How to dispute a credit card charge
To dispute a charge, contact your card issuer — the bank or company whose name appears on your card — and tell them the charge is wrong. You do not have to pay the disputed amount while the bank investigates, and you have the right to do this even if you signed up for the charge initially. The bank must acknowledge your dispute within 30 days and finish investigating within 60 days (or 90 days if the charge was made outside the United States). Most card issuers let you start a dispute online, by phone, or by mail.
The strength of your dispute depends on what went wrong. If you never received goods or services you paid for, or if someone used your card without permission, the bank takes those seriously. If you changed your mind about a purchase or disagree with the seller about quality, the bank will still investigate, but the outcome is less certain — the seller gets a chance to respond, and the bank decides who is right.
Key Takeaways
- Contact your card issuer directly to start a dispute; you do not owe the disputed amount while they investigate.
- The bank must respond within 30 days and complete the investigation within 60 to 90 days depending on where the charge occurred.
- Disputes over unauthorized charges or non-delivery are stronger than disputes over quality or changed mind.
- Keep records of all communication with the card issuer and the merchant, including emails, receipts, and the dates you contacted them.
- If the bank rules against you, you can ask them to reconsider if you have new evidence.
When you can dispute a charge
You can dispute a charge for several reasons. Unauthorized use means someone else used your card without permission — this includes fraud, a stolen card, or a compromised card number. Non-delivery means you paid for something that never arrived or a service that was never provided. Billing errors include being charged twice for the same thing, being charged the wrong amount, or being charged for something you cancelled.
You can also dispute a charge if the merchant's description on your statement is so unclear you cannot figure out what you paid for, or if you returned an item and the refund never showed up. Some disputes are harder to win — for example, if you received the item but think it is poor quality, or if you changed your mind and the merchant's return policy says no refunds. The bank will still investigate these, but the merchant gets to explain their side, and the outcome depends on what the evidence shows.
How to start a dispute with your card issuer
Find the customer service number on the back of your card or on your card issuer's website. Call and tell them you want to dispute a charge. Have your statement in front of you so you can give them the exact date, amount, and merchant name. Explain what went wrong — for example, "I never received this order" or "This charge is not mine." The representative will open a dispute case and give you a case number. Write this down.
Most card issuers also let you start a dispute online through your account or mobile app. Log in, find the transaction, and look for a button or link that says "dispute" or "report a problem." Online disputes work the same way as phone disputes — the bank opens a case and sends you a confirmation. You can also dispute by mail: write a letter to the address on your statement, include your account number, the transaction date and amount, and an explanation of why you are disputing it. Mail it certified with return receipt so you have proof it arrived.
Start your dispute as soon as you notice the problem. There is no hard deadline, but the sooner you report it, the sooner the bank can investigate and the fresher your memory will be if you need to provide details.
What happens during the investigation
Once you report a dispute, the bank removes the charge from your account temporarily — you do not have to pay it while they investigate. The bank then contacts the merchant and asks them to explain the charge. If it is an unauthorized charge, the merchant usually cannot provide proof that you authorized it, and the bank rules in your favor. If it is a delivery dispute, the merchant may provide a tracking number showing the package was delivered, or they may say they never received a return.
The bank weighs the evidence and decides who is right. If the merchant provides a signed receipt, a delivery confirmation, or proof that you received the service, the bank may rule that the charge was valid. If the merchant cannot respond or their explanation does not hold up, the bank rules in your favor and the charge stays off your account. The bank must tell you the outcome in writing, including the reason for their decision.
What to do if the bank rules against you
If the bank decides the charge was valid and you disagree, you can ask them to reconsider. Send a letter to the address on your statement with new evidence — for example, a tracking number showing the package was never delivered to your address, an email from the merchant admitting they made a mistake, or proof that you returned the item. Include your case number and a clear explanation of why the bank's decision was wrong.
The bank must respond to your request within 30 days. If they still rule against you, the charge goes back on your account and you owe it. At that point, you can try to resolve the issue directly with the merchant — ask for a refund, a replacement, or proof of delivery. If the merchant refuses and you believe they committed fraud, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) or your state's attorney general's office.
How to protect yourself during a dispute
Keep records of everything related to the charge. Save your receipt, order confirmation, and any emails from the merchant. If you ordered something online, take a screenshot of the product page showing what you ordered and the price. If you returned an item, keep the return receipt or tracking number. If you called the merchant, write down the date, time, and the name of the person you spoke to.
When you contact your card issuer, ask for a confirmation number or case number and write it down. Keep a copy of any letters you send and note the date you sent them. If you dispute by phone, follow up with an email or letter summarizing what you said — this creates a written record. If the bank asks you for documents, send them certified mail or upload them through your online account so you have proof they received them.
Disputes for recurring charges and subscriptions
If you are being charged for a subscription or membership you cancelled, dispute the charge and explain that you cancelled the service. Many merchants make it hard to cancel — they require you to call instead of letting you cancel online, or they do not process cancellations right away. The bank understands this and often rules in your favor if you can show you tried to cancel.
If you are being charged repeatedly for something you only wanted once, each charge can be disputed separately. Tell the bank the date you cancelled and provide any confirmation from the merchant. If the merchant keeps charging you after you dispute, contact your card issuer again and ask them to block future charges from that merchant or to issue you a new card number.
Frequently Asked Questions
Do I have to pay the charge while the bank investigates?
No. Once you report a dispute, the bank removes the charge from your account and you do not owe it while they investigate. If the bank later rules that the charge was valid, it goes back on your account and you will owe it then.
How long does a dispute take?
The bank must acknowledge your dispute within 30 days and finish investigating within 60 days for charges made in the United States, or 90 days for charges made outside the U.S. Some disputes resolve faster if the merchant does not respond or if the evidence is clear.
What if the merchant says I authorized the charge?
If you dispute an unauthorized charge, the merchant may provide a signed receipt or email showing you authorized it. The bank will review this evidence. If you genuinely did not authorize it, explain that to the bank — for example, if your card was stolen or your card number was used without permission. The bank decides based on the evidence.
Can I dispute a charge after a long time has passed?
There is no legal time limit, but disputing old charges is harder because the merchant may not have records and your memory may be fuzzy. Start a dispute as soon as you notice the problem. If you discover an old unauthorized charge, report it anyway — the bank may still investigate.
What happens if I lose the dispute?
The charge goes back on your account and you owe it. You can ask the bank to reconsider if you have new evidence. If they still rule against you, you can try to resolve it with the merchant directly or file a complaint with the CFPB or your state's attorney general.