How to dispute a charge on your Chase card
You can dispute a charge on your Chase credit card by calling the number on the back of your card, logging into your Chase account online or through the mobile app, or writing to Chase in writing. Chase will investigate the charge and either reverse it, confirm it was legitimate, or ask you for more information. The process typically takes 30 to 90 days, though Chase may issue a temporary credit within two to five business days while they investigate.
You do not need to wait for a bill to arrive or for the charge to post fully. Dispute the charge as soon as you notice it — the sooner you report it, the sooner Chase can begin their investigation.
Key Takeaways
- Contact Chase through your online account, the mobile app, or by calling the number on the back of your card to start a dispute.
- Chase may place a temporary credit on your account within two to five business days while they investigate, even if the final outcome is not yet decided.
- You will need to describe what happened with the charge — whether it was unauthorized, the merchant charged you twice, or the amount was wrong.
- The full investigation takes 30 to 90 days, and Chase will notify you in writing of their decision and the reason for it.
- If Chase denies your dispute, you can ask them to reconsider or file a complaint with the Consumer Financial Protection Bureau.
Dispute a charge through your Chase online account
Log into your Chase account at chase.com or through the Chase mobile app. Go to your credit card account and find the transaction you want to dispute. Click on the charge to open its details, then look for an option to report it as unauthorized, fraudulent, or incorrect. Chase will walk you through a form asking what happened with the charge.
This method is the fastest because you can start the dispute when ready without waiting to speak to someone. Chase will send you a confirmation email with a reference number. Save this number — you will need it if you need to follow up on the dispute later.
Dispute a charge by phone
Call the number on the back of your Chase credit card. Tell the representative you want to dispute a charge. Have the following information ready: the date of the charge, the merchant name, the amount, and a brief description of why you believe the charge is wrong.
The representative will ask you questions about the charge and may ask you to describe what happened. Be specific — for example, if the merchant charged you twice, say so. If you never received the item, say that. If you did not authorize the charge at all, tell them that. The representative will create a dispute case and give you a case number.
Dispute a charge by mail
Write a letter to Chase that includes your name, account number, the date of the charge, the merchant name, the amount, and a clear explanation of why the charge is wrong. Include copies (not originals) of any supporting documents — a receipt showing a different amount, an email from the merchant, a shipping confirmation showing the item was never delivered, or anything else that supports your claim.
Mail your letter to the address on the back of your card or on your statement. Chase must receive written disputes within 60 days of when the charge appeared on your statement. Keep a copy of everything you send and note the date you mailed it. Written disputes take longer than phone or online disputes, but they create a paper trail.
What happens after you file a dispute
Chase will assign your dispute a case number and send you a confirmation. Within two to five business days, Chase may place a temporary credit on your account for the disputed amount. This is not a final decision — it is a courtesy while Chase investigates.
Chase will contact the merchant and ask them to provide evidence that the charge was legitimate. The merchant has a set time to respond, usually 10 to 30 days. Chase will review what the merchant sends and compare it to your account of what happened. You may receive a request for more information from Chase during this time — respond as quickly as you can.
After the investigation is complete, Chase will send you a letter explaining their decision. If they find in your favor, the temporary credit becomes permanent and the charge is removed. If they find the charge was legitimate, they will remove the temporary credit and you will owe the amount again.
What types of charges you can dispute
You can dispute a charge if it was unauthorized — meaning you did not make it and did not allow anyone else to make it. You can also dispute a charge if the merchant charged you the wrong amount, charged you twice for the same purchase, or charged you for something you returned or never received.
You cannot dispute a charge straightforward because you changed your mind about a purchase, even if you did not use the item. You also cannot dispute a charge for a service you received as promised, even if you were unhappy with the quality. The dispute process is for charges that were fraudulent, unauthorized, or incorrect — not for buyer's remorse.
If Chase denies your dispute
If Chase investigates and decides the charge was legitimate, they will explain their reasoning in writing. Read their letter carefully. If you believe they made a mistake or if you have new evidence, you can contact Chase and ask them to reconsider. Provide the new information in writing and explain why you think their decision was wrong.
If Chase still denies your dispute after reconsideration, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB will review your complaint and may contact Chase on your behalf. Filing a complaint does not overturn Chase's decision, but it creates a record and may prompt Chase to review their handling of your case.
Frequently Asked Questions
How long does a Chase dispute take?
The full investigation takes 30 to 90 days. Chase may place a temporary credit on your account within two to five business days, but that is not the final outcome. You will receive a written decision explaining whether the charge was removed permanently or whether you owe it again.
Will I have to pay the disputed charge while Chase investigates?
No. If Chase places a temporary credit on your account, you do not have to pay that amount while they investigate. If they do not place a temporary credit, contact them and ask why — you may be may have access to to one depending on the type of dispute.
What if the merchant says I authorized the charge?
If you did not authorize it, tell Chase that in your dispute. Chase will ask the merchant for proof of your authorization — a signed receipt, an email confirmation you sent, or a record of your consent. If the merchant cannot provide proof, Chase will likely find in your favor.
Can I dispute a charge after 60 days?
Chase must receive your dispute within 60 days of when the charge appeared on your statement. If you are past 60 days, contact Chase anyway — they may still investigate, but you are no longer protected by the standard dispute timeline. Act as soon as you notice a problem.
What should I do if the same merchant keeps charging me?
Dispute each unauthorized charge separately. After you file the first dispute, contact the merchant directly and ask them to stop charging your card. If they continue, you can also ask Chase to block future charges from that merchant or consider closing the card if the problem persists.