What you can do about a charge you didn't make or didn't authorize
If you see a charge on your credit card statement that you don't recognize or that was made without your permission, you have a legal right to dispute it. The process is called a chargeback or dispute, and it's handled by your card issuer — the bank or credit union that issued your card. You don't go to the merchant; you go to your card company. The card issuer then investigates whether the charge was legitimate and either removes it or puts the money back in your account while they look into it.
The key thing to understand is timing. You have 60 days from the date the charge appeared on your statement to report it. After 60 days, your card issuer is no longer required to investigate. If you wait longer, you may still be able to dispute it, but the burden shifts to you to prove the charge was wrong — and many card issuers won't reopen old disputes.
Key Takeaways
- Contact your card issuer within 60 days of seeing the charge on your statement, either by phone, online, or through their mobile app.
- You'll need to describe what happened — whether you didn't make the purchase, didn't authorize it, or received something different from what you paid for.
- Your card issuer will usually credit the amount back to your account within two to five business days while they investigate.
- Keep copies of all correspondence, receipts, and statements related to the disputed charge in case the merchant challenges the dispute.
- If the merchant provides proof the charge was valid, your card issuer may reverse the credit and put the charge back on your account.
How to report a disputed charge to your card issuer
Start by contacting your card issuer directly. You can do this by phone, through their website, or through their mobile app — most major card issuers now let you dispute charges online without calling. Look for a link that says "Report a Problem" or "Dispute a Transaction" on your account page or in the transaction details for that specific charge.
When you report the charge, you'll need to tell your card issuer one of three things: (1) you didn't make this purchase, (2) someone else made it without your permission, or (3) you made it but received something different from what you paid for or the merchant never delivered it. Be specific about what happened. If it's fraud, say so. If the merchant charged you twice by mistake, say that. The more detail you give, the faster the investigation usually moves.
Your card issuer will assign your dispute a reference number. Write this down. You'll use it to track the investigation and to reference the dispute if you need to follow up.
What happens after you report the dispute
Within two to five business days, your card issuer will usually place a provisional credit back into your account for the disputed amount. This is not the same as a final decision — it's a temporary credit while the investigation happens. Your statement will show the charge as "disputed" or "under investigation."
The investigation itself typically takes 30 to 90 days. During this time, your card issuer contacts the merchant and asks them to prove the charge was valid. The merchant can respond with a receipt, a delivery confirmation, or other proof that you authorized the purchase and received what you paid for. If the merchant doesn't respond or can't provide proof, the dispute is usually decided in your favor and the provisional credit becomes permanent.
If the merchant does provide proof that the charge was legitimate, your card issuer will tell you and may reverse the provisional credit, putting the charge back on your account. At that point, you can either accept it or pursue other options — like a small claims lawsuit if the amount is large enough and you believe the merchant committed fraud.
Disputes for fraud versus merchant errors
The process is the same whether the charge was made by someone who stole your card number or by a merchant who made a mistake. But the outcome can depend on what happened. If someone used your card without permission, your card issuer is required by federal law to investigate and usually rules in your favor. If a merchant charged you twice or didn't deliver what you paid for, the merchant has a better chance of defending the charge — but only if they can prove you authorized it and received the goods or services.
If the charge was made with a stolen card number and you reported it quickly, your card issuer may also issue you a new card with a new number. This prevents the thief from making more charges. Ask about this when you report the fraud.
What to do if the merchant contacts you about the dispute
Once you've reported the dispute, the merchant may reach out to you directly — by email, phone, or mail — to try to resolve it. They might offer a refund, ask you to return the item, or ask you to withdraw the dispute. You can negotiate with them if you want to, but you're not required to. The dispute process continues regardless of whether you talk to the merchant.
If the merchant offers a refund and you accept it, tell your card issuer to close the dispute. This stops the investigation and prevents confusion later. If you don't accept the merchant's offer, keep all communication with them — emails, letters, receipts — and share it with your card issuer if they ask for it.
Protecting yourself from future unauthorized charges
While you're waiting for a dispute to be resolved, take steps to prevent the same thing from happening again. If your card number was stolen, your card issuer will send you a new card. When it arrives, destroy the old one and update any recurring charges (subscriptions, automatic payments) to use the new number.
If the charge was made by someone who had access to your physical card, consider whether your card is still find. If you lost it or someone else had it, report it lost or stolen to your card issuer right away — they can cancel it and send a replacement.
You can also set up fraud alerts or credit freezes through the three major credit bureaus (Equifax, Experian, and TransUnion) if you're concerned about identity theft. A fraud alert tells lenders to verify your identity before opening new accounts in your name. A credit freeze prevents anyone from opening accounts without your permission. Both are free.
What happens if your dispute is denied
If your card issuer investigates and decides the charge was valid, they'll notify you and explain why. At that point, the provisional credit is removed and the charge goes back on your account. You have the right to request that your card issuer reconsider, but they're not required to reopen the dispute unless you have new evidence.
If you believe the decision was wrong, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) or your state's attorney general. You can also pursue a small claims lawsuit against the merchant if the amount is large enough to justify the time and cost. Small claims court limits vary by state, but most are between $5,000 and $10,000.
Frequently Asked Questions
How long do I have to report a charge I didn't make?
You have 60 days from the date the charge appeared on your statement. After 60 days, your card issuer is no longer required to investigate under federal law. Some card issuers may still help you after 60 days, but the process is harder and you may have to prove the charge was wrong yourself.
Do I have to pay the disputed charge while it's being investigated?
No. Your card issuer will usually place a provisional credit on your account within a few days, so you don't have to pay the disputed amount. If the dispute is decided in your favor, the credit becomes permanent. If it's decided against you, the charge goes back on your account.
Can a merchant refuse to refund me if I dispute the charge?
A merchant can't refuse a chargeback — that's a decision made by your card issuer, not the merchant. But a merchant can provide proof to your card issuer that the charge was valid, which may cause your card issuer to rule against you. If that happens, the charge stays on your account.
What if the same merchant keeps charging me without permission?
Report each charge as a dispute. If it's a recurring charge you didn't authorize (like a subscription), you can also ask your card issuer to block future charges from that merchant. Some card issuers let you set spending limits or block specific merchants through their app or website.
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 card issuer investigates the dispute separately from your credit history.