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If you spot a transaction on your statement that you didn't authorize, don't recognize, or believe was processed incorrectly, you have the right to dispute it. The process is straightforward, but timing and documentation matter. Here's what you need to know.
A dispute is a formal request to your credit card issuer to investigate a transaction and potentially reverse it. This is different from simply calling customer service to ask a question—it's a legal process with specific protections and timelines built in by federal law.
When you file a dispute, your issuer launches an investigation. During that time, the charge is typically removed from your balance (though you may see it as "pending investigation"), and you won't be held responsible for it while they look into it.
Unauthorized transactions are the clearest case: someone used your card without permission, or fraud occurred.
Billing errors include duplicate charges, incorrect amounts, or charges posted to your account that shouldn't have been there.
Merchant disputes cover situations where you paid for goods or services that weren't delivered as promised, weren't received at all, or didn't match the merchant's description—though your issuer may suggest resolving this directly with the merchant first.
Step 1: Contact your card issuer immediately. Call the number on the back of your card or log into your online account. Report the problem clearly and concisely.
Step 2: Document everything. Gather your statement, receipts, emails, or any other evidence related to the transaction. If you were communicating with the merchant, save those records.
Step 3: Initiate the formal dispute. Your issuer will provide forms or an online process. Be specific: explain what happened, why you believe the charge is incorrect, and attach supporting documents.
Step 4: Wait for the investigation. Your issuer typically has 30 to 60 days to investigate and respond, though the exact timeline depends on the type of dispute and your card network's rules.
Step 5: Review the outcome. If the investigation rules in your favor, the charge is removed and you're credited. If it doesn't, the issuer will explain why and the charge may be reinstated.
Type of dispute matters most. Unauthorized fraud claims often resolve faster and in your favor compared to merchant disputes, which may hinge on whether you can prove the service wasn't delivered.
How quickly you report affects what protections apply. Federal law protects you most robustly if you dispute within 60 days of the statement posting; reporting later doesn't mean you lose all rights, but the issuer's obligation to investigate may be more limited.
Your documentation shapes the investigation. Clear evidence—emails showing the merchant didn't deliver, screenshots of the unauthorized charge, receipts proving you already paid—strengthens your case significantly.
Your relationship with the merchant also plays a role. If you ordered online from a company with no physical presence, investigations may proceed differently than disputes with a local business where you could contact them directly.
Most card issuers remove the disputed amount from your balance immediately, so you won't be charged interest on it while the investigation is ongoing. Your credit report typically won't be affected during this period either. However, the transaction may appear as "disputed" or "under investigation" on your statement.
You're still responsible for other, undisputed charges on your account.
If the dispute is a simple misunderstanding—a duplicate charge, a pricing error, or a service that can still be delivered—contacting the merchant directly may resolve it faster than a formal dispute. Many companies will reverse charges immediately if you ask. However, if the merchant is unresponsive or unreliable, proceeding with a formal dispute is always your right.
The decision to dispute depends on your specific situation: whether you're confident the charge is unauthorized or incorrectly processed, how recent the charge is, and whether you've already tried resolving it with the merchant. Your card issuer's dispute process is designed exactly for situations like this—using it is free and protected by law.
