How to dispute a charge on your Chase credit card
You can dispute a charge on a Chase credit card by contacting Chase directly through their dispute process, which typically takes 30 to 60 days to resolve. Chase accepts disputes for unauthorized charges, billing errors, and charges for goods or services you never received. You do not have to pay the disputed amount while Chase investigates, though the charge may still appear on your statement.
The fastest way to start is to call the number on the back of your card or log into your Chase account online and file the dispute through your account dashboard. Chase will ask you to describe what happened, provide any supporting documents you have, and confirm whether you want them to investigate. Once filed, you'll receive a case number and a timeline for when you should expect a decision.
Key Takeaways
- Contact Chase by phone (the number is on your card) or through your online account to report a disputed charge within 60 days of the transaction.
- Chase will not require you to pay the disputed amount while they investigate, though the charge stays on your statement during the process.
- Gather receipts, emails, order confirmations, or written correspondence with the merchant before you file, as these documents speed up the investigation.
- Chase typically resolves disputes in 30 to 60 days and will notify you by mail or through your account once they reach a decision.
- If Chase rules against you, you can request that they reconsider if you have new evidence, though the outcome rarely changes.
What counts as a valid dispute with Chase
Chase recognizes four main categories of disputes. Unauthorized charges are transactions you did not make and did not allow someone else to make — this includes fraud and stolen card numbers. Billing errors are charges for the wrong amount, duplicate charges, or charges posted to your account twice. Goods or services not received means you paid for something that never arrived or was never delivered. Merchandise disputes
Disputes do not cover situations where you changed your mind about a purchase, where you straightforward forgot making a charge, or where you had a disagreement with a merchant about quality or service. If you ordered something, received it, and are unhappy with it, that is a customer service issue between you and the merchant, not a billing error. Chase will close a dispute filed for this reason and you will owe the full amount.
Steps to file a dispute through your Chase account
Log into your Chase account online or through the mobile app and go to the transaction history or recent charges section. Find the charge you want to dispute and select it. Chase will show you options to report the transaction — choose "I don't recognize this charge" or "I want to dispute this transaction," depending on what your account displays.
Chase will ask you to select the reason for the dispute from a list. Choose the option that matches your situation most closely — unauthorized, billing error, not received, or merchandise issue. Describe what happened in the text box provided. Be specific: if the charge was unauthorized, say when you first noticed it missing; if goods were not received, give the expected delivery date; if there was a billing error, explain what the correct amount should have been.
Upload any supporting documents directly through the form. This might include order confirmations, shipping tracking numbers, emails from the merchant, photos of damaged items, or proof that you returned something. The more documentation you provide upfront, the faster Chase can investigate. Submit the dispute and Chase will generate a case number — save this number and the confirmation email.
Disputing a charge by phone with Chase
Call the number on the back of your Chase card and tell the representative you want to report a disputed charge. Have your card number, the transaction date, the merchant name, and the amount ready. The representative will ask you to describe what happened and may ask follow-up questions to clarify the dispute category.
Tell the representative you want to file a formal dispute, not just report a concern. A formal dispute triggers Chase's investigation process and gives you the legal protections of the Fair Credit Billing Act. The representative will create a case number and send you a written confirmation in the mail within a few business days. Keep this confirmation — it documents when you filed and what you reported.
If you are calling about fraud or an unauthorized charge, mention this clearly. Chase may freeze your card when ready and issue a replacement. Ask whether they will send you a temporary card number or expedited replacement while they investigate.
What happens after you file a dispute
Chase has up to 60 days from the date you file to investigate and reach a decision. During this time, the charge remains on your statement but you are not required to pay it. If the charge is part of your minimum payment, you can pay the rest of your bill and exclude the disputed amount. Chase will not report you as late or delinquent for not paying a disputed charge while the investigation is open.
Chase will contact the merchant and ask them to provide proof that the charge was legitimate — a signed receipt, proof of delivery, or evidence that you received the goods. The merchant has a set time to respond. If they do not respond or cannot provide proof, Chase is more likely to rule in your favor. If the merchant provides documentation that contradicts your claim, Chase will weigh both sides before deciding.
Chase will notify you of their decision by mail or through your account. If they rule in your favor, the charge will be removed and any fees related to it will be reversed. If they rule against you, they will explain why and the charge will be your responsibility again. You will have a short window to pay it — usually 10 days — before it affects your account status.
What to do if Chase rules against you
If Chase decides the charge was valid and you disagree, you can request reconsideration if you have new evidence. New evidence means documents or information you did not submit the first time — not a restatement of your original claim. For example, if you initially said you never received a package and Chase ruled against you, new evidence would be a photo showing the package was not at your address or a statement from a neighbor confirming it never arrived.
Contact Chase and ask to file a second dispute or request reconsideration. Explain what new information you have and submit it with your request. Chase will review it, but the outcome often does not change unless the new evidence is substantial. If Chase rules against you a second time, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) if you believe Chase did not follow the dispute process correctly, though this does not overturn the charge itself.
Documents to gather before you dispute
Collect anything that supports your version of what happened. For unauthorized charges, gather statements showing when you first noticed the charge and any police report or identity theft report you filed. For charges not received, save the order confirmation, tracking information showing the package was not delivered, and any emails you sent to the merchant asking about the shipment. For billing errors, keep records of what you actually paid, receipts showing the correct amount, and any communications with the merchant about the price.
If you returned an item, keep the return receipt, tracking number for the return shipment, and any confirmation from the merchant that they received it back. If merchandise arrived damaged, take photos showing the damage and the original packaging. If you have email correspondence with the merchant, print or screenshot it. Chase does not require original documents — copies, screenshots, and digital files are acceptable.
Frequently Asked Questions
How long does a Chase dispute take?
Chase has up to 60 days to investigate and decide. Most disputes are resolved within 30 to 45 days. You will receive written notice of the decision by mail or through your account. The charge remains on your statement during the investigation but you do not have to pay it.
Will disputing a charge hurt my credit score?
Filing a dispute does not directly affect your credit score. However, if Chase rules against you and you do not pay the charge, it can become delinquent and damage your score. Paying the charge after a dispute is resolved will not hurt your score if you pay on time.
Can I dispute a charge more than 60 days after it posted?
Chase generally requires you to file within 60 days of the charge posting to your statement. If you file after 60 days, Chase may still investigate, but you lose some legal protections under the Fair Credit Billing Act. File as soon as you notice the charge.
What if the merchant goes out of business before Chase investigates?
Chase will still investigate even if the merchant is no longer in operation. If the merchant cannot be reached or does not respond, Chase is more likely to rule in your favor. The outcome does not change based on the merchant's status — only on whether they can prove the charge was valid.
Do I need to dispute through my account or can I just call?
Either method works. Disputing through your account online leaves a written record and allows you to upload documents when ready. Calling creates a phone record and generates a case number by mail. Choose whichever is more convenient — both trigger the same investigation process.