Start a dispute with your card issuer within 60 days of the charge
When you see a charge on your credit card statement that you did not make or that was processed incorrectly, you have the right to dispute it with your card issuer — the bank or company that issued your card. You must start the dispute within 60 days of when the charge appeared on your statement. This important date is set by federal law and applies to all credit cards in the United States.
The card issuer will investigate your dispute and either reverse the charge, ask you for more information, or deny the dispute. During the investigation, you are not responsible for paying the disputed amount. Most disputes are resolved within 30 to 90 days, though some take longer if the merchant contests the claim.
You do not need a lawyer or a third-party service to dispute a charge. You can do this yourself by contacting your card issuer directly — usually by phone, through your online account, or by mail.
Key Takeaways
- You have 60 days from the date the charge appeared on your statement to start a dispute with your card issuer.
- Contact your card issuer by phone, online portal, or mail — the fastest method is usually a phone call to the number on the back of your card.
- Have your statement, the transaction details, and any evidence (receipts, emails, proof of return) ready before you call.
- You are not responsible for paying the disputed amount while the investigation is underway.
- If the issuer denies your dispute, you can ask them to explain their decision in writing and may be able to appeal.
Gather your statement and transaction details before contacting your issuer
Before you call or write to your card issuer, collect the information they will ask for. Pull up your credit card statement and locate the exact charge — note the date it posted, the merchant name, and the dollar amount. If you have a receipt, email confirmation, or order number from the transaction, have that ready too.
Write down a brief explanation of why you are disputing the charge. Common reasons include: you did not make the purchase, someone else used your card without permission, the merchant charged you twice for the same item, the charge amount is wrong, or you returned the item but were never refunded. The clearer you are about what went wrong, the faster the issuer can investigate.
If the dispute involves a returned item, gather any proof that you sent it back — a tracking number, a receipt from the carrier, or an email from the merchant confirming receipt. If the charge is fraudulent, note whether you reported it to the police or filed an identity theft report.
Contact your card issuer by phone, mail, or online account
The fastest way to start a dispute is to call the customer service number on the back of your credit card. Tell the representative that you want to dispute a charge and provide the transaction details. They will open a dispute case and assign you a reference number. Write down this number — you will need it to track the investigation.
If you prefer not to call, you can also start a dispute through your online account. Most card issuers have a "Dispute a Transaction" or "Report Unauthorized Charge" option in the account settings or transaction history. Click on the charge, select the reason for the dispute, and submit any supporting documents if the system allows it.
You can also dispute a charge by mail. Write a letter to your card issuer's dispute department (the address is usually on your statement or the issuer's website). Include your name, account number, the transaction date and amount, the merchant name, and your explanation. Send it certified mail so you have proof of delivery. Mail disputes take longer — usually 30 to 45 days just to receive a response — so use this method only if you cannot call or use your online account.
What happens during the investigation
Once you file a dispute, your card issuer will contact the merchant and ask them to provide proof that you made the purchase and received what you paid for. The merchant has a set time — usually 10 to 30 days — to respond with documentation like a signed receipt, delivery confirmation, or your signature.
During this time, the charge remains on your statement but you do not have to pay it. If your card issuer provisionally refunds the amount while they investigate, that refund will appear in your account within a few days. This is temporary — if the merchant provides strong evidence that the charge was valid, the issuer may take the refund back.
The issuer will then decide whether to uphold your dispute or deny it. They will notify you in writing with their decision and the reason. If they uphold the dispute, the charge is removed and any provisional refund becomes permanent. If they deny it, the charge stays on your account and you are responsible for paying it.
Disputes for unauthorized charges and fraud
If someone used your card without your permission, tell your card issuer when ready. Most issuers will not hold you responsible for unauthorized charges — federal law limits your liability to $50 if you report the fraud before the card is used, and $0 if you report it after. However, you must report it promptly.
When you report fraud, the issuer will usually cancel your current card and send you a new one. They will also open a dispute for each unauthorized charge. You may be asked to file a police report or an identity theft report with the Federal Trade Commission (FTC) at IdentityTheft.gov. Having these reports on file strengthens your case if the merchant contests the dispute.
If the fraud involved your card number but not the physical card — for example, someone made an online purchase using your information — you still have the same protections. Report it to your issuer and they will investigate the same way.
What to do if your dispute is denied
If your card issuer denies your dispute, ask them to send you a written explanation of their decision. They must tell you what evidence the merchant provided and why they found it convincing. Read this carefully — sometimes the issuer made an error or the merchant's proof is weaker than it appears.
You can ask your issuer to reconsider the decision. Submit any new evidence you have — for example, if you can now prove you returned an item, send that proof. Some issuers will reopen a dispute if you provide information they did not have the first time.
If the issuer still denies the dispute after reconsideration, you have other options. You can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. You can also contact your state's attorney general or banking regulator. These agencies cannot reverse the issuer's decision, but they can investigate whether the issuer followed the law.
Disputes for billing errors and wrong amounts
If a merchant charged you the wrong amount — for example, they rang up $150 instead of $50 — dispute it the same way you would dispute an unauthorized charge. Provide your receipt or order confirmation showing the correct price. Most of these disputes are resolved quickly because the evidence is straightforward.
If you were charged twice for the same purchase, include both transaction numbers in your dispute and explain that they are duplicates. Provide your receipt showing only one purchase. The issuer will contact the merchant to confirm the duplicate and usually reverses one charge within two weeks.
If you were charged for an item you returned but never received a refund, include proof of the return — a tracking number, a receipt from the carrier, or an email from the merchant confirming they received it. Tell the issuer the date you returned it and when you expected the refund. If the merchant cannot prove they refunded you, the issuer will usually uphold your dispute.
Frequently Asked Questions
Can I dispute a charge after 60 days?
No, the 60-day window is a federal requirement and most card issuers will not accept disputes filed after that important date. The 60 days starts from the date the charge appeared on your statement, not the date you made the purchase. If you are close to the important date, contact your issuer when ready — even a phone call made before day 60 counts as filing a dispute.
Do I have to pay the disputed charge while the investigation is happening?
No. Federal law says you cannot be required to pay a disputed amount while the issuer investigates. If the issuer provisionally refunds the amount, you keep that money until they decide the dispute. If they deny the dispute, you then become responsible for paying it.
What if the merchant says I signed for the charge?
If the merchant provides a signed receipt and you did not make the purchase, tell your issuer that your signature was forged or that you did not authorize the transaction. This is still fraud. The issuer will investigate further — they may ask you to confirm whether the signature matches yours, or they may contact the merchant to ask how the transaction was processed. Provide any evidence that you were not present or that your card was stolen.
How long does a dispute investigation take?
Most disputes are resolved within 30 to 90 days. straightforward cases — like duplicate charges or clearly fraudulent transactions — may be resolved in two to three weeks. Complex cases where the merchant contests the dispute can take the full 90 days or longer. Your issuer will send you updates as the investigation progresses.
Can I dispute a charge if I changed my mind about a purchase?
No. If you made the purchase intentionally and received what you paid for, that is not a valid reason to dispute the charge. However, if the merchant has a return policy, you can return the item for a refund instead. If you returned it and were not refunded, then you can dispute the charge. Check the merchant's website or your receipt for their return instructions first.