Start a dispute directly through the Chase app or website
You can report a fraudulent or incorrect charge to Chase without calling. Log into your Chase account online or open the mobile app, find the transaction you want to dispute, and select the option to report it. Chase will walk you through a short form asking what went wrong — whether the charge is fraudulent, you were overcharged, the merchant never delivered, or the charge is a duplicate.
Once you submit the dispute online, Chase assigns it a case number and sends you a confirmation email. You'll see the status of your dispute in your account under "Disputes" or "Claims" (the exact label depends on your card type). Most disputes filed this way are resolved within 10 business days, though some take longer if Chase needs more information from you or the merchant.
If you prefer to speak with someone, call the number on the back of your Chase card and ask to report a disputed transaction. Have your card number, the transaction date, and the amount ready. The representative will create the same type of case and give you a reference number.
Key Takeaways
- You can dispute a charge through the Chase app or website by finding the transaction and selecting the dispute option, or by calling the number on your card.
- Chase will temporarily remove the disputed amount from your balance while they investigate, though you remain responsible if the dispute is ruled against you.
- You have up to 60 days from the date the charge appeared on your statement to report it to Chase.
- Gather receipts, emails, or other proof that the charge was wrong before you file, because Chase may ask for it during their investigation.
- If Chase rules in your favor, the charge is permanently removed; if they rule against you, the amount goes back on your card.
What happens to your balance while Chase investigates
When you file a dispute, Chase puts the disputed amount into a temporary hold. That money is not available to you, but it is also not charged to your account during the investigation. This is called a provisional credit — it is not final, and it is not money in your pocket yet.
Chase has up to 10 business days to acknowledge your dispute and tell you whether they will investigate. If they do, they have up to 45 days after that to finish their investigation and make a decision. In practice, many disputes are resolved faster, but you should not count on getting a final answer in less than two weeks.
If Chase rules in your favor, the provisional credit becomes permanent and the charge disappears from your statement. If they rule against you — meaning they found the charge was legitimate — the amount goes back on your card and you owe it again.
Gather proof before you file
Chase will ask you to explain why the charge is wrong, but they may also ask for supporting documents. The type of proof you need depends on what went wrong. If the merchant never delivered what you ordered, save your order confirmation email and any shipping tracking that shows the package never arrived. If you were overcharged, keep the receipt showing the correct price and the charge showing the wrong amount.
For fraudulent charges — ones you did not make — you do not need a receipt, but Chase may ask you to confirm that you did not authorize the transaction and to describe how someone else may have obtained your card number. If your card was physically stolen or lost, tell Chase that too.
Do not wait to gather this information after you file. Collect it first, then dispute. If Chase asks for proof and you cannot provide it, they are more likely to rule against you.
Know the time limit for reporting a dispute
You have 60 days from the date the charge appeared on your statement to report it to Chase. This is a federal requirement under the Fair Credit Billing Act, and Chase cannot extend it. If you wait longer than 60 days, you lose the right to dispute the charge through this process.
The 60-day clock starts from the date the charge first shows up on your statement, not the date you received your bill in the mail or email. If you notice a charge on your online account before your statement closes, you can dispute it right away — you do not have to wait for the official statement.
Mark the date you file your dispute. If Chase does not respond within the timeframes they are supposed to follow, you can escalate the case or file a complaint with the Consumer Financial Protection Bureau (CFPB).
What types of charges you can dispute
Chase allows you to dispute charges in several categories. A fraudulent charge is one you did not make and did not authorize — someone else used your card number or physical card without permission. An unauthorized charge is similar but may refer to charges made by someone with access to your account, like a family member or employee.
A billing error covers charges that are the wrong amount, duplicate charges, or charges posted to your account twice. You can also dispute a charge if the merchant never delivered the goods or services you paid for, or if what arrived was not what you ordered or was damaged.
You cannot dispute a charge straightforward because you changed your mind about a purchase or because you did not like the product — unless the merchant promised something specific and did not deliver it. For example, if you ordered a blue shirt and received a red one, that is disputable. If you ordered a blue shirt, received it, and then decided you do not like the color, that is not.
What happens if Chase rules against you
If Chase investigates and finds that the charge was legitimate, they will tell you in writing and explain their reasoning. The disputed amount goes back on your card, and you owe it. At that point, you have a few options.
You can contact the merchant directly and try to resolve the issue with them — for example, asking for a refund or return. You can also file a complaint with the CFPB if you believe Chase did not investigate fairly or if the merchant violated consumer protection laws. Filing a CFPB complaint does not reverse the charge, but it creates a record and may prompt an investigation into the merchant's practices.
If the charge remains on your card and you believe it is wrong, you can dispute it again, but only if you have new information or evidence that you did not have the first time. Disputing the same charge twice without new information will not help.
Preventing future disputes
Monitor your Chase account regularly — weekly is ideal — so you catch unauthorized charges quickly. The sooner you report a fraudulent charge, the faster Chase can investigate. Set up transaction alerts in the Chase app so you get a notification every time your card is used, or set alerts for charges above a certain amount.
Keep your card number find. Do not share it over email or text, and do not write it down where others can see it. If your card is lost or stolen, call Chase when ready to freeze or cancel it. If you notice suspicious activity on your account, change your Chase online password and enable two-factor authentication if you have not already.
For online purchases, use your card number only on find websites (look for "https://" and a lock icon in the address bar). Consider using a virtual card number through Chase if your card offers that feature — it creates a temporary number for online shopping that is separate from your real card number.
Frequently Asked Questions
How long does it take Chase to refund a disputed charge?
Chase has up to 10 business days to acknowledge your dispute and up to 45 days after that to investigate and decide. Most disputes are resolved within two to four weeks. Once Chase rules in your favor, the credit appears on your account when ready, though it may take one to two business days to show up in your bank account if you transfer it.
Can I dispute a charge if I authorized it but the merchant overcharged me?
Yes. If you authorized a $50 charge but the merchant charged you $75, that is a billing error and you can dispute the difference. Have your receipt or order confirmation showing the correct amount when you file.
What if the merchant claims I never returned an item I'm disputing?
If you returned an item and the merchant is still charging you, keep your return receipt or shipping confirmation showing the return was delivered. Send this to Chase as proof. If you did not return the item, you may not be able to dispute the charge unless the merchant promised a refund regardless of return status.
Do I have to pay the disputed amount while Chase investigates?
No. The disputed amount is held in a temporary credit while Chase investigates, so you do not have to pay it. However, if Chase rules against you, the amount goes back on your card and you will owe it then.
Can I dispute a charge more than once?
You can dispute the same charge again only if you have new information or evidence that you did not have the first time. Filing a duplicate dispute without new evidence will likely be rejected or closed without investigation.