You have the right to dispute a charge, and your card issuer must investigate it
When you see a charge on your credit card statement that you didn't make or don't recognize, you can dispute it directly with your card issuer — the bank or company that issued your card. The issuer is legally required to investigate and, if you're right, remove the charge and credit your account. This is different from asking the merchant directly; disputing through your card issuer gives you stronger legal protection.
The process typically takes 30 to 90 days from start to finish. During that time, the issuer will usually credit the disputed amount back to your account temporarily while they investigate, so you're not out the money while waiting for a resolution.
Key Takeaways
- Contact your card issuer as soon as you notice a charge you didn't make — most have a important date of 60 days from when the statement was mailed.
- You can dispute by phone, mail, or through your online account, but sending a written dispute gives you a paper trail and is often fastest.
- The issuer will usually credit the amount back to your account within two business days while they investigate the merchant.
- Gather any evidence you have: the original receipt, confirmation emails, proof you weren't present, or proof the item never arrived.
- If the issuer rules against you, you can ask them to reconsider or file a complaint with the Consumer Financial Protection Bureau.
When you must dispute: the 60-day window
Your card issuer has rules about how long you can wait to report a disputed charge. Federal law requires issuers to accept disputes filed within 60 days of when the statement containing the charge was mailed to you — not 60 days from when you made the purchase. Check your statement for the mailing date, usually printed near the top.
If you miss the 60-day window, the issuer can refuse to investigate. Some issuers are more flexible and will still help you, but you cannot count on it. The moment you spot a charge you don't recognize, report it.
How to start a dispute with your card issuer
You have three ways to file a dispute: by phone, by mail, or through your online account. Calling is fastest for getting an when ready response, but a written dispute — either mailed or filed through your online account — creates a record that protects you if the issuer later claims they never received your report.
To start, gather your card statement and have the transaction details ready: the date, the merchant name, and the amount. 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. If you mail a dispute, send it to the address listed on your statement for disputes (different from the payment address) and use certified mail so you have proof of delivery.
When you report the charge, be specific about why you're disputing it. Common reasons are: you didn't make the purchase, someone used your card without permission, the merchant charged you twice, the item never arrived, or the item arrived damaged or not as described. The clearer you are, the faster the investigation usually moves.
What happens after you file
Once you file a dispute, the issuer must acknowledge it in writing within 30 days. During this time, they will usually credit the disputed amount back to your account temporarily — you'll see it as a credit on your next statement. This is called a provisional credit, and it means you're not stuck without the money while they investigate.
The issuer then contacts the merchant to ask for proof that the charge was legitimate. The merchant has a set time (usually 10 days) to respond with evidence: a signed receipt, a delivery confirmation, or proof you received the item. If the merchant doesn't respond or can't prove the charge was valid, the issuer will make the credit permanent and close the dispute in your favor.
The entire investigation typically takes 30 to 90 days. You'll receive written notice of the outcome, including an explanation of how the issuer reached their decision.
Evidence that helps your dispute
Gather anything that supports your claim before you file. If you're disputing because you didn't make the purchase, collect proof you weren't present: a receipt from somewhere else that day, a credit card statement showing you were in a different city, or a witness who can confirm your location. If someone stole your card number, a police report or identity theft report strengthens your case.
If the item never arrived, save the tracking information showing it was lost in transit or marked as undelivered. If it arrived damaged or not as described, take photos of the damage or the item itself compared to what was promised. If you were charged twice, print both charges from your statement. The more concrete the evidence, the faster the issuer can resolve the dispute in your favor.
What to do if the issuer rules against you
If the issuer investigates and decides the charge was legitimate, they will remove the provisional credit from your account and send you a written explanation. This doesn't mean you're out of options. You can ask the issuer to reconsider if you have new evidence, or you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB doesn't overturn the issuer's decision, but they will investigate whether the issuer followed the law correctly.
You can also pursue the dispute directly with the merchant if you believe they acted in bad faith — for example, if they charged you but never shipped the item and ignored your requests for a refund. Small claims court is an option if the amount is large enough to justify the time and cost.
Disputes for fraud versus billing errors
Credit card disputes fall into two categories, and the issuer handles them slightly differently. A billing error is when the merchant charged you incorrectly — double-charged you, charged the wrong amount, or charged you for something you returned. A fraudulent charge is when someone used your card without permission, either because they stole the card itself or they obtained your card number.
For billing errors, you file a dispute and the issuer investigates the merchant's records. For fraud, the issuer may also cancel your card and issue a new one to prevent further unauthorized charges. If fraud is involved, you should also monitor your credit report for other suspicious activity and consider placing a fraud alert with the credit bureaus. You can do this for free at annualcreditreport.com.
Frequently Asked Questions
What if I recognize the merchant name but don't remember making the purchase?
You can still dispute it. Tell the issuer you don't recognize the charge or don't recall authorizing it. The issuer will ask the merchant for proof you made the purchase — a signed receipt or confirmation email. If the merchant can't provide clear proof, the dispute may be resolved in your favor. If they can, you'll need to decide whether to accept it or pursue other options.
Can I dispute a charge if I'm unhappy with the item or service?
Not through the standard dispute process. If you received what you ordered but it's not what you wanted, that's a quality complaint, not a billing error. Contact the merchant first and ask for a refund or return. If they refuse, you can dispute it as "item not as described," but the issuer will ask the merchant for their side of the story, and you may not win if the merchant has evidence the item matched the listing.
Will disputing a charge hurt my credit score?
No. Filing a dispute doesn't appear on your credit report and doesn't affect your score. Your credit score is based on payment history, credit utilization, and other factors — not on disputes you file. The only way a dispute could indirectly affect your score is if you don't pay your bill while waiting for the outcome, so keep making your regular payments.
How long do I have to wait before I can use the provisional credit?
You can use the provisional credit when ready once it appears in your account, usually within two business days of filing the dispute. However, keep in mind it's temporary — if the issuer's investigation finds the charge was legitimate, they will remove the credit and you'll owe the amount again. Don't spend money you can't afford to lose if the dispute is resolved against you.
What if the merchant is overseas or the company is out of business?
You can still file a dispute. The issuer will attempt to contact the merchant, but if the merchant is unreachable or no longer operating, the issuer has less evidence to work with. In these cases, disputes are often resolved in the cardholder's favor because the merchant can't prove the charge was valid. This is one reason why using a credit card for online purchases offers more protection than using a debit card.