item. For billing errors, keep receipts showing what you actually paid or emails confirming the agreed-upon price.
For merchant disputes, screenshots of the product listing, photos of damaged goods, or emails from the merchant acknowledging the problem all help. If you tried to resolve the issue with the merchant first, include copies of those communications. The issuer wants to see that you made a good-faith effort to work it out before escalating.
Know your rights if the issuer rules against you
If the issuer decides the charge was legitimate, they must send you a written explanation of their decision. Read it carefully — sometimes the reason given reveals information you can use to challenge the decision. If you believe they made an error or if you have new evidence, you can request reconsideration in writing within a set timeframe (usually 10 days from the notice date).
Send your request and any new evidence to the address provided in the issuer's letter. Be specific about why you believe their decision was wrong. If the issuer still rules against you after reconsideration, the dispute closes and you are responsible for the charge. At that point, you can pursue the matter with the merchant directly or file a complaint with the Consumer Financial Protection Bureau if you believe the issuer handled the dispute incorrectly.
Prevent future disputes by monitoring your statements
Check your credit card statement every month, either online or when the paper statement arrives. Many issuers let you set up alerts for charges over a certain amount or transactions from specific merchants. These alerts can catch fraud or billing errors before they become a problem.
Keep receipts from in-person purchases and order confirmations from online purchases. When you receive an item, verify that the charge matches what you agreed to pay. If you return something, keep the return receipt and watch for the refund to post — sometimes refunds take longer than expected and can look like a missing credit.
Frequently Asked Questions
How long does a credit card dispute take?
Most disputes are resolved within 30 to 60 days from the date you report them. Your card issuer must complete their investigation and notify you of the outcome within this window. Some issuers resolve disputes faster, especially if the merchant responds quickly or the issue is straightforward.
Will I have to pay the disputed charge while the investigation is happening?
No. Your card issuer will issue a temporary credit to your account, usually within two to five business days of your report. You do not owe the disputed amount during the investigation. If the issuer rules against you, the temporary credit is removed and you become responsible for the charge.
What if the merchant says I did authorize the charge?
If you genuinely did not authorize it, your card issuer will investigate further. They may ask the merchant for proof — a signed receipt, your billing address match, or other verification. If the merchant cannot provide solid proof that you authorized it, the issuer will likely rule in your favor. If you did authorize it but are unhappy with the purchase, that is a different issue and may not be covered as a dispute.
Can I dispute a charge after I've already paid it off?
Yes. You can dispute a charge even after you have paid the full balance. If the issuer rules in your favor, they will refund the amount to your account or explore it as a credit toward future charges. The 60-day reporting window still applies — it starts from the statement date, not from when you paid the bill.
What should I do if my card issuer denies my dispute?
Request a written explanation of their decision and read it carefully. If you have new evidence or believe they made an error, submit a written request for reconsideration within the timeframe they provide. If they deny it again, you can file a complaint with the Consumer Financial Protection Bureau or pursue the matter directly with the merchant.