How to dispute a charge on your Chase credit card
Chase gives you two main paths to challenge a charge: you can contact Chase directly through your account, or you can file a formal dispute through the chargeback process. The fastest route is usually calling the number on the back of your card and describing the transaction to a representative, who can start an investigation the same day. If that does not resolve it, you can file a formal dispute in writing, which triggers a 60-day investigation period where Chase must contact the merchant and gather evidence.
The difference matters: a phone call is quick but informal, while a written dispute creates a paper trail and legal obligations for Chase. Most people start with a call, and only move to a formal dispute if the phone investigation does not satisfy them.
Key Takeaways
- Call the number on the back of your Chase card to report a charge by phone; a representative can start an investigation when ready and may resolve it within days.
- File a written dispute if the phone investigation does not work or if you need a formal record; Chase must respond within 60 days and will contact the merchant on your behalf.
- You have up to 60 days from the charge date to dispute it, so act as soon as you notice the problem.
- Chase may ask you to provide documentation like receipts, emails, or proof that you cancelled a subscription before disputing.
- While a dispute is under investigation, the charge remains on your account but is typically marked as disputed so it does not affect your credit score.
Disputing by phone versus in writing
A phone dispute is the fastest way to start. Call the customer service number on the back of your card and tell the representative which charge you are challenging, when it posted, and why. They will ask questions about whether you recognize the merchant, whether you authorized the charge, and whether you have already tried to resolve it with the merchant directly. The representative will note your dispute in the system and may resolve it on the spot if it is clearly fraudulent.
A written dispute is more formal and creates a legal record. You can file one by logging into your Chase account online, calling and requesting a dispute form be mailed to you, or sending a letter to the address Chase provides. A written dispute triggers the Truth in Lending Act (TILA) process, which requires Chase to investigate within 60 days and send you a written response. This is the route to use if a phone dispute did not work or if you need documentation for your records.
What Chase will investigate
Chase will contact the merchant to ask whether the charge was authorized and whether the transaction was completed as described. If you claim you never received a service or product, Chase will ask the merchant for proof of delivery. If you claim you cancelled a subscription, Chase will ask for evidence that the cancellation was processed. The merchant has a window to respond, usually around 10 business days.
During this time, Chase may also ask you for documentation. If you are disputing a purchase you say you did not receive, they may ask for a tracking number showing the package was not delivered. If you are disputing a charge for a service you say you cancelled, they may ask for screenshots of the cancellation confirmation or emails showing you requested to stop the charges. Providing this documentation early speeds up the investigation.
The 60-day window and how long disputes take
You have 60 days from the date the charge posted to your account to file a dispute. This is a hard important date set by federal law, so mark the date on your calendar if the charge is recent. If you wait longer than 60 days, Chase can still investigate, but you lose some legal protections.
The investigation itself typically takes 30 to 60 days from the date you file. During this time, the charge remains on your account but is usually marked as disputed, which means it does not count against your credit score. Once Chase completes the investigation, they will send you a written decision. If they rule in your favor, the charge is removed and you receive a credit. If they rule against you, the charge stays and you can request that they reconsider if you have new evidence.
Common reasons Chase will and will not overturn a charge
Chase is more likely to overturn a charge if you can show you did not authorize it, the merchant never delivered what you paid for, or the merchant charged you twice for the same transaction. Fraudulent charges — ones made without your knowledge or permission — are almost always overturned. Unauthorized use of a lost or stolen card is also straightforward to dispute.
Chase is less likely to overturn a charge if you authorized the transaction but later changed your mind, if you received the service or product but are unhappy with the quality, or if you straightforward forgot about a recurring subscription. These are considered buyer's remorse disputes, and merchants can provide evidence that you authorized them. If you ordered something online and it arrived but you did not want it, that is typically a return issue, not a chargeback issue — you would need to work with the merchant's return policy instead.
What happens if you dispute a recurring charge
If you are disputing a subscription or recurring charge, tell Chase that you cancelled the service and the merchant continued charging you anyway. Provide the date you cancelled and any confirmation you received. If you have an email showing the cancellation was processed, include that in your dispute. If you cancelled through the merchant's website, take a screenshot showing the subscription is no longer active.
Chase will contact the merchant and ask for proof that you authorized the recurring charges after your cancellation date. If the merchant cannot provide that proof, Chase will overturn the charges. If the merchant provides evidence that you did authorize them — for example, a terms-of-service agreement you clicked through — Chase may rule against you. In that case, you would need to contact the merchant directly to request a refund or to formally cancel the service.
What to do if Chase rules against you
If Chase investigates and decides the charge was authorized and legitimate, they will notify you in writing. You can request that they reconsider if you have new evidence — for example, if you discover an email proving you cancelled a subscription, or if the merchant admits the charge was an error. Send this new evidence to Chase in writing and ask them to reopen the dispute.
If Chase will not reconsider, you have other options. You can file a complaint with the Consumer Financial Protection Bureau (CFPB), which investigates complaints about credit card companies. You can also contact your state's attorney general's office if you believe the merchant or Chase acted illegally. These complaints do not overturn the charge directly, but they create a record and may prompt an investigation.
Frequently Asked Questions
How long does a Chase dispute take?
A phone dispute can be resolved in days if the charge is clearly fraudulent. A formal written dispute takes 30 to 60 days. Chase must send you a written decision within 60 days of receiving your dispute, though many are resolved faster.
Will disputing a charge hurt my credit score?
No. While a dispute is under investigation, the charge is typically marked as disputed and does not count against your score. If Chase rules against you and the charge stays on your account, it may affect your score only if it remains unpaid for a long time.
Can I dispute a charge if I used my debit card instead of a credit card?
Debit card disputes follow different rules than credit card disputes and offer less protection. If you used a Chase debit card, contact Chase when ready. You have fewer days to dispute (usually 60 days for unauthorized charges, but less for other issues), and the process is slower.
What if the merchant says I authorized the charge?
If you did authorize it but the merchant did not deliver what you paid for, or charged you incorrectly, Chase will still investigate. Bring evidence like emails, receipts, or screenshots showing what went wrong. If you straightforward changed your mind after authorizing it, Chase is unlikely to overturn the charge.
Can I dispute a charge more than once?
You can request that Chase reconsider a dispute if you have new evidence. However, filing multiple disputes for the same charge without new information may be treated as abuse of the dispute process, and Chase can close your account.