How to dispute a credit card charge
Contact your card issuer — the bank or company whose name is on your card — and tell them which charge you dispute. You do not have to pay that charge while the dispute is open. The issuer will investigate, usually by asking the merchant for proof of the transaction, and will either reverse the charge, credit your account, or tell you why they are keeping it. The whole process typically takes 30 to 90 days, though your money is usually returned within two billing cycles even while the investigation continues.
You have the right to dispute under a federal rule called Regulation Z, which covers credit cards and most charge cards. Debit cards, prepaid cards, and bank account transfers follow different rules and have shorter windows. This guide covers credit card disputes only.
Key Takeaways
- Call or write your card issuer within 60 days of the charge appearing on your statement; this important date is federal law and cannot be extended.
- You do not have to pay the disputed amount while the issuer investigates, and you will not be charged interest on it.
- The issuer will contact the merchant for proof of the transaction; if the merchant cannot provide it, the charge is reversed.
- Most disputes are resolved in your favor if the charge was unauthorized, but you may lose if you authorized the purchase and later changed your mind.
- Keep records of all communication with your issuer, including the date you called, the name of the representative, and any confirmation number they give you.
The 60-day window and how to start a dispute
You must contact your card issuer within 60 days of the charge appearing on your statement. This is a hard important date set by federal law; issuers cannot extend it. The 60 days starts from the date the statement is mailed or made available to you, not from the date you see the charge.
Call the customer service number on the back of your card or log into your online account and look for a "dispute" or "report a problem" option. Some issuers let you start a dispute through their app. When you call, have your statement in front of you and be ready to describe the charge: the merchant name, the amount, and the date it posted. Tell the representative whether the charge was unauthorized (you did not make it and did not allow anyone else to) or if there is another problem — you were charged twice, the amount is wrong, or the merchant promised a refund that never came.
The issuer will give you a dispute case number. Write it down. Ask the representative to confirm in writing what you reported and when the investigation will be complete. Some issuers send this by email; others mail it. Do not rely on memory.
What happens during the investigation
Once you file a dispute, the issuer removes the charge from what you owe. You will not be charged interest on the disputed amount, and it will not count against your credit limit while the case is open. The charge may still appear on your statement, but it will be marked as disputed.
The issuer contacts the merchant and asks for proof that you authorized the transaction and received what you paid for. The merchant typically has 10 business days to respond. If the merchant is a large company with a fraud department, they may respond quickly. If it is a small business or the merchant is out of business, the response may be slow or never come.
If the merchant cannot provide proof — a signed receipt, a delivery confirmation, an IP address matching your location, or other evidence — the issuer will reverse the charge and credit your account. If the merchant provides proof that you authorized it, the issuer will usually side with them and put the charge back on your account, though you can ask them to review the evidence if you believe it is false.
Disputes you are likely to win
Unauthorized charges — ones you did not make and did not allow someone else to make — are the easiest to win. If your card was stolen, lost, or your number was used without permission, tell the issuer when ready. They will cancel the card and send a replacement. Charges made after you reported the card missing are almost always reversed.
Duplicate charges are also straightforward. If you were charged twice for the same purchase on the same day or within a few days, the issuer can usually see this in their records and reverse one charge without waiting for the merchant to respond.
Charges from a merchant you do not recognize are worth disputing even if you are not certain. The merchant name on your statement may be different from the business name you know it by — a restaurant might appear as its parent company, or an online seller might use a payment processor's name. The issuer will investigate, and if you genuinely did not authorize it, you will win.
Disputes you are likely to lose
If you authorized the charge but later changed your mind about the purchase, you will probably lose. Buyer's remorse is not a valid reason to dispute. The same applies if you bought something online, received it, and then decided you did not want it. That is a return or refund issue, not a dispute.
If the merchant promised a refund and has not sent it, contact the merchant first before disputing. Many refunds take 5 to 10 business days to process, and some merchants require you to return the item before they issue one. If the merchant refuses to refund you after you have returned the item or met their conditions, then dispute.
Charges for services you received — a hotel stay, a meal, a haircut — are hard to dispute unless the service was not provided at all or was so defective that it was worthless. If you received poor service or a defective product, that is usually a complaint or return issue, not a chargeback.
What to do while the dispute is open
Do not ignore communications from your issuer. They may ask you for more information about the charge or to clarify your dispute. Respond promptly. If they ask you to provide proof that you did not authorize the charge, send what you have — a statement that you did not make the purchase, a police report if your card was stolen, or evidence that you were not in the location where the charge occurred.
Keep paying your other charges on time. A dispute on one charge does not excuse you from paying the rest of your bill. If you do not pay, the issuer can report you as late, which will hurt your credit score.
Do not contact the merchant directly and threaten a chargeback or dispute. This can be seen as harassment and may actually hurt your case. Let the issuer handle the investigation.
After the dispute is closed
The issuer will send you a written decision. If you won, the charge is permanently removed and your account is credited. If you lost, the charge goes back on your account and you owe it. You will have a chance to pay it in your next billing cycle.
If you lost and believe the issuer made a mistake, you can ask them to reconsider. Send a letter to the address they provide in their decision, include your case number, and explain why you believe their decision was wrong. Include any new evidence. The issuer will review it, but they are not required to change their decision.
If the charge was unauthorized and the issuer sided with the merchant, you may have other options. If your card was physically stolen, you can file a police report and provide it to the issuer. If your card number was used online, you can ask the issuer whether they believe fraud occurred and whether they will reopen the case.
Frequently Asked Questions
What if I miss the 60-day important date?
You lose your right to dispute under federal law. Some issuers may still investigate if you contact them after 60 days, but they are not required to. If you realize a charge is wrong, contact your issuer as soon as you see it on your statement.
Do I have to pay the disputed charge while the investigation is happening?
No. The charge does not count toward what you owe, and you will not be charged interest on it. You must still pay the rest of your bill on time. If the dispute is decided against you, the charge will be added back and you will owe it in your next billing cycle.
Can a merchant refuse to respond to a dispute investigation?
They can, but if they do not provide proof within the timeframe the issuer sets, the issuer will usually reverse the charge. Merchants know that failing to respond often results in a chargeback in your favor, so most respond quickly.
Will disputing a charge hurt my credit score?
No. A dispute itself does not appear on your credit report. If you lose the dispute and do not pay the charge, that could hurt your score, but the dispute process itself is not reported to credit bureaus.
What is the difference between a dispute and a chargeback?
A dispute is what you file with your card issuer. A chargeback is what the issuer does if they decide in your favor — they charge the merchant back for the transaction. You do not file a chargeback yourself; the issuer does it as part of the dispute process.