Yes, you can dispute a charge, and your card issuer has a legal process to handle it

When you spot a charge on your statement that you didn't make or that was processed incorrectly, you have the right to dispute it with your card issuer. The issuer — your bank or credit union — is required by federal law to investigate your claim and either reverse the charge or explain why it stands. This process is called a chargeback or a billing dispute, and it's separate from asking the merchant directly for a refund.

The key difference: disputing with your card issuer protects you if the merchant won't cooperate or has already closed. Your issuer has to act within specific timelines and can temporarily credit your account while they investigate. You don't have to wait for the merchant to respond.

Key Takeaways

  • You have 60 days from the date the charge appeared on your statement to file a dispute with your card issuer.
  • Contact your issuer by phone, mail, or online portal — the method matters because it starts the legal clock, so use a method that creates a record.
  • Your issuer must acknowledge your dispute in writing within 30 days and complete the investigation within 90 days.
  • Provide specific details: the transaction date, the merchant name, the amount, and a clear explanation of why the charge is wrong.
  • Your issuer may credit your account temporarily while investigating, but you may owe the money back if the merchant proves the charge was valid.

The 60-day window and why it matters

Federal law (the Fair Credit Billing Act) gives you 60 days from the date a charge appears on your statement to file a dispute. This is not 60 days from when you made the purchase — it's 60 days from when it showed up on your bill. If you miss this window, your issuer can still investigate, but they are no longer legally required to do so, and you lose some protections.

The clock starts when the statement is mailed or made available to you online, not when you open it. If a charge appears on a statement dated March 15, you have until May 14 to dispute it. After that date, you can still contact your issuer, but the formal dispute process may not apply.

How to file a dispute with your card issuer

Contact your issuer through a method that creates a written record. Call the customer service number on the back of your card, use your online account portal, or send a letter to the address listed on your statement. Phone calls work, but a written record — email or letter — is stronger because you can prove you filed and when.

When you contact your issuer, have your statement in front of you and provide these details: the transaction date, the merchant name, the amount, and a clear explanation of why the charge is wrong. Say whether the charge was unauthorized (you didn't make it), the amount is incorrect, or the merchant never delivered what you paid for. The more specific you are, the faster the investigation moves.

Your issuer will give you a dispute reference number and send you written confirmation within a few days. Keep this number and all correspondence — you'll need it if the dispute takes time to resolve.

What happens after you file

Your issuer must acknowledge your dispute in writing within 30 days. During this time, they often place a temporary credit in your account for the disputed amount while they investigate. This credit is not final — if the merchant proves the charge was valid, you'll owe the money back.

The full investigation takes up to 90 days. Your issuer contacts the merchant, reviews the transaction details, and checks whether you authorized the charge. The merchant has a chance to respond with evidence (a signed receipt, proof of delivery, or a record of your authorization). Your issuer weighs both sides and decides whether to reverse the charge or deny your dispute.

Once the investigation closes, your issuer sends you a final written decision. If they reverse the charge, the temporary credit becomes permanent and the charge is removed from your statement. If they deny the dispute, they explain why and the temporary credit is removed — you owe the amount again.

Disputes for unauthorized charges versus merchant errors

The process is the same, but the strength of your case depends on the type of dispute. Unauthorized charges — fraud or identity theft — are the strongest disputes. If you never made the purchase and can show you weren't in the location or the charge doesn't match your spending pattern, your issuer will likely reverse it. You may need to file a police report or an identity theft report with the Federal Trade Commission (FTC) if fraud is involved.

Merchant errors — wrong amount charged, duplicate charges, or items never received — require documentation. If you were charged twice for one purchase, show both charges on your statement. If an item never arrived, provide your order confirmation and any tracking information showing it wasn't delivered. If the amount is wrong, explain what you agreed to pay.

Disputes over the quality of goods or services are harder to win. If you received what you ordered but it wasn't what you expected, your issuer may tell you to work it out with the merchant. The exception is if the merchant promised something specific (a refund within 30 days, for example) and didn't deliver.

What to do before you dispute

Contact the merchant first if you haven't already. Call their customer service, explain the problem, and ask for a refund or correction. Many charges are resolved this way without a formal dispute. Keep records of your contact — the date, the person's name, and what they said they would do.

If the merchant promises to fix it but doesn't, or if they're unreachable or closed, then file a dispute with your issuer. Your issuer will ask whether you tried to resolve it with the merchant, so having that record helps. If you never contacted the merchant, your issuer may ask you to do so before they investigate.

Temporary credits and what you owe during the investigation

Many issuers credit your account temporarily while they investigate, usually within 10 days of receiving your dispute. This means the charge is removed from your balance and you don't have to pay it while the issuer looks into it. However, this credit is provisional — it's not yours to keep until the investigation is complete.

If the merchant provides proof that the charge was valid (a signed receipt, proof of delivery, or a record of your authorization), your issuer will remove the temporary credit and you'll owe the amount again. You'll receive written notice of this decision. If you disagree, you can ask your issuer to reconsider, but the burden is now on you to provide evidence that the merchant is wrong.

Frequently Asked Questions

What if the merchant goes out of business before the dispute is resolved?

Your issuer still investigates, but if the merchant is unreachable, your issuer may reverse the charge in your favor. A closed business can't provide proof that the charge was valid, so the dispute often resolves in your favor. This can take the full 90 days.

Can I dispute a charge if I authorized it but changed my mind?

Not through a standard dispute. If you bought something and regret it, that's a refund issue between you and the merchant, not a billing error. Your issuer won't reverse a charge you knowingly made. The exception is if the merchant promised a refund within a certain time and refused to honor it.

What happens if my issuer denies my dispute?

Your issuer sends you a written explanation. If you believe they made a mistake, you can ask them to reconsider within 10 days, but you'll need new evidence. You can also file a complaint with the Consumer Financial Protection Bureau (CFPB) if you think your issuer violated the dispute process, though this won't automatically reverse the charge.

Do I have to pay the disputed amount while the investigation is happening?

No. If your issuer places a temporary credit on your account, you don't owe that amount during the investigation. Your minimum payment is calculated without the disputed charge. If no temporary credit is issued, contact your issuer and ask them to hold off on collection while they investigate.

Can I dispute a charge after I've already received a refund from the merchant?

You shouldn't. If the merchant already refunded you, disputing the charge means you'd receive the money twice — once from the merchant and once from your issuer. This is considered fraud. If the merchant refunded you but the charge is still on your statement, wait a billing cycle or two for the refund to post, then contact your issuer if it doesn't appear.