How to dispute a charge on your credit card
You dispute a charge by contacting your card issuer — the bank or credit union that issued your card — and telling them the transaction was unauthorized, fraudulent, or wrong in some other way. Your issuer then investigates by asking the merchant for proof that you authorized the charge and that the transaction went through as described. If the merchant cannot provide that proof, or if your issuer agrees the charge was improper, the money goes back into your account. The whole process typically takes 30 to 90 days, though your issuer must give you a provisional credit within two business days if the charge is over $25 and you reported it promptly.
The key is speed. Card issuers have strict important date for accepting disputes — usually 60 days from when the charge appeared on your statement, though some allow up to 120 days. Once you report the charge, your issuer must acknowledge your dispute in writing within 30 days and finish investigating within 90 days. You are protected during this time: your issuer cannot close your account or report you as delinquent while the dispute is pending.
Key Takeaways
- Contact your card issuer as soon as you notice the charge — by phone, mail, or their website — and provide the transaction date, amount, and merchant name.
- Your issuer must give you a provisional credit within two business days if the charge is over $25, though the full investigation takes 30 to 90 days.
- You have 60 days from the statement date to report the charge; after that, your issuer is not required to investigate.
- Keep copies of all correspondence with your issuer and the merchant, because you may need to prove you reported the dispute if the merchant contests the outcome.
- If your issuer rules against you, you can ask for the reason in writing and dispute that decision with your state banking regulator.
The three reasons you can dispute a charge
Unauthorized charge: Someone used your card without your permission. This includes theft, fraud, or a situation where a merchant charged you after you told them to stop (like a subscription you cancelled but they kept billing). You do not have to prove who did it — you only have to say you did not authorize it.
Billing error: The merchant charged you the wrong amount, charged you twice for the same thing, or charged you for something you returned. You might also dispute if the merchant charged you on the wrong date or for a different item than the one you ordered.
Merchant did not deliver or delivered something defective: You ordered an item and it never arrived, or it arrived damaged or significantly different from what was advertised. This category is narrower than it sounds — if you received the item but straightforward changed your mind or did not like it, that is usually a return issue with the merchant, not a dispute issue with your card issuer.
How to start a dispute with your card issuer
Call the customer service number on the back of your card or log into your online account and look for a "Report a Problem" or "Dispute a Transaction" option. Have your statement in front of you and be ready to provide the transaction date, the amount, the merchant name, and a brief explanation of why you are disputing it. The representative will create a case number and tell you what happens next.
If you prefer not to call, most card issuers accept disputes by mail. Write a letter to the address listed on your statement (usually the billing inquiry address, not the payment address) and include your account number, the transaction date, amount, merchant name, and your explanation. Send it certified mail with return receipt so you have proof of when it arrived. Mail disputes take longer — sometimes weeks just to be logged — so call if the charge is urgent.
Some issuers also let you start a dispute through their mobile app or website. This is usually the fastest route because it creates a record when ready and you can upload photos of receipts or other documents right away.
What happens after you report the dispute
Your issuer must send you a written acknowledgment within 30 days that says your case number, the amount in dispute, and what they are investigating. They will also tell you whether they have given you a provisional credit. If the charge is over $25 and you reported it within 60 days of the statement date, federal law requires them to credit your account provisionally within two business days — meaning the money goes back while they investigate, even if they have not finished yet.
During the investigation, your issuer contacts the merchant and asks for proof that you authorized the charge and that it posted correctly. The merchant has a set time — usually 10 to 30 days — to respond. If they do not respond or cannot prove the charge was valid, your issuer removes it permanently. If the merchant provides proof, your issuer reviews it and decides whether to uphold or reverse the charge.
The entire investigation must be finished within 90 days. Your issuer will send you a final letter explaining their decision and whether the charge is being removed or put back on your account. If they put it back and you disagree, you can ask for the reason in writing and file a complaint with your state's banking regulator or the Consumer Financial Protection Bureau.
What you need to gather before you dispute
Collect anything that supports your version of what happened. If the charge was unauthorized, gather any evidence that you were not the one who made it — a police report if your card was stolen, your phone records if someone used your information online, or a statement from a family member if they used the card without permission. If the merchant charged you twice, find both charges on your statement. If an item did not arrive, keep the tracking information showing it was not delivered or the email from the merchant saying it is out of stock.
You do not need all of this to start a dispute — your issuer will investigate even if you only have the charge itself. But having documentation speeds things up and makes it harder for the merchant to contest the outcome. Save emails from the merchant, order confirmations, shipping notices, and any messages where you asked them to stop charging you.
What happens if the merchant disputes the outcome
After your issuer rules in your favor and removes the charge, the merchant can submit a counter-claim with proof that the charge was valid. This is rare but does happen. If it does, your issuer will contact you again and ask for your response. You then have a chance to provide more evidence or explain why the merchant's proof does not change the outcome.
If the merchant's evidence is strong enough, your issuer may reverse their decision and put the charge back on your account. This does not happen often — merchants have to meet a high bar to overturn a dispute that was already decided in your favor — but it is possible. If it does, you can ask your issuer to explain their reasoning and file a complaint with your state regulator if you believe they made a mistake.
Disputes versus returns and chargebacks
A dispute is what you file with your card issuer when you believe a charge is wrong. A return is when you contact the merchant directly and ask them to refund you. A chargeback is the formal process your issuer uses to recover money from the merchant's bank if the merchant refuses to refund you after a dispute.
Always try to resolve the problem with the merchant first if it is a return or refund issue — most merchants will refund you quickly if you ask. Only file a dispute if the merchant refuses to help or if you cannot contact them. Disputing too many charges can get your account flagged or closed, even if you win the disputes, because issuers see frequent disputes as a sign of risk.
Frequently Asked Questions
What if I miss the 60-day important date to report a charge?
Your issuer is not required to investigate after 60 days from the statement date, but some will anyway. Call and ask — it does not hurt. If they refuse, you can still contact the merchant directly and ask for a refund, but you lose the legal protection that comes with a formal dispute.
Can I dispute a charge while I am paying it off?
Yes. You can dispute a charge even if you have already made payments toward it. Your issuer will investigate regardless of whether the balance is paid in full or still outstanding. If you win the dispute, the charge is removed and any payments you made toward it are credited back to your account.
Will disputing a charge hurt my credit score?
No. A dispute itself does not appear on your credit report and does not affect your score. However, if your issuer puts the charge back on your account after the dispute and you do not pay it, that unpaid balance can hurt your score just like any other unpaid charge would.
What if the merchant is a subscription service I cancelled?
If you cancelled a subscription and the merchant kept charging you, that is an unauthorized charge and you can dispute it. Have your cancellation confirmation ready — an email, a screenshot, or a record from your account showing when you cancelled. If you do not have proof of cancellation, tell your issuer you cancelled and the merchant kept billing anyway; they will investigate by asking the merchant for their cancellation records.
Can I dispute a charge if I used a debit card instead of a credit card?
Yes, but the process and your protections are different. Debit card disputes are handled under different federal rules and typically give you less time to report (often 45 days instead of 60) and less protection while the investigation happens. Contact your bank when ready if you notice an unauthorized debit card charge, because the sooner you report it, the more protection you have.