You can dispute a charge by contacting your card issuer directly, and the card network will investigate whether the charge was unauthorized or incorrect
When you spot a charge on your statement that you didn't make or that was processed incorrectly, your card issuer has a legal obligation to investigate. The process is called a chargeback or dispute, and it's your right under the Fair Credit Billing Act. You don't need a lawyer or a third party — you contact your card company, describe what went wrong, and they handle the rest with the merchant.
The timeline matters. You have 60 days from the date the charge appeared on your statement to file a dispute. After that window closes, your card issuer can still investigate, but you lose some legal protections. Most disputes resolve within 30 to 90 days, though complex cases can take longer.
Key Takeaways
- You have 60 days from the statement date to dispute a charge; contact your card issuer by phone, mail, or online portal, whichever is fastest for your bank.
- Gather evidence before you call: the transaction date, amount, merchant name, and any emails or receipts showing what you ordered versus what arrived.
- Your card issuer will issue a temporary credit within two billing cycles while they investigate, so you won't lose the money during the process.
- If the merchant responds with proof you authorized the charge, your card issuer may reverse the temporary credit, so keep your own documentation.
How to start a dispute with your card issuer
Call the customer service number on the back of your card or log into your online account. Most card issuers let you file a dispute through their website or mobile app — look for a "Report a Problem" or "Dispute a Transaction" button on your statement. If you prefer mail, send a written letter to the address listed on your statement for billing inquiries.
When you contact them, have your statement in front of you. Give the transaction date, the exact amount, and the merchant name as it appears on your bill. Describe what happened: the charge was unauthorized, the item never arrived, the item arrived damaged, the merchant charged you twice, or the amount was wrong. Be factual and specific. "This wasn't me" is less useful than "I was in another state that day" or "I never received a confirmation email."
Your card issuer will ask you to sign a form confirming the dispute. If you're disputing by phone, they'll mail it to you or email it. Read it carefully — it asks you to swear under penalty of perjury that the charge is fraudulent or incorrect. Sign it and return it within the timeframe they give you, usually 10 days.
What happens after you file
Your card issuer must acknowledge your dispute in writing within 30 days. They'll assign it a reference number — write this down. Within two billing cycles (usually 30 to 60 days), they'll issue a temporary credit to your account for the disputed amount while they investigate. This credit is provisional; it's not final yet.
Behind the scenes, your card issuer contacts the merchant and asks them to prove you authorized the charge and received what you paid for. The merchant has a set time to respond, usually 7 to 10 days. If they don't respond, you win the dispute. If they do respond with a receipt, email confirmation, or shipping proof, your card issuer reviews it.
Once the investigation closes, your card issuer sends you a final letter. If they ruled in your favor, the temporary credit becomes permanent and you keep the money. If they ruled against you, they reverse the temporary credit and the charge goes back on your account. You'll have a chance to respond to their decision, but the process becomes more complex at that stage.
Types of disputes and what evidence helps
A fraudulent charge means someone used your card without permission. You didn't authorize it and you didn't receive the item. Evidence: a statement showing the charge, a police report if your card was stolen, or proof you were elsewhere when the charge occurred. Your card issuer may ask you to confirm you didn't make the charge in writing.
A billing error means the merchant charged you the wrong amount or charged you twice. Evidence: your order confirmation showing one price, your statement showing a different price, or two identical charges on the same day. Screenshots of the merchant's website showing the listed price also help.
A merchandise dispute means the item arrived damaged, was the wrong item, or never arrived. Evidence: photos of the damage, the shipping tracking number showing delivery, your order confirmation describing what you ordered, and any emails from the merchant. If the item never arrived, the tracking number showing "delivered" is actually your strongest evidence — it proves the merchant's responsibility, not yours.
A service dispute means the merchant didn't deliver a service you paid for or delivered it incorrectly. Evidence: your contract or email agreement describing what they promised, proof they didn't deliver (emails saying they cancelled, dates showing they missed a important date), and any communication where they acknowledged the problem.
What you should not do while disputing
Don't ignore the merchant if they contact you. If they reach out offering a refund or asking you to drop the dispute, consider it — a refund is faster than a chargeback. But if you've already filed a dispute, tell your card issuer about any communication from the merchant. Don't accept a refund and keep the chargeback; that's fraud and your card issuer will reverse the credit.
Don't assume the dispute is over when the temporary credit hits your account. That credit can disappear if the merchant responds with proof. Keep all documentation — order confirmations, tracking numbers, photos, emails — until the final letter arrives and the dispute is closed.
Don't file multiple disputes for the same charge. One dispute per transaction is the rule. If your card issuer denies your dispute, you can ask them to reconsider with new evidence, but filing again counts as a duplicate and wastes time.
When the merchant wins the dispute
If your card issuer rules against you, the charge goes back on your account and you lose the temporary credit. This happens most often when the merchant provides proof of delivery, a signed receipt, or an email confirmation you authorized the charge. At this point, your options are limited.
You can ask your card issuer to reconsider if you have new evidence — for example, if the merchant's proof was forged or if you have a police report showing your signature was forged. Send this evidence in writing with your dispute reference number. Your card issuer will review it, but they rarely overturn a decision without substantial new information.
If the merchant's response was incomplete or didn't address your claim, you can also file a complaint with your state's attorney general or the Consumer Financial Protection Bureau (CFPB). These agencies don't reverse chargebacks, but they can investigate whether your card issuer followed the law during their investigation.
Disputes involving recurring charges and subscriptions
If you're disputing a recurring charge — a subscription you cancelled but kept being billed for — tell your card issuer that you cancelled the service. Provide the cancellation date and any confirmation email from the merchant. Many card issuers treat these differently from one-time fraudulent charges because the merchant has a record of your account.
Before you dispute, try cancelling directly with the merchant first. Log into your account, look for a "Manage Subscription" or "Billing" section, and cancel there. If the merchant continues charging you after cancellation, then file a dispute and include a screenshot of the cancellation confirmation.
Frequently Asked Questions
Do I have to pay the disputed charge while the investigation happens?
No. Your card issuer must issue a temporary credit within two billing cycles, so the charge is removed from your balance while they investigate. You won't owe interest on a disputed amount. If the investigation rules against you, the charge goes back on your account at that time.
What if the merchant is a foreign company or online-only?
The process is the same. Your card issuer still has the obligation to investigate and contact the merchant, even if they're overseas. International disputes sometimes take longer because of time zone differences and language barriers, but your card issuer handles the communication.
Can I dispute a charge after I've already received a refund from the merchant?
You shouldn't. If the merchant already refunded you, disputing the original charge is double-dipping and your card issuer will reverse the chargeback once they discover the refund. If the refund was partial and you want to dispute the remainder, tell your card issuer the refund amount so they can adjust the dispute accordingly.
How many times can I dispute the same charge?
Once per charge. If your card issuer denies your dispute, you can request reconsideration with new evidence, but filing a second separate dispute for the same transaction violates chargeback rules. If you have new evidence, contact your card issuer and ask about the reconsideration process instead.
Will disputing a charge hurt my credit score?
No. Disputing a charge doesn't appear on your credit report and doesn't affect your score. Your card issuer may note the dispute in their internal records, but credit bureaus don't see it. The only way a dispute affects your credit is if you don't pay other bills while the dispute is pending.