File a dispute directly with Chase within 60 days of the charge

Chase gives you 60 days from the date a charge appears on your statement to dispute it. You do not need to wait for a bill to arrive in the mail — the clock starts when the charge posts to your account, which usually happens within one to three business days of the transaction.

You can start a dispute online through your Chase account, by phone, or by mail. The online method is fastest: log into your Chase account, find the transaction, and select "Report as Dispute" or "Dispute This Transaction." Chase will walk you through what happened and what you want (a refund, a correction, or an investigation). Phone disputes go to Chase customer service at the number on the back of your card. Mail disputes must include your name, account number, the transaction date, the amount, and a description of why you are disputing it — send it to the address Chase provides when you call.

Key Takeaways

  • You have 60 days from the date a charge posts to your account to file a dispute with Chase, not 60 days from the statement closing date.
  • Chase will investigate and either reverse the charge, request documentation from you, or deny the dispute — most decisions come within 30 to 45 days.
  • Disputes for unauthorized charges (fraud or identity theft) are handled differently than disputes for billing errors or merchant problems, and Chase may ask for a police report for fraud claims.
  • If you paid the disputed charge already, you can still file a dispute and request a refund once Chase's investigation is complete.
  • Disputing a charge does not affect your credit score, and Chase will not close your account for filing a legitimate dispute.

What counts as a valid reason to dispute a charge

Chase recognizes several categories of disputes. Unauthorized charges are transactions you did not make or authorize — this includes fraud, identity theft, or someone else using your card number. Billing errors are charges that appear twice, charges for the wrong amount, or charges posted to your account in error. Merchant disputes

Disputes over the quality of a service, a change of mind about a purchase, or disagreement with a merchant's policy are harder to win. Chase will investigate, but if you authorized the charge and received what you paid for, the merchant is usually not required to refund you. If you ordered something online and it never arrived, or arrived damaged, you have a stronger case — especially if the merchant is not responding to your requests for a refund.

If the charge is from a subscription service you forgot to cancel, or a recurring charge you no longer want, disputing it may work once, but Chase may ask you to contact the merchant directly to stop future charges. Repeated disputes for the same subscription can be denied.

How Chase investigates your dispute

Once you file, Chase assigns your dispute a reference number and sends you a confirmation. Chase then contacts the merchant's bank and requests documentation of the transaction — the merchant has a set window (usually 10 business days) to respond with proof that the charge was authorized and that you received what you paid for.

For unauthorized charges, Chase may ask you to file a police report or provide a fraud affidavit. This is standard practice and does not mean Chase doubts you — it protects both you and the bank legally. If you cannot file a police report (some police departments will not file for online fraud), tell Chase; they may proceed without it, but it strengthens your case if you can provide one.

Chase will also review your account history. If you have a pattern of disputing charges and then dropping the disputes, or if you have disputed many charges in a short time, Chase may investigate more carefully or deny future disputes. One or two legitimate disputes will not hurt you.

What happens while your dispute is pending

Chase will usually credit the disputed amount back to your account within two to three business days of receiving your dispute — this is a temporary credit while the investigation happens. You can use this money when ready. The credit is not final; if Chase's investigation finds the charge was legitimate, Chase will remove the credit and you will owe the amount again.

You will receive updates on your dispute's status through your online account or by mail, depending on how you filed. Chase's investigation typically takes 30 to 45 days, though complex cases can take longer. You can check the status of your dispute anytime by logging into your Chase account or calling the number on the back of your card with your dispute reference number.

If the merchant responds quickly with proof that you authorized the charge, Chase may close the dispute in your favor (meaning the charge stands) or in your favor (meaning you keep the credit). If the merchant does not respond, Chase may rule in your favor by default.

Disputing unauthorized charges and fraud

If someone used your card number without permission, report it to Chase when ready — do not wait for the 60-day window. Chase will cancel your card and issue a replacement, usually within five to seven business days. You are not liable for unauthorized charges under federal law, but reporting quickly protects you and helps Chase stop the fraud faster.

For fraud disputes, Chase may ask for a police report. You can file a report online with your local police department or in person; some departments will not file a report for online fraud, but file anyway and keep the report number. If you cannot file a police report, tell Chase — they will still investigate, but a report strengthens your case.

If your card was physically lost or stolen, tell Chase when ready. If your card number was compromised but the card itself is safe, you still need to report it. Chase will freeze your account to prevent further unauthorized charges while they investigate.

What to do if Chase denies your dispute

If Chase investigates and decides the charge was legitimate, they will notify you and remove any temporary credit. You have the right to request that Chase reconsider — ask for a supervisor or escalation, and provide any new evidence (receipts, emails from the merchant, proof that you returned an item, etc.). Chase will review once more, but if they deny it again, the decision is usually final.

If you believe Chase made an error, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB will investigate Chase's handling of your dispute. This does not may provide a reversal, but it creates a record and may prompt Chase to reconsider if they made a procedural mistake.

You can also pursue the dispute through your credit card's chargeback process if you have a Visa or Mastercard (most Chase cards are one of these). Contact the card network directly if Chase's investigation does not satisfy you, though this is a longer process and requires more documentation.

Preventing disputes before they happen

Review your statement regularly — at least once a week if you use your card frequently. Catching unauthorized charges early makes disputes faster. Set up transaction alerts through your Chase account so you are notified of large purchases or unusual activity when ready.

Keep receipts for online purchases and take photos of in-person receipts. If a dispute arises, you will need proof of what you paid for and what you received. For online orders, save the confirmation email and take screenshots of the product description and price.

If you are disputing a merchant issue (damaged goods, non-delivery), contact the merchant first and give them a chance to refund you. Most will, and it is faster than a dispute. Only file a dispute if the merchant is unresponsive or refuses to help.

Frequently Asked Questions

Can I dispute a charge after 60 days?

No, Chase's 60-day window is firm. The clock starts when the charge posts to your account, not when you receive your statement. If you notice a charge after 60 days, contact the merchant directly to request a refund — Chase will not investigate disputes filed after the important date.

Will disputing a charge hurt my credit score?

No. Disputing a charge does not appear on your credit report and does not affect your score. Chase will not penalize you for filing a legitimate dispute, and the temporary credit during the investigation does not count against you.

What if the merchant's bank does not respond to Chase's investigation?

If the merchant does not provide proof of the transaction within the required timeframe, Chase will usually rule in your favor and the temporary credit becomes permanent. This is rare, but it happens when merchants are unresponsive or out of business.

Can I dispute a charge if I already paid it off?

Yes. If you paid the disputed amount, Chase will still investigate. Once the dispute is resolved in your favor, Chase will refund the amount to your account as a credit, which you can use toward future purchases or request as a statement credit.

What if I authorized the charge but changed my mind about the purchase?

Changing your mind is not a valid reason for a dispute. Chase will likely deny it because you authorized the transaction. Contact the merchant instead and ask about their return or refund policy. If the merchant refuses and has a no-return policy you agreed to, Chase cannot override that decision.