Start a dispute within 60 days of the charge appearing on your statement
You have the right to dispute a charge on your credit card, and the process is straightforward: contact your card issuer (the bank or company that issued your card), not the merchant. Most card issuers allow you to start a dispute up to 60 days after the charge appears on your statement, though some allow longer. The issuer will then investigate whether the charge was authorized and whether the merchant fulfilled what they promised.
The card issuer is legally required to investigate your dispute under the Fair Credit Billing Act. During the investigation, the issuer typically removes the charge from your balance so you do not have to pay it while they look into it. If the investigation finds in your favor, the charge stays removed. If it finds against you, the charge goes back on your account.
You do not need to have tried to resolve the problem with the merchant first, though doing so can strengthen your case. If you have already contacted the merchant and they refused to help, that documentation will be useful when you file the dispute.
Key Takeaways
- Contact your card issuer directly by phone, mail, or their online portal — do not contact the merchant or the payment processor.
- You have up to 60 days from when the charge appears on your statement to start a dispute, though some issuers allow longer.
- The charge is typically removed from your balance while the issuer investigates, so you will not owe it during that time.
- Gather documentation before you call: your statement, receipts, emails with the merchant, and a clear explanation of why the charge is wrong.
- The investigation usually takes 30 to 90 days, and the issuer will notify you in writing of the outcome.
Gather your documentation before contacting your card issuer
Before you call or write, collect everything that supports your dispute. This includes your credit card statement showing the charge, any receipt or confirmation email from the merchant, emails or messages where you communicated with the merchant about the problem, and a clear written summary of what went wrong.
If the charge was unauthorized (someone else used your card), gather any evidence that you did not make the purchase: a statement that you were not present, a police report if your card was stolen, or a record of when you reported the card lost or stolen. If the charge was for something that never arrived or was damaged, keep photos of the packaging or any communication from the merchant about the shipment.
If the merchant promised a refund and did not deliver it, save all emails or messages showing that promise. The stronger your documentation, the faster the issuer can resolve the dispute in your favor.
Contact your card issuer through the method that creates a written record
You can start a dispute by phone, mail, or through your card issuer's online portal or app. Phone is fastest for an initial conversation, but follow up with a written dispute through mail or the online portal so there is a record of your claim. Many card issuers require a written dispute anyway, even if you call first.
When you contact them, have your statement and documentation ready. Explain clearly what the charge is, when it appeared, and why it is wrong. Use specific language: say "unauthorized" if someone else made the charge, "not received" if the item never arrived, "defective" if it arrived damaged, or "merchant refused refund" if you already asked them to reverse it.
Ask the issuer for a confirmation number or reference number for your dispute, and ask how long the investigation will take. Most issuers will tell you they will contact you in writing within 30 days with an update.
Understand what happens during the investigation
Once you file a dispute, the card issuer sends a notice to the merchant asking them to respond. The merchant has a set time (usually 7 to 10 days) to provide evidence that the charge was legitimate and that they fulfilled their obligation. This might be a signed receipt, a tracking number showing delivery, or a record of the service provided.
The issuer reviews both your claim and the merchant's response. If the merchant does not respond, the issuer often rules in your favor by default. If the merchant does respond, the issuer decides based on the evidence. For unauthorized charges, the burden is usually on the merchant to prove you authorized it. For other disputes, the issuer weighs both sides.
During this time, the charge remains removed from your balance. You do not have to pay it while the investigation is ongoing. If the issuer ultimately rules against you, they will notify you in writing and the charge will reappear on your account.
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 do not file a chargeback yourself; the issuer handles it.
Some people use the terms interchangeably, but the distinction matters when you are talking to the issuer. When you contact them, say you want to "dispute" the charge. The issuer will handle the chargeback process on their end if they find in your favor.
Act quickly if the merchant is a subscription service or recurring charge
If the charge is from a subscription service you no longer want, you have two options: dispute the charge with your card issuer, or cancel the subscription directly with the merchant. Canceling is usually faster and prevents future charges.
If you already asked the merchant to cancel and they kept charging you, then dispute those charges with your card issuer. Provide evidence of your cancellation request — an email confirmation, a screenshot of your account settings, or a message showing you asked them to stop. The issuer will use this to determine whether the charges were authorized.
For recurring charges you did not authorize in the first place, you can dispute them and also ask your card issuer to block future charges from that merchant. Most issuers can do this through their online portal or by phone.
Protect yourself if the dispute is ruled against you
If the issuer rules against you and the charge is reinstated, you have limited options. You can ask the issuer to reconsider if you have new evidence, but the investigation is usually final. You can also file a complaint with the Consumer Financial Protection Bureau (CFPB) if you believe the issuer did not investigate fairly, though this does not reverse the charge.
If the merchant is clearly acting in bad faith — charging without authorization, refusing to deliver, or ignoring cancellation requests — you can report them to your state's attorney general or to the Federal Trade Commission (FTC). This does not recover your money but may prevent them from doing it to others.
Going forward, monitor your statements regularly so you catch unauthorized or unwanted charges quickly. The sooner you dispute a charge, the stronger your case and the faster the resolution.
Frequently Asked Questions
What if I already paid the charge before I noticed it was wrong?
You can still dispute it. The 60-day window starts when the charge appears on your statement, not when you pay it. If you paid the merchant directly to try to resolve it, keep that receipt — it shows you tried to fix the problem first.
Can I dispute a charge if I authorized it but changed my mind?
Changing your mind is not usually grounds for a dispute. Disputes are for unauthorized charges, items that never arrived, items that were damaged or defective, or merchants who refused a promised refund. If you straightforward regret a purchase, contact the merchant about their return policy instead.
How long does a dispute investigation take?
Most investigations take 30 to 90 days. The issuer must acknowledge your dispute in writing within 30 days and resolve it within 60 to 90 days. Some issuers are faster. Ask for a timeline when you file so you know what to expect.
What if the merchant claims I authorized the charge?
If you did not authorize it, tell the issuer that clearly. The merchant must provide proof of your authorization — a signed receipt, a recorded phone call, or an email from your account. If they cannot provide it, the issuer usually rules in your favor. If they do provide it and you still believe it is fraudulent, explain why to the issuer.
Do I need a lawyer to dispute a charge?
No. The dispute process is designed for consumers to use without legal help. If the issuer rules against you and you believe they violated the Fair Credit Billing Act, you can consult a lawyer, but most disputes are resolved through the issuer's investigation alone.