You can dispute a charge by contacting your card issuer directly, and they must investigate within 30 days
When you see a charge on your statement that you didn't authorize or that was processed incorrectly, your card issuer has a legal obligation to look into it. You don't need to wait or gather perfect documentation first — you start the dispute by calling the number on the back of your card or logging into your online account and reporting the transaction. The card issuer will then freeze the disputed amount (so you're not responsible for it while they investigate) and contact the merchant to ask for proof that the charge was legitimate.
The investigation takes up to 30 days for most disputes, though some card issuers resolve them faster. During this time, the money stays in your account — you won't lose access to it. If the issuer sides with you, the charge is removed permanently. If they side with the merchant, they'll explain why and the charge goes back on your statement.
Key Takeaways
- Call the card issuer's dispute line (the number on your card) or use your online account to report the charge — you do not need to contact the merchant first.
- The issuer will hold the disputed amount in your account while they investigate, so you won't be charged interest or counted as late on that portion.
- You have up to 60 days from the date the charge appeared on your statement to file a dispute, though filing sooner is better.
- The issuer will ask the merchant for proof the charge was authorized, and if the merchant can't provide it, the charge is removed.
- If you lose the dispute, the issuer must explain their decision in writing, and you can ask them to review it again if you have new evidence.
When to dispute a charge
Dispute a charge if you don't recognize the transaction, if someone else used your card without permission, if the merchant charged you twice for one purchase, or if the amount is wrong. You should also dispute if you returned an item and the refund never appeared, or if a merchant charged you after you cancelled a subscription or recurring payment.
Do not dispute a charge just because you changed your mind about a purchase or because you're unhappy with the product or service — those are issues to resolve directly with the merchant first. If the merchant refuses a refund and you believe the charge was unauthorized or fraudulent, then you can escalate to a dispute.
How to file a dispute with your card issuer
Call the customer service number on the back of your card. Tell them you want to dispute a charge and give them the transaction date, the merchant name, and the amount. The representative will ask you to describe what happened — whether you didn't authorize it, whether it was a duplicate charge, whether the amount was wrong, or whether you returned the item and didn't receive a refund. Be specific about what went wrong.
If you prefer not to call, most card issuers let you file a dispute through their mobile app or website. Log in, find the transaction in your statement, and look for a "Report a Problem" or "Dispute This Charge" button. You'll fill out a form describing the issue. Keep the confirmation number or reference ID the issuer gives you — you'll need it if you have questions later.
Some card issuers will ask you to send written documentation, such as a receipt showing a different amount or an email from the merchant confirming a refund. Have these ready, but don't let a request for documents delay you from filing — you can send them after you've reported the dispute.
What happens during the investigation
Once you file, the issuer puts a temporary credit on your account for the disputed amount. This credit is not permanent — it's a hold while they investigate. The issuer then contacts the merchant and asks them to prove the charge was authorized and correct. The merchant has a set time (usually 10 to 30 days) to respond with documentation, such as a signed receipt, an authorization code, or proof of delivery.
If the merchant doesn't respond or can't provide proof, the issuer will remove the charge and the temporary credit becomes permanent. If the merchant provides documentation that satisfies the issuer, the charge goes back on your statement and you'll owe it again. The issuer will notify you of the outcome in writing, either by mail or through your online account.
What to do if you lose the dispute
If the issuer sides with the merchant, they must send you a written explanation of why. Read it carefully — sometimes the merchant's proof is weak or the issuer made an error. If you believe the decision was wrong, you can ask the issuer to reconsider. Gather any new evidence you have, such as a receipt showing a different amount, an email from the merchant acknowledging an error, or proof that you returned the item.
Contact the issuer again and explain why you disagree with their decision. Provide the new evidence. The issuer will review it, though they are not required to reverse their decision a second time. If they still side with the merchant, that's the end of the dispute process with the issuer. You can then pursue the issue with the merchant directly, through your state's attorney general, or through small claims court if the amount is large enough.
Disputes for unauthorized charges and fraud
If someone used your card without your permission, the process is the same, but the issuer treats it as fraud rather than a billing error. Report it as soon as you notice it. You are not responsible for unauthorized charges under federal law — the issuer must remove them. The issuer may also issue you a new card with a new number to prevent further unauthorized use.
If your card was lost or stolen, call the issuer when ready to report it and ask them to cancel the card. Then file disputes for any charges you didn't make. The issuer will investigate each one, but because they're fraudulent rather than billing errors, the process may move faster.
Disputes for refunds that never arrived
If you returned an item or cancelled a subscription and the merchant promised a refund but it never showed up, contact the merchant first and ask for a refund status. Ask them for the date the refund was issued and the confirmation number. If they say they issued it but you still don't see it after 5 to 7 business days, file a dispute with your card issuer.
When you file, tell the issuer that you returned the item or cancelled the service and the merchant confirmed the refund but it never arrived. Provide any confirmation emails or receipts from the merchant. The issuer will contact the merchant to verify the refund was actually issued. If the merchant can't prove it, the issuer will credit your account.
Frequently Asked Questions
How long do I have to dispute a charge?
You have up to 60 days from the date the charge appeared on your statement. Some card issuers allow disputes beyond 60 days if you have a good reason for the delay, so call and ask even if it's been longer. Filing sooner is always better because the merchant has less time to lose documentation.
Will I have to pay the charge while the dispute is being investigated?
No. The issuer will place a temporary credit on your account for the disputed amount, so you won't owe it and you won't be charged interest on it. If the issuer sides with the merchant, the charge goes back on your statement and you'll owe it then.
Can I dispute a charge if I authorized it but changed my mind?
No. Disputes are for unauthorized charges, billing errors, and fraud — not for buyer's remorse. Contact the merchant directly and ask for a refund. If they refuse and you believe the charge was actually unauthorized, then you can file a dispute.
What if the merchant says I authorized the charge and I say I didn't?
The issuer will ask the merchant for proof of authorization, such as a signed receipt or a recorded phone call. If the merchant can't provide it, the issuer will remove the charge. If the merchant provides proof and the issuer believes it, they'll side with the merchant — but you can ask them to reconsider if you have new evidence.
Do I need to contact the merchant before I dispute with my card issuer?
No. You can go straight to your card issuer. However, if the issue is a refund that never arrived or an amount that's wrong, contacting the merchant first can sometimes resolve it faster. For unauthorized or fraudulent charges, report to the issuer when ready without contacting the merchant.