The dispute process usually takes 30 to 90 days, depending on what went wrong and how quickly your card issuer investigates
When you report an unauthorized charge or a transaction that never arrived as promised, your card issuer has a legal window to investigate. Under the Fair Credit Billing Act (FCBA), they must acknowledge your dispute within 30 days and complete their investigation within 60 days — though they can extend that to 90 days if they need more time to contact the merchant. The clock starts when your issuer receives your written dispute, not when you first call or notice the problem.
The actual time you wait depends on several things: whether the merchant responds quickly, whether you have documentation ready, and whether the issue is straightforward or requires back-and-forth with the other business. A clear case of fraud or a charge from a merchant you never contacted moves faster. A dispute over the quality of a service or a refund that was promised but not posted takes longer because the issuer has to gather evidence from both sides.
Key Takeaways
- Your card issuer must acknowledge your dispute within 30 days and finish investigating within 60 days, extendable to 90 days if they contact the merchant.
- You must report the dispute in writing — a phone call starts the clock, but the issuer's legal important date runs from when they receive your written notice.
- During the dispute period, the charge is typically removed from your balance while the investigation happens, though you may still owe it if the issuer rules against you.
- If the merchant responds quickly with proof the charge was valid, your dispute can be closed in as little as two to three weeks.
- If the merchant ignores the issuer's request for information, the dispute may be resolved in your favor by default around day 60 to 90.
How the 30-60-90 day timeline actually works
Day 1 to 30: Your card issuer receives your written dispute and must send you a written acknowledgment within 30 days. This letter confirms they received your claim and tells you what happens next. They also remove the disputed amount from your balance during this period — you do not pay interest on it while they investigate.
Day 30 to 60: The issuer contacts the merchant and asks them to provide proof that the charge was valid. The merchant has a set window (usually 10 to 14 days) to respond with documentation like a signed receipt, shipping confirmation, or proof of delivery. If the merchant does not respond, the issuer often rules in your favor.
Day 60 to 90: If the merchant does respond with documentation, the issuer reviews it against your claim. They may ask you for additional information — receipts, emails, proof you returned an item, or a statement about why you believe the charge is wrong. Once both sides have submitted their evidence, the issuer makes a final decision and notifies you in writing.
What happens to your balance while the dispute is open
The disputed charge is removed from your current balance when ready, so it does not count toward your credit limit or your minimum payment. You do not pay interest on the disputed amount during the investigation. However, this is temporary — if the issuer rules that the charge was valid, you will owe the full amount plus any interest that would have accrued if you had paid it on time.
Your credit report is not affected by an open dispute. The charge does not show as delinquent or unpaid. If the issuer ultimately decides against you, the charge goes back on your account and you have the same payment obligations as any other charge.
Why some disputes close faster than others
A dispute over an unauthorized charge — one you never made and do not recognize — often closes in 30 to 45 days. The merchant usually cannot provide a valid signature or proof you authorized the transaction, so the issuer rules in your favor quickly.
A dispute over a refund that was promised but never posted takes longer because the issuer has to verify that the merchant actually received the return and processed the refund. If the merchant claims they never got the item back, you may need to provide tracking information showing delivery to their return address. This back-and-forth can extend the timeline to the full 90 days.
A dispute over the quality of goods or services — you received the item but it was damaged, or the service was not as described — is the slowest type. The issuer has to decide whether the merchant's description matched what you received, which is subjective. They may ask for photos, emails between you and the merchant, or other evidence of what was promised versus what arrived.
What you need to do to keep the timeline on track
Submit your dispute in writing as soon as you notice the problem. A phone call to your card issuer starts the process, but the legal 30-day acknowledgment clock runs from when they receive your written dispute — usually a letter, email, or form submitted through your online account. Check your card's website or your statement for the exact address or portal to use.
Include as much documentation as you can with your initial dispute: the transaction date, the merchant name, the amount, and a clear explanation of why you believe it is wrong. If you have emails, receipts, tracking numbers, or proof of return, attach them. The more complete your submission, the faster the issuer can move forward without asking you for more information.
Respond promptly if the issuer asks for additional information. They may contact you by phone or email asking for clarification or more evidence. If you do not respond within their requested timeframe, they may close the dispute and rule against you, even if you had a valid claim.
What happens after the investigation closes
The issuer sends you a final written decision within a few days of completing their investigation. If they rule in your favor, the charge is permanently removed from your account and you owe nothing. If they rule against you, the charge goes back on your balance and you owe the full amount. You will receive a new statement showing the charge restored, and you can then pay it or dispute it again if you have new evidence.
If you disagree with the issuer's decision, you can request that they reconsider, but you will need new information or documentation you did not have during the first investigation. straightforward disagreeing with their conclusion is not enough to reopen the case.
Disputes that take longer than 90 days
In rare cases, an investigation can extend beyond 90 days if the merchant is slow to respond or if the issuer needs to gather information from multiple parties. This sometimes happens with travel disputes, where the airline or hotel has to coordinate with a third-party booking site, or with international transactions, where communication takes longer.
If your dispute has been open for more than 90 days and you have not received a final decision, contact your card issuer and ask for a status update. Ask them specifically whether they are still waiting for the merchant to respond or whether they need additional information from you. If they cannot provide a clear reason for the delay, you can file a complaint with the Consumer Financial Protection Bureau (CFPB), which oversees credit card dispute rules.
Frequently Asked Questions
Can I use my credit card while a dispute is open?
Yes. The dispute only affects that one charge — your card remains active and you can use it normally. The disputed amount is removed from your balance, so your available credit increases by that amount during the investigation.
What if the merchant goes out of business during my dispute?
Your card issuer still has to investigate and make a decision based on the evidence available. If the merchant is unreachable, the issuer may rule in your favor by default because the merchant cannot provide proof the charge was valid. This usually happens around day 60 to 90.
Do I have to pay the disputed charge while the investigation is happening?
No. The charge is removed from your balance and does not count toward your minimum payment. You do not owe it unless the issuer rules against you after the investigation closes.
Can my card issuer charge me a fee to dispute a transaction?
No. Disputing a charge is a right under the FCBA and card issuers cannot charge you for it. If a card issuer tries to charge a dispute fee, that is a violation of federal law.
What if I dispute a charge and then the merchant refunds it?
Contact your card issuer when ready and ask them to close the dispute. If the refund posts to your account before the investigation closes, the issuer will typically withdraw the dispute. If you do not notify them and they complete the investigation, you may end up with both the refund and a credit from the dispute, which you would then have to return.