You have between 60 and 120 days from when you first see the charge on your statement
The Fair Credit Billing Act gives you at least 60 days to dispute a charge that appears on your credit card statement. Most card issuers — Visa, Mastercard, American Express, Discover — allow 120 days, which is twice the legal minimum. The clock starts the day the charge appears on your statement, not the day you were charged or the day you noticed it.
If you miss this window, you lose the right to dispute through your card issuer. The merchant and your bank are no longer required to investigate. This is why acting quickly matters: the sooner you report it, the sooner the investigation starts, and the sooner you get your money back if the dispute is upheld.
The exact important date depends on your card issuer. Call the number on the back of your card or log into your online account to find out whether your issuer uses the 60-day minimum or the longer 120-day window. Write down the important date date so you do not miss it.
Key Takeaways
- You must report a disputed charge within 60 to 120 days of when it appears on your statement, depending on your card issuer.
- Contact your card issuer by phone, mail, or through your online account — do not rely on email alone, because it may not create an official record.
- The investigation typically takes 30 to 90 days, and your card issuer must tell you the outcome in writing.
- Your card issuer must remove the charge from your bill while the dispute is being investigated, though they may re-add it if the merchant wins.
- If you dispute a charge after the important date passes, you lose your right to a formal investigation and chargeback protection.
How to start a dispute with your card issuer
Contact your card issuer as soon as you spot the charge. Call the customer service number on the back of your card. Tell them the charge is wrong, describe what happened (unauthorized use, duplicate charge, item never arrived, item was damaged), and provide the transaction date and amount. The representative will open a dispute case and give you a reference number — write this down when ready.
You can also start a dispute through your online account or mobile app. Most card issuers have a "dispute a transaction" or "report fraud" option in the transaction details. This creates a record, but follow up with a phone call to confirm the dispute was received and to get a reference number.
If you prefer to dispute in writing, send a letter to the address listed on your statement for billing disputes — not the payment address. Include your name, account number, the transaction date, the amount, and a clear explanation of why the charge is wrong. Send it by certified mail so you have proof of delivery. Keep a copy for your records.
What happens after you report the dispute
Your card issuer must acknowledge your dispute in writing within 30 days. They will remove the charge from your bill while they investigate — you will not owe that amount during the dispute period. However, the charge may still appear on your statement marked as "disputed" or "under investigation."
The investigation itself takes 30 to 90 days. Your card issuer will contact the merchant and ask them to prove the charge was legitimate. The merchant must provide evidence such as a signed receipt, proof of delivery, or documentation that you received the item or service. If the merchant cannot provide proof, your card issuer will rule in your favor.
You may be asked to provide additional information during the investigation — for example, proof that you returned an item or documentation of a defect. Respond promptly to any requests. Delays on your end can extend the investigation timeline.
Timeline from dispute to resolution
| Stage | Timeframe | What happens |
|---|---|---|
| You report the dispute | Day 1 | You contact your card issuer by phone, mail, or online account. |
| Written acknowledgment | Within 30 days | Your card issuer sends you a letter confirming the dispute and your reference number. |
| Investigation period | 30 to 90 days | Your card issuer contacts the merchant and gathers evidence. The charge remains removed from your bill. |
| Final decision | Within 10 business days after investigation ends | Your card issuer sends you a written decision. If you won, the charge stays removed. If you lost, it is re-added to your bill. |
The entire process from start to finish usually takes 60 to 120 days. Some disputes resolve faster if the merchant quickly admits the charge was wrong or cannot provide proof. Others take longer if the merchant disputes your claim and your card issuer needs more information from you.
What counts as a valid reason to dispute a charge
Unauthorized use is the strongest reason to dispute. This means someone else used your card without your permission — either the physical card was stolen or your card number was used online. Report this when ready, and your card issuer will typically issue you a new card.
Duplicate charges happen when a merchant charges you twice for the same transaction by mistake. Provide the transaction dates and amounts, and your card issuer will investigate whether the merchant processed the charge twice.
Item never arrived or was damaged is a common reason. If you ordered something online and it never showed up, or it arrived broken, you can dispute the charge. Your card issuer will ask for proof — tracking information showing non-delivery, photos of damage, or communication with the merchant about the problem.
Item or service not as described means what you received was significantly different from what was advertised. For example, you ordered a "new" laptop and received a used one, or a hotel room was advertised as oceanfront but faced a parking lot. Document the difference with photos or screenshots of the original listing.
Merchant error or billing mistake covers situations where the merchant charged you the wrong amount, charged you after you cancelled, or failed to process a refund they promised. Provide documentation of the original agreement or cancellation request.
Disputes over the quality of a service — you did not like the haircut, the meal was not good — are harder to win because the merchant can argue they delivered what was promised. Stick to disputes where the charge itself was wrong or the item was not delivered.
What happens if you miss the important date
If you report a dispute after 60 to 120 days have passed, your card issuer is not required to investigate. You lose your right to a formal chargeback, which is the legal process that forces a merchant to refund you. At this point, your only options are to contact the merchant directly and ask for a refund, or to pursue the matter through small claims court if the amount is large enough.
Some card issuers may still investigate a dispute reported after the important date as a courtesy, but they are not obligated to do so. Do not count on this. Mark your calendar or set a phone reminder for the important date date so you do not accidentally miss it.
Frequently Asked Questions
Do I have to pay the disputed charge while the investigation is happening?
No. Your card issuer must remove the charge from your bill while they investigate. You will not owe that amount during the dispute period. If the merchant wins the dispute, the charge will be re-added to your next statement.
Can I dispute a charge that happened more than a year ago?
No. The 60 to 120-day window is firm. Once that important date passes, you cannot use the chargeback process. Contact the merchant directly to ask for a refund, or consult a lawyer about small claims court if the amount is significant.
What if the merchant says I authorized the charge?
Your card issuer will ask the merchant to prove authorization — usually a signed receipt or a record of your consent. If you did not authorize it, say so clearly. If the merchant cannot produce proof, your card issuer will rule in your favor. If they can, you may lose the dispute unless you can show the authorization was fraudulent or obtained under false pretenses.
Will disputing a charge hurt my credit score?
No. Disputing a charge does not affect your credit score. The dispute is between you and your card issuer; it does not appear on your credit report. Your score is only affected if you fail to pay your bill or if the card issuer reports the account as delinquent.
Can I dispute a charge if I used a debit card instead of a credit card?
Yes, but the rules are different. Debit card disputes are covered by the Electronic Funds Transfer Act, which gives you 60 days to report unauthorized use. For other types of disputes (item not received, damaged, etc.), contact your bank when ready. Debit card disputes often take longer to resolve because the money comes directly from your account.