You can dispute a charge by contacting your card issuer, and the law requires them to investigate within 60 days

When you spot a charge on your credit card statement that you didn't make or that was processed incorrectly, you have a legal right to challenge it. Your card issuer — the bank or company that issued your card — must investigate your dispute and either reverse the charge, explain why it's valid, or work with you toward a resolution. The process is called a chargeback or dispute, and it's one of the strongest protections you have as a cardholder.

The timeline matters. You have up to 60 days from the date the charge appeared on your statement to file a dispute. After that window closes, the issuer is no longer required by federal law to investigate. Starting the dispute quickly also gives you the best chance of getting your money back before the investigation concludes.

Key Takeaways

  • Contact your card issuer within 60 days of the charge appearing on your statement, either by phone, online, or mail — phone is fastest.
  • Gather documentation before you call: your statement, receipts, emails, or any communication with the merchant that shows the charge was wrong.
  • Your issuer must investigate and respond within 30 days, though they may place a temporary credit on your account while they work.
  • If the merchant contests the dispute, your issuer will review both sides and make a final decision, which usually takes 60 to 90 days total.
  • Disputes work best for unauthorized charges, billing errors, and items that were never delivered — not for disagreements about quality or service.

Reasons you can dispute a charge

Not every complaint about a charge counts as a valid dispute. Your card issuer will investigate if you report one of these situations: you were charged twice for the same item, the amount charged was different from what you agreed to, you were charged for something you returned or canceled, the merchant charged you after you told them to stop, or someone used your card number without your permission.

Disputes also cover charges from merchants who went out of business before delivering what you paid for, or items that arrived damaged or significantly different from what was described. The key is that the problem is with the transaction itself — the amount, the authorization, or the merchant's failure to deliver — not with your personal opinion of the product or service.

If you're unhappy with the quality of a meal, the fit of clothing, or the outcome of a service, that's a customer service issue between you and the merchant, not a chargeback matter. Your issuer will likely deny a dispute based on dissatisfaction alone, even if you have a legitimate complaint.

How to start a dispute with your card issuer

Call the customer service number on the back of your credit card. Tell them you want to dispute a charge and describe what happened — for example, "I was charged $89 on March 15th for a hotel stay, but I canceled that reservation on March 10th and never checked in." Have your statement in front of you so you can provide the exact date, amount, and merchant name.

The representative will ask you to describe the problem and may ask follow-up questions about whether you authorized the charge, whether you contacted the merchant first, and what steps you've already taken. Be clear and factual. They'll then open a dispute case and give you a reference number — write this down when ready.

If you prefer not to call, most card issuers also let you file a dispute through their website or mobile app. Look for a link like "Report a Problem" or "Dispute a Transaction" in the transaction details. You can also mail a written dispute to the address on your statement, though this is slower. Include your name, card number, the transaction date and amount, the merchant name, and a brief explanation of why you're disputing it.

What happens after you file a dispute

Your issuer must acknowledge your dispute within 30 days and tell you what happens next. During this time, they often place a provisional credit on your account — temporary money that restores your available balance while they investigate. This credit is not final; if the issuer decides the charge was valid, they'll remove it.

The issuer then contacts the merchant and asks them to provide proof that the charge was legitimate. The merchant might send a copy of your signed receipt, an email confirming your order, tracking information showing delivery, or other documentation. Your issuer reviews both your account of what happened and the merchant's response.

The full investigation usually takes 60 to 90 days. At the end, your issuer will send you a written decision. If they rule in your favor, the provisional credit becomes permanent and the charge is removed. If they rule against you, the provisional credit is reversed and you owe the amount again. Some issuers will also explain their reasoning, though they're not required to in detail.

Gather your evidence before you call

The stronger your documentation, the faster your dispute will likely be resolved. Before you contact your issuer, collect anything that supports your version of events. This might include your order confirmation email, a receipt showing a different amount than what was charged, tracking information proving an item was never delivered, a cancellation confirmation from the merchant, or emails where you asked the merchant to stop charging you.

If you tried to resolve the problem with the merchant first, keep records of those conversations too — screenshots of chat messages, forwarded emails, or notes about phone calls with dates and names of representatives. This shows you made a good-faith effort and strengthens your case.

You don't need to send this documentation when you file the dispute; your issuer will ask for it if they need it. But having it organized and ready means you can respond quickly if they request it, which can speed up the investigation.

When disputes don't work and what to do instead

If your issuer rules against you, you can ask them to reconsider, but you'll need new evidence — something you didn't provide the first time. straightforward disagreeing with their decision won't change the outcome. If you believe they made a clear error in their investigation, you can file a complaint with the Consumer Financial Protection Bureau (CFPB), which oversees credit card companies. The CFPB doesn't reverse charges itself, but they investigate complaints about how issuers handle disputes.

Before escalating to the CFPB, try contacting the merchant one more time. Sometimes a merchant will issue a refund directly if you explain the situation clearly, especially if the dispute is still pending. This avoids the back-and-forth of a formal investigation.

If the charge was fraudulent — someone used your card without permission — and your issuer denies your dispute, that's a serious problem worth pursuing further. Federal law limits your liability for unauthorized charges to $50, and most issuers waive even that. If your issuer is refusing to honor this protection, a CFPB complaint is the right next step.

How disputes affect your credit and your merchant relationship

Filing a dispute does not hurt your credit score. Disputes are not reported to credit bureaus, and they don't appear on your credit report. However, if you dispute a charge and lose, you still owe the money, and if you don't pay it, that unpaid balance could eventually be reported as delinquent.

Disputing a charge may affect your relationship with the merchant. If you dispute a charge and the merchant loses, they may close your account or refuse to do business with you in the future. Some merchants also track disputes and may flag your account as high-risk. This is legal, though it's more common with online retailers and subscription services than with large chains.

For this reason, it's worth trying to resolve the problem with the merchant directly before filing a dispute. A quick phone call or email often results in a refund without the formal process. Reserve the dispute for situations where the merchant won't respond or won't refund you.

Frequently Asked Questions

What's the difference between a dispute and a chargeback?

A dispute is what you file with your card issuer when you report a problem. A chargeback is what happens if the issuer rules in your favor — they charge back the amount to the merchant's account. You initiate a dispute; the chargeback is the result if you win.

Can I dispute a charge if I already got a refund from the merchant?

No. Once the merchant has refunded you, there's nothing to dispute. If the refund hasn't posted to your account yet, wait for it to appear. If it doesn't show up within the timeframe the merchant promised, then you can dispute the original charge.

What if the merchant says I authorized the charge?

If you genuinely didn't authorize it — someone used your card without permission, or you canceled before being charged — tell your issuer that clearly. Provide any evidence you have: a cancellation confirmation, proof you weren't present when the charge occurred, or documentation that you reported the card lost or stolen. Your issuer will weigh your account against the merchant's proof of authorization.

How long does a dispute take from start to finish?

Your issuer must respond within 30 days, but the full investigation often takes 60 to 90 days. Some disputes resolve faster if the merchant doesn't contest it or if documentation is clear. During this time, you usually get a provisional credit, so you're not out the money while waiting.

Can I dispute a charge on a debit card the same way?

Debit card disputes follow similar rules but with a shorter timeline. You have 60 days to report an unauthorized charge, but your issuer only has 10 days to investigate before they must return your money. Debit card protections are generally weaker than credit card protections, so credit cards are safer for this reason.