How to dispute a credit card charge
To dispute a credit card charge, contact your card issuer by phone, mail, or their online portal and tell them the charge is wrong. The issuer will then investigate whether the charge was authorised by you, whether it was processed correctly, and whether the merchant fulfilled their part of the deal. During the investigation, the issuer must remove the charge from your bill temporarily — you do not have to pay it while they look into it. The whole process usually takes 30 to 90 days, though some cases resolve faster.
The key is to act quickly. Most card issuers have a important date of 60 days from when the charge first appeared on your statement. After that window closes, your right to dispute it becomes much harder to enforce. Starting the dispute does not require a lawyer, special forms, or a fee — it is a protection built into your card agreement and federal law.
Key Takeaways
- Contact your card issuer within 60 days of the charge appearing on your statement, either by phone, mail, or their website.
- The charge will be removed from your bill temporarily while the issuer investigates, so you do not owe it during that time.
- Have your statement, the transaction date, the merchant name, and a clear reason for the dispute ready before you call.
- The issuer must respond with a decision within 30 to 90 days, and if they rule in your favour, the charge stays removed permanently.
- If the issuer sides with the merchant, you can escalate the dispute or pursue the merchant directly through small claims court.
The 60-day window and why it matters
Your card issuer must receive your dispute notice within 60 days of the charge appearing on your statement. This is not a guideline — it is a requirement under the Fair Credit Billing Act. If you miss this important date, the issuer can refuse to investigate and you lose your federal protection.
The 60 days starts from the date the charge first shows up on your statement, not from the date you were charged. If your statement arrives on the 15th of the month and the charge is on it, your clock starts then. Mark your calendar or set a phone reminder if you spot a problem — waiting until the next statement cycle can eat into your window.
What counts as a valid dispute
Not every disagreement with a merchant is a dispute the issuer will investigate. The issuer looks for specific problems: the charge was not authorised by you, the amount is wrong, the charge was processed twice, the merchant never sent what you paid for, or the merchant sent something damaged or not as described.
Disputes over the quality of a service or a refund the merchant promised but did not deliver are valid reasons to dispute. So are charges from a merchant you never heard of, charges for a larger amount than you agreed to, and charges that appear after you cancelled a subscription. What is not a valid dispute is a change of mind about a purchase you made and received as promised — that is a return or refund issue between you and the merchant, not a billing error.
How to start 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 have your statement in front of you. You will need the transaction date, the merchant name, the amount, and a brief explanation of why the charge is wrong. The representative will open a dispute case and give you a case number — write this down and keep it.
If you prefer not to call, most issuers let you start a dispute through their website or mobile app. Log into your account, find the transaction, and select "dispute" or "report a problem". You will fill in the reason and submit it. Some issuers also accept disputes by mail — you can write a letter with your account number, the transaction details, and your explanation, then mail it to the address on your statement.
Whichever method you use, the issuer must acknowledge your dispute in writing within 30 days. They will tell you what happens next and give you a case number if you did not get one already.
What happens during the investigation
Once you file a dispute, the issuer removes the charge from your bill temporarily. You do not owe it while they investigate. The issuer then contacts the merchant and asks them to prove the charge was authorised and that they fulfilled their obligation — sent the goods, provided the service, or whatever the transaction was for.
The merchant has a window (usually 10 to 30 days) to respond with evidence. If they do not respond, the issuer often rules in your favour by default. If they do respond, the issuer weighs the evidence. They look at whether you authorised the charge, whether the amount matches what you agreed to, and whether the merchant's explanation makes sense.
The issuer must finish their investigation and send you a written decision within 30 to 90 days. If they rule in your favour, the charge stays off your bill permanently and the merchant does not get paid. If they rule against you, the charge goes back on your bill and you owe it.
What to do if the issuer rules against you
If the issuer decides the charge was valid, they will explain their reasoning in writing. At this point you have a few options. You can contact the merchant directly and try to resolve it — ask for a refund, return the item, or cancel the service. Many disputes that fail at the issuer level succeed when you deal with the merchant yourself.
You can also escalate the dispute within the issuer. Some card companies have an appeals process or a supervisor review. Call the number on your statement and ask if you can appeal the decision. Provide any new evidence you have — emails from the merchant, photos of a damaged item, proof you cancelled a subscription, anything that strengthens your case.
If neither of those works, you can pursue the merchant in small claims court. The amount has to be within your state's small claims limit (usually $5,000 to $10,000, depending on the state). You file a claim, pay a small filing fee, and present your case to a judge. Many merchants settle rather than show up in court.
Disputes for unauthorised charges and fraud
If someone else used your card without permission, the process is similar but your protection is stronger. Federal law caps your liability at $50 if you report the fraud within 60 days of the charge appearing on your statement. If you report it after 60 days, you could be liable for the full amount.
For unauthorised charges, call your issuer when ready — do not wait for the statement. Many issuers will freeze your account and issue a new card the same day. The dispute process is the same, but the issuer knows from the start that you did not authorise the charge, so the investigation usually moves faster.
Frequently Asked Questions
Do I have to pay the disputed charge while the issuer investigates?
No. Once you file a dispute, the issuer must remove the charge from your bill temporarily. You do not owe it during the investigation. If the issuer rules against you, the charge goes back on and you owe it then, but you have time to pay it in your next billing cycle.
What if the merchant claims I authorised the charge?
The merchant has to prove it — usually with a signed receipt, an email confirmation, or a record of your account. If they cannot produce proof, the issuer rules in your favour. If they do have proof and it looks legitimate, the issuer will likely side with them, but you can still appeal or pursue a refund directly with the merchant.
Can I dispute a charge after I have already paid it?
Yes. You can dispute a charge even after you paid it. The issuer will refund the amount if they rule in your favour. However, you still have to file within 60 days of the charge appearing on your statement, so do not wait too long.
What happens if I dispute the same charge twice?
The issuer can refuse a second dispute on the same charge if the first one was already investigated and decided. However, if you have new evidence that changes the case, you can ask for an appeal or escalation. Explain what is different and why the first decision was wrong.
Does disputing a charge hurt my credit score?
No. Filing a dispute does not appear on your credit report and does not affect your score. Your credit is only affected if the charge stays on your bill unpaid, so disputing it actually protects your credit while the investigation happens.