How to dispute a charge on your credit card
Start by calling your card issuer's customer service number on the back of your card or on your statement. Tell them you want to dispute a specific charge and explain why — that you were overcharged, didn't recognize the transaction, or received damaged goods. The card issuer will open a dispute case, assign it a reference number, and tell you what documents to send. You do not need to pay the disputed amount while the investigation is underway, and the card issuer must acknowledge your dispute in writing within 30 days.
The card issuer has up to 60 days from when they receive your dispute to investigate and decide. During this time, they will contact the merchant to ask for proof that the charge was legitimate. If the merchant cannot provide evidence, or if the card issuer agrees with you, the charge will be removed from your account. If the card issuer sides with the merchant, they will explain why in writing and you can appeal.
Key Takeaways
- Call your card issuer immediately when you spot a charge you did not make or a transaction that went wrong — the sooner you report it, the faster the investigation moves.
- You are not responsible for paying a disputed charge while the card issuer investigates, even if the merchant insists the transaction was valid.
- The card issuer must send you written confirmation of your dispute within 30 days and a final decision within 60 days of receiving your report.
- Keep copies of all emails, receipts, and correspondence related to the dispute, because the card issuer may ask you to prove your side of the story.
- If the card issuer rules against you, you can appeal their decision or file a complaint with the Consumer Financial Protection Bureau if you believe they did not investigate fairly.
When to dispute a charge instead of asking the merchant
Contact the merchant first if the problem is something they can fix directly — a duplicate charge, a billing error, or a refund that never arrived. Call or email the merchant's customer service with your order number and ask them to correct it. Many problems are resolved this way in days, not weeks.
Use the dispute process when the merchant is unresponsive, refuses to refund you, or when you did not authorize the charge at all. Disputes are also the right path if you received an item that was significantly different from what was described, or if the merchant went out of business. The card issuer has more leverage than you do as an individual customer, and they have a financial incentive to recover the money.
What information you need to gather before calling
Have your credit card statement in front of you with the disputed charge highlighted. Write down the exact amount, the date it posted, and the merchant's name as it appears on your statement. If you have an order confirmation email, receipt, or shipping tracking number, gather those too.
If the dispute is about a service you did not receive or goods that arrived damaged, write a brief summary of what happened and when you discovered the problem. Include the date you contacted the merchant, if you did, and what they said. The card issuer will ask for this timeline, so having it ready speeds up the process.
The dispute investigation process and what happens to your account
Once you report the dispute, the card issuer sends a request to the merchant asking them to prove the charge was valid. The merchant has a set number of days — usually 10 to 14 — to respond with evidence such as a signed receipt, delivery confirmation, or a record showing you authorized the charge. If the merchant does not respond in time, the card issuer typically rules in your favor.
During the investigation, the disputed amount is removed from your available balance, but it does not disappear from your statement. Your statement will show the charge as "disputed" or "under investigation." You can still use the rest of your credit limit. If the card issuer decides in your favor, the charge is permanently removed and you owe nothing. If they decide against you, the charge goes back on your account and you become responsible for paying it.
How long the dispute takes and what to expect in writing
The card issuer must send you a written acknowledgment of your dispute within 30 days. This letter will include your dispute reference number, a summary of what you reported, and an explanation of their investigation process. Keep this letter and your reference number — you will need them if you need to follow up or appeal.
The final decision typically arrives within 60 days, though some card issuers resolve disputes faster. The decision letter will explain whether the charge was removed or whether you are responsible for paying it. If you disagree with the decision, you have the right to submit additional evidence or file a complaint with the Consumer Financial Protection Bureau, which oversees credit card companies.
What to do if the card issuer rules against you
If the card issuer decides the merchant's evidence was sufficient and you still believe the charge is wrong, you can appeal. Contact the card issuer and ask for the appeal process — you will need to submit new evidence or a detailed written explanation of why you disagree with their decision. Some card issuers allow one appeal; others may allow more.
If the appeal does not work, you can file a complaint with the Consumer Financial Protection Bureau at consumerfinance.gov. The CFPB investigates complaints about credit card companies and can pressure the issuer to reconsider. You can also pursue the dispute through small claims court if the amount is small enough, though this requires more time and effort on your part.
Protecting yourself from future billing problems
Review your credit card statement every month, even if you pay automatically. Fraudsters sometimes test stolen card numbers with small charges, and merchants sometimes bill you twice by accident. Catching these problems early makes disputes faster and easier to resolve.
Keep receipts from in-person purchases and save confirmation emails from online orders. If a charge seems unfamiliar, check your email for an order confirmation before calling the card issuer — sometimes a charge appears under a different name than the store you remember. For recurring charges like subscriptions, set a phone reminder to check that you are still using the service and that the amount has not changed.
Frequently Asked Questions
Can I dispute a charge if I authorized the purchase but changed my mind?
No. A dispute is for unauthorized charges or charges that went wrong — not for buyer's remorse. If you bought something and want to return it, contact the merchant directly about their return policy. If the merchant refuses a legitimate return, you may have grounds for a dispute, but the card issuer will want to see evidence that you tried to resolve it with the merchant first.
What if the merchant claims I authorized the charge and I know I did not?
Tell the card issuer that you did not authorize the transaction and that you did not receive the goods or service. The card issuer will investigate and ask the merchant for proof of authorization — a signed receipt, an email confirmation you sent, or a record of your consent. If the merchant cannot provide this proof, the card issuer will remove the charge. If someone else used your card without permission, also report it to the card issuer as fraud and ask them to issue you a new card.
Do I have to pay the disputed charge while the investigation is happening?
No. You are not required to pay a disputed charge while the card issuer is investigating. The charge does not count toward your minimum payment. However, if the card issuer eventually rules against you, the charge will be added back to your account and you will owe it, plus any interest that accrued during the dispute period.
What happens if the merchant goes out of business before my dispute is resolved?
The card issuer will still investigate, but if the merchant is no longer in business, they cannot respond to the request for proof. In most cases, the card issuer will rule in your favor because the merchant did not provide evidence. The charge will be removed from your account.
Can I dispute a charge on a debit card the same way?
The process is similar but the timeline is different. Debit card disputes must be reported within 60 days, and the card issuer has up to 10 business days to investigate. You should still call immediately and follow the same steps — gather your documentation and explain what happened. However, debit card protections are weaker than credit card protections, so it is worth asking your bank what their specific process is.