File a dispute directly with Chase within 60 days of the charge
When you see a charge on your Chase credit card statement that you did not make or that was processed incorrectly, you can file a dispute with Chase's dispute department. Chase gives you 60 days from the date the charge appeared on your statement to report it. The sooner you report, the sooner Chase can investigate.
You do not need to wait for a bill to arrive in the mail. Disputes can be filed as soon as the charge shows up in your online account or mobile app, which is often before your official statement closes. This means you can sometimes report a problem within days rather than weeks.
Chase will assign your dispute a case number and begin an investigation. During this time, the disputed amount is typically removed from your available credit, though the charge may still appear on your account. The investigation usually takes 30 to 60 days, and Chase will contact you with a decision.
Key Takeaways
- You have 60 days from the statement date to report a disputed charge to Chase, and filing early gives the bank more time to investigate.
- Chase removes the disputed amount from what you owe while investigating, though the charge may still show on your account during this period.
- You can file a dispute online through your Chase account, by phone, or by mail, and each method requires you to describe what happened and provide supporting documents.
- If Chase rules against you, you can submit additional evidence within 10 days, and you have the right to request a supervisor review your case.
- Disputes involving unauthorized charges, billing errors, and merchant mistakes are handled differently, so describing the problem accurately speeds up the investigation.
File your dispute online, by phone, or by mail
The fastest way to file a dispute is through your Chase online account or mobile app. Log in, find the transaction, and select the option to dispute it. Chase will ask you to choose a reason — such as "I don't recognize this charge," "I was charged twice," or "The merchant charged me the wrong amount" — and to write a brief explanation of what happened. Upload any supporting documents, such as emails from the merchant, receipts, or screenshots showing what you were charged versus what you expected to pay.
If you prefer to speak with someone, call the number on the back of your Chase card and ask to file a dispute. A representative will walk you through the same questions and can note any details you provide verbally. This method works well if you need to explain a complicated situation or if you have questions about what counts as a valid dispute.
You can also file by mail. Send a letter to the address listed on your statement under "Billing Inquiries" or "Disputes." Include your account number, the transaction date, the amount, and a clear explanation of why you are disputing the charge. Mail takes longer, so this is the slowest option, but it creates a paper record if you need to reference your dispute later.
Gather documents that support your dispute
Chase will ask for evidence to back up your claim. The documents you need depend on the type of dispute. For an unauthorized charge — one you did not make — provide any proof that you were not the one who used the card, such as a police report if the card was stolen or a statement from your phone company showing you were in a different location when the charge occurred.
For a billing error — such as being charged twice or charged the wrong amount — gather your receipt from the merchant, your order confirmation, and any emails or messages showing what price you agreed to pay. If the merchant promised a refund and did not process it, include those communications as well.
For a charge from a merchant you do not recognize, search your email for any order confirmations or receipts. Check your browser history or credit card statements from previous months to see if you have done business with that company before. If you genuinely have no record of the transaction, tell Chase that in your dispute description.
Do not worry if you do not have perfect documentation. Chase can contact the merchant directly to verify the transaction, and the merchant's records may confirm your version of events. Providing what you have is enough to start the investigation.
Understand what happens during the investigation
Once you file, Chase sends your dispute to the merchant's bank (called the acquiring bank) and asks them to investigate on the merchant's behalf. The merchant has a set time — usually 10 to 30 days — to respond with evidence that the charge was legitimate. This might include a signed receipt, a delivery confirmation, or a log showing the card was used at their location.
Chase reviews both your evidence and the merchant's response. If the merchant cannot provide proof, or if their proof contradicts what you reported, Chase will rule in your favor and remove the charge permanently. If the merchant provides convincing evidence that the charge was valid, Chase will rule against you and the charge will be re-added to your account.
During the investigation, the disputed amount does not count toward your credit limit or your minimum payment. This protects you from having to pay for something you are disputing. However, the charge will still appear on your statement marked as "disputed" or "under investigation."
What to do if Chase rules against you
If Chase decides the charge was valid, you have options. First, you can submit additional evidence within 10 days of receiving the decision. If you have new documents — such as an email from the merchant admitting an error, or proof that an item was never delivered — send them to Chase when ready with your case number.
You can also request that a supervisor review the decision. Call the number on the back of your card, reference your dispute case number, and ask to speak with a supervisor about the ruling. Explain why you believe the decision was wrong and provide any new information. A supervisor can sometimes overturn an initial decision if they find an error in how the case was handled.
If Chase still rules against you after these steps, the charge will be re-added to your account. You can then pursue the dispute through other channels, such as filing a complaint with the Consumer Financial Protection Bureau (CFPB) or taking legal action against the merchant, but Chase's investigation will be complete.
Disputes for unauthorized charges and fraud
If someone used your card without permission, report it to Chase as soon as possible. Chase has stronger protections for unauthorized charges than for billing errors. Under federal law, your liability for unauthorized charges is limited to $50 if you report the fraud before the card is used, and $0 if you report it after.
When you report an unauthorized charge, Chase may issue you a new card when ready while the investigation proceeds. This prevents further unauthorized use. Chase will also flag your account for fraud monitoring, which means they will watch for similar suspicious activity in the future.
For unauthorized charges, Chase typically does not require you to prove you did not make the purchase — the burden is on the merchant to prove you did. This makes fraud disputes easier to win than billing error disputes, where you may need to provide more documentation.
Disputes for items not received or not as described
If you ordered something online and it never arrived, or if it arrived damaged or different from what was advertised, you can dispute the charge. For "item not received" disputes, Chase will ask for your order confirmation and tracking information showing the package was not delivered to your address. If the merchant shipped to the wrong address, that is their error, and Chase will likely rule in your favor.
For "not as described" disputes, you will need to show that what arrived is significantly different from what the merchant advertised. This is harder to prove than "item not received" because the merchant can argue that the item matches their description. Provide photos of the item, screenshots of the product listing, and any communications with the merchant about the discrepancy.
Some merchants offer returns or refunds for these situations before you file a dispute. If the merchant is willing to resolve it directly, that is usually faster than waiting for Chase to investigate. However, if the merchant refuses or does not respond, filing a dispute with Chase is your next step.
Frequently Asked Questions
What happens to my credit score when I file a dispute?
Filing a dispute does not directly hurt your credit score. The dispute itself is not reported to credit bureaus. However, if Chase rules against you and the charge is re-added to your account, a high balance could lower your score if it pushes your credit utilization higher. Paying down the balance after the dispute is resolved will restore your score.
Can I dispute a charge after 60 days?
No, Chase enforces the 60-day limit strictly. If you miss this important date, you lose the right to file a dispute with Chase. However, you may still be able to contact the merchant directly to request a refund, or file a complaint with the CFPB if you believe the merchant engaged in fraud or deceptive practices.
Do I have to pay the disputed charge while Chase investigates?
No. The disputed amount does not count toward your minimum payment or your available credit during the investigation. You only owe the undisputed portion of your balance. If Chase rules against you, the charge will be re-added and you will owe it then.
How long does a dispute investigation take?
Most disputes are resolved within 30 to 60 days. Chase must complete the investigation within 60 days by law, though many are finished faster. You will receive written notice of the decision by mail or through your online account.
What if the merchant goes out of business before Chase investigates?
Chase will still investigate the dispute even if the merchant is no longer in business. If the merchant cannot be reached or does not respond, Chase will typically rule in your favor because the merchant failed to provide evidence that the charge was valid. This is one situation where the merchant's silence works in your favor.