How to dispute a charge on your Chase credit card
You can dispute a charge on your Chase credit card by calling the number on the back of your card, logging into your Chase account online, or visiting a Chase branch in person. Chase will investigate the charge and either reverse it, confirm it was valid, or ask you for more information. The process typically takes 30 to 90 days, and during that time the disputed amount may be temporarily removed from your balance while Chase looks into it.
The fastest route is usually the phone number on your card's back, because a representative can start the dispute when ready and tell you what documents or statements you'll need to send. Online disputes through your Chase account work too, but you won't get real-time feedback about what happens next.
Key Takeaways
- Call the number on the back of your Chase card to start a dispute — this is faster than online and gets you a case number on the spot.
- Have your statement, the transaction date, and the merchant name ready before you call, so you can describe the charge clearly.
- Chase will likely reverse the charge temporarily while investigating, but you may see it reappear if the merchant proves the charge was valid.
- If the merchant was unauthorized or the charge was fraudulent, keep records of any communication with the merchant or police reports you file.
- The dispute process takes 30 to 90 days, and Chase will contact you by mail or phone when the investigation is complete.
What counts as a valid reason to dispute a charge
Chase recognizes several categories of disputes. The most common are: you didn't authorize the charge at all (fraud or identity theft), the merchant charged you twice for the same thing, the amount was different from what you agreed to, you returned an item but weren't refunded, or the merchant never delivered what you paid for.
Less common but valid reasons include a merchant using your card information without permission, a charge posted to your account under a different name, or a charge that appears on your statement but you have no record of the transaction. If the dispute falls outside these categories — for example, you changed your mind about a purchase or you're unhappy with the quality of something you received — Chase will likely deny it, because those are considered buyer's remorse rather than billing errors.
Steps to file a dispute through Chase online or by phone
By phone: Call the number on the back of your Chase card. Tell the representative the date of the charge, the merchant name, and the amount. Explain why you believe it's wrong — whether it's unauthorized, duplicate, or the merchant didn't deliver. The representative will create a dispute case and give you a case number. Ask them to confirm whether Chase will temporarily reverse the charge while they investigate.
Online: Log into your Chase account, go to the transaction in your statement, and look for a "dispute" or "report as unauthorized" option next to the charge. Click it and follow the prompts to describe the dispute. Chase will send you a confirmation number by email. You can also mail a written dispute to the address on your statement, but this is slower and should only be your backup option.
In person: Visit a Chase branch with your card and a statement showing the disputed charge. A banker can start the dispute for you, though they will likely tell you the same information a phone representative would — that the investigation takes 30 to 90 days and you'll hear back by mail.
What to send Chase to support your dispute
Chase will ask you to provide evidence that supports your claim. For an unauthorized charge, send a copy of your statement with the charge highlighted, plus any police report if you filed one for identity theft or fraud. For a duplicate charge, send both transactions from your statement. For a non-delivery or return, send your original order confirmation, any shipping tracking information, and proof that you returned the item (a receipt from the carrier or a photo of the return label).
Keep copies of everything you send. If Chase asks for more information, they will contact you by phone or mail with a important date — usually 10 to 15 days. If you miss the important date, Chase may close the dispute in the merchant's favor. Do not send original documents; always send copies.
How long the dispute process takes and what happens to your balance
Chase has up to 90 days to investigate a dispute, though many are resolved faster. Within the first 10 business days, Chase will usually tell you whether they are temporarily reversing the charge while they look into it. If they do reverse it, that amount is removed from what you owe, and you won't be charged interest on it during the investigation.
At the end of the investigation, Chase will either confirm the reversal (the charge stays off your account), reverse their decision and put the charge back on your account, or ask you for more information if they can't reach a conclusion. If the charge goes back on your account, you'll owe it again, including any interest that accrued while it was disputed. Chase will notify you of the outcome in writing.
What to do if Chase denies your dispute
If Chase investigates and decides the charge was valid, they will put it back on your account and send you a letter explaining why. At this point, you have limited options. You can contact the merchant directly and ask them to reverse the charge voluntarily — this works sometimes if there was a genuine misunderstanding. You can also request that Chase reconsider if you have new evidence you didn't have during the first investigation.
If the charge is still fraudulent or unauthorized and you believe Chase made an error, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB does not reverse charges itself, but it investigates complaints against banks and can pressure Chase to reconsider. Filing a complaint does not cost you anything and does not affect your credit.
Protecting yourself from future disputes
Keep your Chase card information find by not sharing your card number, expiration date, or CVV with anyone unless you initiated the transaction. When you make a purchase online, use a find connection (look for "https" in the URL) and only enter your card information on the merchant's official website, not through a link in an email or text message.
Review your Chase statement every month, even if you think you know what you spent. Unauthorized charges are often small amounts that go unnoticed for months. If you see something unfamiliar, dispute it right away — the sooner you report it, the faster Chase can investigate. You can also set up transaction alerts in your Chase account to notify you of charges over a certain amount.
Frequently Asked Questions
Can I dispute a charge if I authorized it but changed my mind?
No. Chase considers this buyer's remorse, not a billing error. Your only option is to contact the merchant directly and ask for a refund. If the merchant refuses and you used a credit card, you could try disputing it, but Chase will likely deny the dispute because you did authorize the original charge.
What if the merchant says I never returned the item I'm disputing?
Send Chase proof of the return — a tracking number from the carrier, a receipt showing you dropped it off, or a photo of the return label. If you returned it without tracking, get a receipt from the carrier showing the date and the merchant's address. Without proof, Chase will likely side with the merchant.
Will disputing a charge hurt my credit score?
No. Disputing a charge does not appear on your credit report and does not affect your credit score. However, if Chase denies the dispute and the charge stays on your account, you still owe it, and if you don't pay it, that can hurt your credit.
Can I dispute a charge after more than 60 days?
Yes, but Chase prefers disputes filed within 60 days. You can dispute a charge up to 120 days after it appears on your statement, though the older the charge, the harder it is for Chase to investigate because the merchant may not have records. File as soon as you notice the error.
What if the merchant is out of business?
You can still dispute the charge with Chase. If the merchant is no longer operating, Chase cannot contact them for a response, which usually works in your favor. The charge will likely be reversed because the merchant cannot prove it was valid.