Start a dispute directly with your card issuer within 60 days
When you spot a charge on your statement that you didn't make or don't recognize, contact your card issuer — the bank or company whose name appears on your card — not the merchant. You have up to 60 days from the date the charge appeared on your statement to report it. Most issuers let you start a dispute online through your account portal, by phone, or by mail.
The card issuer will assign your dispute a case number and begin an investigation. During this time, the charge typically stays on your account, but many issuers will remove it temporarily so it doesn't count against your credit limit or appear as a late payment if you can't pay the full balance. The investigation usually takes 30 to 90 days, though some cases resolve faster.
You don't need to prove the merchant is wrong — the burden is on the card issuer to investigate and determine whether the charge was authorized. If the issuer finds in your favor, the charge is removed permanently and you owe nothing. If they find against you, they will explain why and the charge goes back on your account.
Key Takeaways
- Contact your card issuer within 60 days of the charge appearing on your statement; this important date is federal law under the Fair Credit Billing Act.
- You can start a dispute online, by phone, or by mail — check your card issuer's website for the fastest method in your account portal.
- The card issuer investigates at no cost to you; you do not need to prove the merchant wrong, only report the charge as unauthorized or incorrect.
- Most issuers remove the disputed charge temporarily from your balance while they investigate, so it won't affect your credit limit or payment due.
- The investigation takes 30 to 90 days; the issuer will notify you in writing of the outcome and whether the charge is removed or restored.
Gather your statement and any documentation before you call
Before you contact your card issuer, pull up the statement showing the disputed charge and write down the transaction date, the merchant name, and the dollar amount. If you have any emails, receipts, or order confirmations related to the charge — even if they show something different from what was charged — keep those handy to reference during the call.
If the charge is for something you ordered but never received, or if you returned an item and were never refunded, have those details ready too. The issuer will ask you to describe what happened and why you believe the charge is wrong. Being specific about the date and amount speeds up the investigation.
Report the dispute through your card issuer's online portal or by phone
Most card issuers now let you start a dispute directly in your online account or mobile app. Log in, find the transaction, and look for a "Report as Unauthorized" or "Dispute This Charge" button. You'll be asked to select a reason — common options include "I don't recognize this charge," "I was charged twice," "The amount is wrong," or "I returned this item but wasn't refunded." Choose the reason that matches your situation and provide a brief explanation.
If you prefer to speak with someone, call the customer service number on the back of your card. Tell the representative you want to dispute a charge and provide the transaction details. They will walk you through the process and assign you a case number on the spot. Write down this number and keep it for your records.
If you want a written record, you can also send a letter to your card issuer's dispute department. The address is usually on your statement or the issuer's website. In the letter, include your account number, the transaction date, the merchant name, the amount, and a brief explanation of why you're disputing it. Send it certified mail so you have proof of delivery.
Understand what happens during the investigation
Once you report the dispute, the card issuer contacts the merchant's bank and requests documentation of the transaction — typically the signed receipt or authorization record. The merchant's bank then asks the merchant to prove the charge was authorized. If the merchant can't produce proof, the charge is usually removed in your favor.
Common reasons a dispute is decided in your favor: the merchant has no record of authorization, the signature doesn't match, the charge was posted twice, or the merchant admits the error. Common reasons a dispute is decided against you: the merchant provides a signed receipt or a record of your authorization, you had already received the item or service, or you had initiated a return but the merchant was still processing the refund.
The issuer will send you a written decision explaining the outcome. If you disagree with the decision, some issuers allow you to appeal, though this is less common. Ask the issuer about their appeal process when you receive the decision.
Know the difference between a dispute and a chargeback
A dispute is what you file with your card issuer. A chargeback is what happens if the dispute is decided in your favor — the issuer reverses the charge and returns the money to you. You don't file a chargeback yourself; the issuer handles it.
Some people use the terms interchangeably, but the distinction matters if you're reading your statement or talking to customer service. When you "dispute" a charge, you're starting the process. When the charge is "charged back," the money has been returned to your account.
What to do if the merchant contacts you during the dispute
While your dispute is under investigation, the merchant may contact you asking you to withdraw it or offering to resolve the issue directly. You can negotiate with the merchant if you want — for example, they might offer a refund or a replacement item. If you reach an agreement, contact your card issuer and ask them to close the dispute.
If you don't reach an agreement with the merchant, let the investigation continue. Don't feel pressured to drop the dispute just because the merchant asks. The issuer's investigation is independent and protects you under federal law.
If the merchant is threatening, harassing, or demanding payment to drop the dispute, report this to your card issuer. Some issuers take this seriously and may close the dispute in your favor based on the merchant's behavior alone.
Protect yourself from future unauthorized charges
After a dispute is resolved, review your account regularly — at least once a month — to catch unauthorized charges early. Many card issuers offer transaction alerts that notify you by email or text when a charge is posted, which can help you spot fraud quickly.
If you believe your card number was compromised, ask your issuer to cancel the card and issue a new one. There is no cost for this, and it usually takes 7 to 10 business days. In the meantime, you can still use your account online or request a temporary card number for purchases.
If you notice a pattern of unauthorized charges or believe your identity has been stolen, place a fraud alert on your credit report by contacting one of the three major credit bureaus — Equifax, Experian, or TransUnion. A fraud alert tells lenders to verify your identity before opening new accounts in your name.
Frequently Asked Questions
What if I miss the 60-day important date to report a dispute?
The 60-day window is set by federal law, and most card issuers will not accept disputes filed after that date. However, some issuers may make exceptions if you can show you didn't receive your statement on time or if there were extenuating circumstances. Contact your issuer and explain your situation; they can tell you whether they'll consider your dispute.
Do I have to pay the disputed charge while the investigation is happening?
No. Most issuers remove the disputed amount from your balance due while they investigate, so you don't have to pay it. However, you are still responsible for the rest of your balance. If you don't pay the non-disputed portion by the due date, you may be charged interest or late fees on that amount.
Can I dispute a charge if I authorized it but changed my mind?
Technically, no — a dispute is for charges you didn't authorize or that are incorrect. If you authorized the charge but want to return the item or cancel a subscription, contact the merchant directly and ask for a refund. If the merchant refuses, you may have other options depending on the situation, but a dispute is not the right tool.
What happens to the merchant if I win the dispute?
The merchant's bank deducts the charge amount from the merchant's account. The merchant may also be charged a dispute fee by their bank. If a merchant receives too many chargebacks, their bank may close their account or raise their fees. This is why merchants take disputes seriously and investigate them carefully.
How long does it take to get my money back after a dispute is approved?
If the issuer removes the charge temporarily while investigating, the money is already off your account. Once the dispute is decided in your favor, the charge stays removed and you owe nothing. If the charge was already removed temporarily, you'll see the credit reflected in your next statement. If it wasn't removed, the credit typically posts within 1 to 2 business days after the decision.