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, using the Chase mobile app, or logging into your online account. Chase will ask you to describe what happened — whether the charge was unauthorized, the merchant charged you twice, or you didn't receive what you paid for. Once you file a dispute, Chase freezes the amount while they investigate, which usually takes 30 to 60 days. You don't have to pay that charge while the dispute is open.
The process is straightforward because federal law (the Fair Credit Billing Act) requires card issuers to investigate disputes within a set timeframe. Chase has specific steps and timelines they follow, and knowing them helps you track progress and provide the right evidence.
Key Takeaways
- You must report a dispute to Chase within 60 days of the charge appearing on your statement, or you lose the right to dispute it.
- Chase will credit the disputed amount back to your account temporarily while they investigate, so you won't have to pay it during the dispute.
- Gather evidence before you call — your statement, receipts, emails from the merchant, or proof you returned an item — because Chase will ask for it.
- The investigation takes 30 to 60 days, and Chase will contact you with a decision and explain their reasoning in writing.
The three main reasons to dispute a charge
Unauthorized charge: Someone used your card number without permission. This includes fraud, a stolen card, or a merchant charging you after you cancelled a subscription.
Billing error: The merchant charged you the wrong amount, charged you twice for one purchase, or charged you for something you cancelled. This also covers charges that appear on your statement but you genuinely don't recognize and can't find a receipt for.
Merchandise or service not received: You paid for something that never arrived, or the merchant didn't deliver the service they promised. This includes orders that arrived damaged or significantly different from what was described.
How to file a dispute with Chase
By phone: Call the number on the back of your Chase card. Have your statement in front of you and be ready to describe the charge, the merchant name, the date, and the amount. Tell the representative which category your dispute falls into. They will create a case number and explain what happens next.
Through the Chase mobile app: Open the app, find the transaction you want to dispute, and select "Report as Disputed" or "Dispute This Transaction." The app will walk you through questions about what went wrong. You can upload photos of receipts or other documents directly.
Through your online account: Log in to Chase.com, find the transaction under your statement, and look for a "Dispute" or "Report Unauthorized" option. Follow the prompts to describe the issue and upload supporting documents.
Whichever method you choose, Chase will send you a confirmation letter within two business days that includes your dispute case number. Save this number — you'll need it if you need to follow up.
What evidence to gather before you dispute
Chase will ask for proof of what you're claiming. The stronger your evidence, the faster they can resolve the dispute in your favor. Gather what you have before you contact them.
For unauthorized charges, collect any evidence that the charge wasn't yours: a police report if you reported fraud, proof you were somewhere else when the charge happened, or documentation that you cancelled a subscription before the charge date. For billing errors, save your receipt showing the correct amount, emails from the merchant confirming the price, or proof that you returned an item. For items not received, keep the tracking number showing delivery failed, photos of damaged packaging, or emails from the merchant saying they can't fulfill the order.
If you don't have a receipt, that's okay — Chase can still investigate. But having documentation speeds things up.
The timeline and what happens during the investigation
Chase has 30 days from when you file to investigate and respond. In practice, most disputes resolve within 30 to 60 days. Here's what happens in that window:
Chase contacts the merchant and asks them to explain the charge. The merchant has a set number of days to respond with their own evidence — a signed receipt, proof of delivery, or documentation that you authorized the charge. Chase reviews both sides and makes a decision. If Chase finds in your favor, the disputed amount stays credited to your account permanently. If the merchant's evidence is stronger, Chase will remove the credit and you'll owe the charge again.
Chase will notify you of their decision in writing and explain their reasoning. If you disagree with the outcome, you can request that Chase reconsider, though this is rare and requires significant new evidence.
What you owe while the dispute is open
You do not have to pay the disputed charge while Chase investigates. Chase will credit the amount back to your account within two business days of filing the dispute. Your available credit increases when ready, so you can use that money for other purchases.
However, the charge will still appear on your statement marked as "disputed." This is normal and doesn't hurt your credit score. If Chase eventually rules against you, they will remove the credit and you'll owe the full amount again, plus any interest that accrued during the dispute period.
When you have to file a dispute by
You must report a dispute to Chase within 60 days of the charge appearing on your statement. This important date is set by federal law and Chase cannot extend it. If you miss the 60-day window, you lose the right to dispute the charge through Chase, and you'll have to resolve it directly with the merchant.
The 60 days starts from the date the charge appears on your statement, not the date the merchant charged your card. Check your statements regularly so you catch unauthorized or incorrect charges early.
What to do if Chase rules against you
If Chase decides the merchant's evidence is stronger and denies your dispute, you have options. First, contact the merchant directly and explain the situation — sometimes a merchant will refund you even after Chase's investigation if you push back with your own evidence. Second, you can request that Chase reconsider if you have new evidence you didn't provide the first time. Third, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) if you believe Chase didn't investigate fairly.
If the charge was fraudulent and you reported it to police, provide Chase with your police report number. This can strengthen your case if you dispute again.
Frequently Asked Questions
Does disputing a charge hurt my credit score?
No. A dispute itself does not appear on your credit report and does not affect your score. The charge will show as disputed on your statement, but that's visible only to you and Chase. Your score is only affected if Chase rules against you and you then fail to pay the charge.
What if the merchant is a subscription service I cancelled?
Dispute it as an unauthorized charge. Provide Chase with proof you cancelled — a confirmation email, a screenshot of your account settings, or a record of your cancellation request. Many merchants continue charging after cancellation, and this is one of the most common disputes Chase handles.
Can I dispute a charge if I'm just unhappy with the purchase?
Not through Chase's dispute process. Disputes are for unauthorized charges, billing errors, and items not received — not for buyer's remorse. If you're unhappy with a purchase, contact the merchant first and ask for a refund. If they refuse, you can try disputing it, but Chase will likely side with the merchant if the charge was authorized and the item was delivered.
How long does it take to get my money back?
Chase credits the disputed amount to your account within two business days of filing. If Chase rules in your favor after their investigation, that credit stays permanent. If they rule against you, the credit is removed and you'll owe the charge again, usually within a few days of their decision.
What if I filed a dispute but forgot to include evidence?
Contact Chase using your case number and ask to submit additional documents. You can upload them through the app, mail them, or provide them over the phone. Chase will add them to your file before they make a final decision, as long as you submit them before the 30-day investigation window closes.