The timeline for disputing a charge starts the moment you spot it
You have up to 60 days from the date the charge appeared on your statement to file a dispute with your credit card company. This is a federal rule under the Fair Credit Billing Act, and it applies to all credit cards issued by banks in the United States. The 60 days is a hard important date — if you call on day 61, the card company can refuse to investigate.
The clock starts when the charge shows up on your statement, not when the transaction happened. A charge might post days or even weeks after you made the purchase, so check your statements regularly. If you spot something wrong, don't wait. The sooner you dispute it, the sooner the card company can start their investigation and the sooner you might see a credit back to your account.
Key Takeaways
- You must file a dispute within 60 days of the charge appearing on your statement, not 60 days from when you made the purchase.
- Contact your card company by phone, mail, or through your online account — all three methods start the clock on their investigation period.
- The card company must investigate and respond to you within 30 days, though they can extend to 90 days if they need more time to gather information.
- While the dispute is open, the card company cannot report the charge as late or damage your credit score for that amount.
- If the card company finds in your favor, they must remove the charge and credit your account; if they find against you, they must explain why in writing.
How to file a dispute and what happens next
Start by contacting your credit card company directly. You can call the number on the back of your card, log into your online account and look for a "dispute" or "report a problem" option, or send a written letter to the address listed in your statement. Phone is fastest — you'll get a confirmation number when ready — but a written letter creates a paper trail if you need it later.
When you contact them, describe the charge clearly: the merchant name, the amount, and the date it posted. Explain why you're disputing it — you didn't make the purchase, the merchant charged you twice, the amount is wrong, or the merchant never delivered what you paid for. The card company will assign your dispute a case number and tell you what happens next.
Your card company then has 30 days to investigate. During this time, they contact the merchant, review the transaction details, and decide whether the charge was valid. They may ask you for more information — a receipt, an email from the merchant, proof you returned an item. Respond quickly if they ask; delays can slow down the investigation.
What "provisional credit" means and when you get your money back
Many card companies offer provisional credit while they investigate. This means they credit the disputed amount back to your account temporarily, usually within 5 to 10 business days. You can use this money, but it's not final — if the investigation finds the charge was valid, the card company will remove the credit and you'll owe the amount again.
Provisional credit is not the same as a permanent refund. It's a courtesy while the card company works. Some card companies offer it automatically; others only offer it if you ask or if the dispute involves a large amount. Ask about it when you file your dispute.
If the investigation finds in your favor, the provisional credit becomes permanent and the charge is removed from your account. If the investigation finds against you, the card company will notify you in writing and explain why they decided the charge was valid. At that point, you owe the amount again if it was provisionally credited.
The card company's investigation period and what they're looking for
The card company has 30 days to complete their investigation, but they can extend this to 90 days if they need more time. They must notify you in writing if they're extending the important date and explain why. During the investigation, they're checking whether the merchant has proof you authorized the charge, whether the amount matches what you should have been charged, and whether the merchant delivered what you paid for.
For unauthorized charges — someone used your card without permission — the card company looks at whether the transaction matches your normal spending patterns and whether you reported the card missing or compromised. For billing errors — the merchant charged you twice or charged the wrong amount — they check the merchant's records against your receipt.
For merchandise disputes — you paid but never received the item, or it arrived damaged — the card company may ask you to attempt a refund from the merchant first. If the merchant won't refund you, the card company can side with you based on the merchant's failure to deliver.
Your credit score is protected while a dispute is open
While your dispute is being investigated, the card company cannot report the disputed charge as late or delinquent, even if you haven't paid it. This means the charge won't damage your credit score during the investigation period. Your credit report will show the account as disputed, which is neutral — it doesn't hurt you, but it also doesn't help.
Once the investigation closes, the outcome changes what happens to your credit. If you win the dispute, the charge is removed and your credit is unaffected. If you lose, the charge goes back on your account and you owe it. If you don't pay it, then it can be reported as late and damage your credit score.
What to do if the card company denies your dispute
If the card company investigates and decides the charge was valid, they must send you a written explanation. Read it carefully — sometimes their reasoning reveals a mistake or a misunderstanding you can correct. If you disagree with their decision, you have options.
You can request that the card company reconsider, though this is rarely successful if they've already completed a full investigation. You can also file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB doesn't overturn the card company's decision, but they investigate whether the card company followed the law and can force them to correct violations.
If the dispute involves fraud or an unauthorized charge, you may also report it to your local police department and the Federal Trade Commission at reportfraud.ftc.gov. These reports create an official record and can help if the card company reconsiders later.
Disputes for different types of charges
The 60-day window applies to all credit card disputes, but the investigation process varies slightly depending on what went wrong. For unauthorized charges — someone else used your card — the card company must prove you authorized the transaction or they must refund you. Your liability is limited to $50 under federal law, and many card companies waive even that if you report the fraud quickly.
For billing errors — duplicate charges, wrong amounts, charges posted to the wrong account — the card company must verify the merchant's records match the charge. For merchandise disputes — you didn't receive the item or it arrived damaged — the card company may require you to attempt a chargeback through the merchant first, though some card companies will investigate without this step.
For subscription charges you didn't authorize or forgot to cancel, the process is the same as any other dispute. You have 60 days from when the charge posted, and the card company investigates whether you authorized the recurring charge.
Frequently Asked Questions
What if I miss the 60-day important date?
The card company is not required to investigate disputes filed after 60 days. You can still call and ask, and some companies may investigate as a courtesy, but they have no legal obligation to do so. Your best option is to contact the merchant directly and request a refund.
Can I dispute a charge after I've already paid it off?
Yes. The 60-day window is based on when the charge appeared on your statement, not whether you've paid it. If you paid the charge but later discovered it was fraudulent or wrong, you can still dispute it within 60 days of the statement date.
Do I have to pay the disputed amount while the investigation is open?
No. While a dispute is open, you are not required to pay the disputed amount. The card company cannot report you as late for that charge. However, you must still pay any other charges on your account that are not in dispute.
How many times can I dispute the same charge?
You can file one dispute per charge. If the card company investigates and denies your dispute, you cannot file another dispute for the same charge with the same card company. You can file a complaint with the CFPB or pursue other remedies, but you cannot re-dispute through the card company.
What if the merchant goes out of business before the investigation is complete?
The card company still investigates based on the information they have. If the merchant is no longer in business and cannot provide documentation, the card company may side with you based on the merchant's inability to prove the charge was valid. This works in your favor in most cases.