Start a dispute directly with your card issuer, not the merchant
When you spot a charge you don't recognize or believe is wrong, contact your credit card company first — not the store or business that charged you. Your card issuer (the bank or financial institution that issued your card) has a legal obligation to investigate and can reverse the charge while they look into it. Most card issuers let you start a dispute online through your account portal, by phone, or by mail.
The process is faster and more protective than trying to resolve it with the merchant directly. Your card issuer can freeze the charge when ready, meaning you won't owe that amount while the investigation happens. If you contact only the merchant, you're relying on them to refund you — and they have no legal important date to do so.
Key Takeaways
- Contact your card issuer within 60 days of the charge appearing on your statement; after that, your legal protection is limited or gone.
- Gather your statement, any receipts or emails from the transaction, and a clear description of why the charge is wrong before you call or file online.
- Your card issuer must acknowledge your dispute in writing within 30 days and complete their investigation within 60 days, though many resolve it faster.
- You are not responsible for the disputed amount while the investigation is open, and your card issuer must credit it back if they find in your favor.
- Keep copies of everything you send and document the date, time, and name of anyone you speak with.
Gather your documentation before you contact your issuer
Have your statement in front of you and write down the exact charge amount, the date it posted, and the merchant name as it appears on your bill. If you have a receipt from the transaction, a confirmation email, or any communication with the merchant, collect those too. If the charge is fraudulent (you didn't make it), note that clearly. If you made the purchase but the merchant charged you twice, or charged you a different amount than agreed, describe exactly what went wrong.
The more specific you are, the faster your issuer can investigate. "I don't recognize this charge" takes longer to resolve than "I returned this item on March 15 and was told I'd receive a refund, but I was charged twice instead." Write down the merchant's phone number and any order or reference numbers from your transaction — your issuer will use these to contact the merchant on your behalf.
File your dispute through your card issuer's online portal or by phone
Log into your credit card account online and look for a "Disputes" or "Transactions" section. Most major card issuers (Chase, Bank of America, American Express, Discover, and others) let you start a dispute directly in their app or website by selecting the charge and choosing a reason. You'll describe what's wrong and submit any supporting documents — upload a photo of a receipt, a refund confirmation email, or a screenshot of the merchant's return policy.
If you prefer to speak with someone, call the number on the back of your card. Have your statement and documentation ready. The representative will ask you to describe the charge and why you're disputing it, then walk you through next steps. They'll give you a dispute reference number — write this down when ready and keep it with your records.
You can also file a dispute by mail if you prefer a paper trail. Write a letter to your card issuer's dispute department (the address is usually on your statement or the issuer's website) and include your account number, the charge amount, the date, the merchant name, and your explanation. Send it certified mail so you have proof of delivery.
Understand the timeline and what happens while your dispute is open
Your card issuer must acknowledge your dispute in writing within 30 days. They will then investigate, which typically takes 30 to 60 days total from the date you filed. During this time, the disputed amount is removed from what you owe — you won't be charged interest on it, and it won't count against your credit limit. If the charge was fraudulent, you're protected by federal law and won't owe it at all.
The issuer will contact the merchant to ask for proof that you authorized the charge or that the charge was correct. The merchant has a important date to respond. If they don't respond or can't prove the charge was valid, the issuer will rule in your favor and the charge stays reversed. If the merchant provides proof you authorized it, the issuer may close the dispute and put the charge back on your account — but they must notify you in writing first, and you can ask for more information.
Know the difference between a dispute and a chargeback
A dispute is what you file with your card issuer. A chargeback is what happens if the dispute is resolved in your favor — the issuer reverses the charge and takes the money back from the merchant's bank account. You don't file a chargeback yourself; your issuer handles it.
Some people use the terms interchangeably, but the distinction matters if you're reading your issuer's materials or talking to a representative. When you "dispute a charge," you're starting the process. When the issuer "issues a chargeback," they've decided in your favor and are pulling the money back from the merchant.
What to do if the merchant contacts you during the investigation
The merchant may reach out while your dispute is open, especially if they received notice from your card issuer. Don't let them pressure you into withdrawing the dispute or accepting a partial refund if you believe the charge was wrong. You have the right to let the investigation run its course.
If the merchant offers a refund directly to your card, that's fine — accept it. But if they're asking you to drop the dispute in exchange for a refund that never comes, keep the dispute open. Document any communication with them (save emails, note the date and time of calls) and share it with your card issuer if they ask.
Act quickly if you spot a charge you don't recognize
Federal law protects you only if you report the charge within 60 days of when it appears on your statement. After 60 days, your card issuer can still investigate if you ask, but you may lose some legal protections and the issuer has more discretion in whether to refund you. Some issuers have their own internal important date that are shorter than 60 days, so don't wait.
If you notice unauthorized charges on your statement, check your other recent statements too — fraudsters often test a stolen card with small charges first. If you find multiple unauthorized charges, report them all at once. Also consider placing a fraud alert or credit freeze with the credit bureaus (Equifax, Experian, and TransUnion) to prevent new accounts from being opened in your name.
Frequently Asked Questions
Will disputing a charge hurt my credit score?
No. Disputing a charge does not appear on your credit report and does not affect your credit score. Your issuer may note the dispute in their internal records, but credit bureaus don't see it. Your score is based on payment history, credit utilization, and other factors — a dispute doesn't change any of those.
What if my card issuer rules against me?
If the issuer decides the charge was valid and closes the dispute in the merchant's favor, they will notify you in writing and explain why. You can ask for more details or request that they reconsider if you have new evidence. Some issuers allow you to appeal, though the process varies. If you disagree with the outcome, you can also file a complaint with the Consumer Financial Protection Bureau (CFPB).
Can I dispute a charge if I authorized it but changed my mind?
Not through the standard dispute process. If you bought something and then decided you didn't want it, that's a return or refund issue, not a dispute. Contact the merchant directly and ask about their return policy. However, if you authorized a charge for a specific amount and the merchant charged you more, or if you canceled a subscription and were still charged, those are valid disputes.
How long does it take to get my money back?
Your issuer must complete the investigation within 60 days, but many resolve disputes in two to four weeks. Once they rule in your favor, the credit is usually applied to your account within one to three business days. If the charge was fraudulent, some issuers credit it back when ready while they investigate.
Do I have to pay the disputed charge while the investigation is open?
No. The disputed amount is removed from your balance while the investigation happens. You won't owe interest on it, and it won't count against your credit limit. If the issuer eventually rules against you, the charge goes back on your account and you'll owe it then — but you'll have time to pay it.