How to dispute a charge on your credit card statement
You can dispute a charge by contacting your credit card issuer — the bank or company that issued your card — and telling them the charge is wrong. The issuer has a legal obligation under the Fair Credit Billing Act to investigate within 30 days and either remove the charge, explain why it stands, or credit your account while they look into it. You do not need to go through the merchant first; you go straight to your card issuer.
The process is faster and simpler than most people expect. Most card issuers let you start a dispute online, by phone, or through their mobile app. You will need the transaction date, the amount, and a brief explanation of why you are disputing it — whether the charge was unauthorized, the merchant never delivered what you paid for, or the amount is wrong. The issuer will then contact the merchant on your behalf and ask them to prove the charge was legitimate.
Key Takeaways
- Contact your card issuer directly, not the merchant, to start a dispute — most issuers handle this online or by phone in minutes.
- The issuer must investigate within 30 days and either remove the charge, credit your account temporarily, or explain why the charge is valid.
- You are protected from paying a disputed charge while the investigation happens, though the merchant can provide evidence that proves the charge was correct.
- Keep records of all communication with the issuer and merchant, including order confirmations, shipping receipts, and any messages about the problem.
- If the issuer rules against you, you can ask them to reconsider or file a complaint with the Consumer Financial Protection Bureau.
When you can dispute a charge
You can dispute a charge if it was unauthorized — someone else used your card without permission — or if there is a problem with what you received. Common reasons include a merchant charging you twice for the same purchase, charging you a different amount than what was quoted, failing to deliver an item you paid for, or delivering something that is damaged or significantly different from what was described.
You cannot dispute a charge straightforward because you changed your mind about a purchase or because you are unhappy with the quality of a service you received, unless the merchant's description was deliberately misleading. If you ordered a blue shirt and received a blue shirt but do not like it, that is a return issue, not a dispute. If you ordered a blue shirt and received a red one, or if the listing said "new" but the shirt arrived used, that is a valid dispute.
You have up to 60 days from the date the charge appeared on your statement to file a dispute. Some issuers allow longer, but 60 days is the legal minimum. If you notice a charge weeks after it posted, you can still dispute it as long as you are within that window.
How to file a dispute with your card issuer
Start by logging into your card issuer's website or app and looking for a "dispute" or "report a problem" option, usually found in the transaction history or account settings. If you cannot find it online, call the customer service number on the back of your card. Have your statement in front of you with the transaction date and amount ready.
Tell the issuer which charge you are disputing and why. Be specific: instead of "the merchant never sent my order," say "I ordered a laptop on March 15 for $899, the merchant confirmed the order, but I never received it and tracking shows it was never shipped." The more detail you provide, the easier it is for the issuer to investigate.
The issuer will assign your dispute a reference number. Write this down. They will tell you what happens next — usually that they will contact the merchant and get back to you within 30 days. Some issuers will credit your account temporarily while they investigate; others will wait for the merchant's response first. Ask which applies to you.
What happens during the investigation
Once you file, the issuer contacts the merchant and asks them to provide evidence that the charge was legitimate. The merchant might send a copy of the signed receipt, proof of delivery, or a record showing you received the service. If the merchant does not respond within a set time — usually 10 to 15 days — the issuer often rules in your favor by default.
During this time, you are not required to pay the disputed amount. If the issuer has not yet credited your account, the charge still appears on your statement, but you can ignore it for payment purposes. Pay the rest of your bill normally. Do not ignore the entire bill or stop paying other charges, as that can hurt your credit.
The issuer will contact you when the investigation is complete. If they rule in your favor, the charge is removed and any temporary credit becomes permanent. If they rule against you, they will explain why — usually because the merchant provided proof that you authorized the charge or received what you paid for.
What to do if the issuer rules against you
If the issuer decides the charge is valid, you can ask them to reconsider. Gather any new evidence — emails from the merchant admitting the problem, photos of a damaged item, shipping records showing non-delivery — and send it to the issuer in writing, referencing your dispute number. Some issuers will reopen the case if you provide information they did not have before.
If the issuer still rules against you, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB does not overturn the issuer's decision, but they investigate whether the issuer followed the law correctly. If the issuer made a procedural error — for example, if they did not investigate within 30 days or did not credit your account while investigating — the CFPB can force them to correct it.
You can also pursue the dispute with the merchant directly. If the issuer ruled against you because the merchant provided proof of delivery, but you genuinely did not receive the item, you may have a case with the merchant's shipping carrier or the merchant's return policy. This is separate from the credit card dispute.
How to protect yourself before a dispute happens
Keep records of every online purchase: the order confirmation email, the merchant's website listing showing what you ordered and the price, and any shipping or tracking information. Take screenshots if the listing might change later. If you receive a damaged or wrong item, photograph it before opening it further, and keep the packaging.
For in-person purchases, keep your receipt. For online purchases from unfamiliar merchants, use a credit card rather than a debit card — credit card disputes are easier to win because the issuer has more incentive to protect you, whereas debit card disputes often require you to prove the merchant's wrongdoing more thoroughly.
If a merchant asks you to pay by wire transfer, gift card, or cryptocurrency to resolve a problem, do not do it. These payment methods cannot be disputed. If a merchant refuses to accept a credit card dispute and insists you resolve it their way, that is a sign to escalate to your issuer when ready.
Disputes for unauthorized charges
If someone else used your card without permission, the process is the same, but the outcome is almost always in your favor. You are protected by federal law from paying for unauthorized charges — your liability is zero if you report it promptly, and limited to $50 if you report it after the charge posts but before you receive your statement.
Report unauthorized charges as soon as you notice them. Call your issuer when ready, not just to file a dispute but to ask them to cancel your card and issue a new one. The issuer will also flag your account for fraud and may contact you about other suspicious charges. If multiple charges are unauthorized, report all of them at once.
Keep any evidence that the charge was not yours — for example, if you were out of the country when the charge occurred, or if the merchant's location is somewhere you have never been. The issuer will investigate, but unauthorized charges rarely require much evidence because the burden is on the merchant to prove you authorized it, not on you to prove you did not.
Frequently Asked Questions
Do I have to pay the disputed charge while the investigation is happening?
No. You are not required to pay a disputed charge while your issuer investigates. Pay the rest of your bill normally. Some issuers will temporarily credit the disputed amount to your account; others will straightforward not require you to pay it. Either way, the charge does not affect your payment status during the investigation.
How long does a dispute investigation take?
The issuer must complete their investigation within 30 days of receiving your dispute. In practice, many resolve in 10 to 15 days if the merchant responds quickly or does not respond at all. If the issuer needs more time, they will tell you and give you a new important date, usually no more than 45 days total.
Can a merchant sue me if I dispute a charge?
A merchant can pursue you in small claims court if they believe you filed a false dispute, but this is rare and usually only happens if you dispute a charge you clearly authorized and received. Disputing a legitimate charge you received is fraud and could result in legal action, but disputing a charge for a service you did not receive or an item that was not delivered is not fraud — it is the normal dispute process.
What if the merchant is in another country?
The process is the same. Your issuer will still investigate and contact the merchant, even if they are overseas. International disputes sometimes take longer because of time zone differences and communication delays, but your issuer is still required to investigate within 30 days. The merchant's location does not change your rights.
Will disputing a charge hurt my credit score?
No. Filing a dispute does not appear on your credit report and does not affect your credit score. Your score is based on payment history, credit utilization, and other factors — not on disputes. Disputing a charge is a normal part of using a credit card and has no negative impact on your credit.