How to dispute a charge on your credit card statement
When you spot a charge you don't recognize or believe is wrong, you have the right to dispute it with your card issuer. The issuer — your bank or credit union — must investigate your claim within 30 days and either reverse the charge, explain why it stands, or ask for more information. You do not need to pay the disputed amount while the investigation is open, though the charge may still appear on your statement.
The process is called a chargeback or dispute, and it is separate from asking the merchant directly for a refund. If you contact the merchant first and they refuse, you can still dispute through your card issuer. If the merchant has already refunded you, you should cancel the dispute to avoid being refunded twice.
Key Takeaways
- You must contact your card issuer in writing — by mail, secure message, or phone — within 60 days of the charge appearing on your statement to start a dispute.
- The issuer will investigate and must tell you the outcome within 30 days; if they need more time, they must credit your account temporarily while they look into it.
- Charges that are clearly fraudulent (someone else used your card) move faster than charges you authorized but believe are wrong (a service you paid for but didn't receive).
- Keep copies of all correspondence with the merchant and your card issuer, because the issuer may ask you to prove your claim.
- If the issuer rules against you, you can ask them to reconsider, but the merchant's records usually carry more weight than your word alone.
When you have 60 days to file a dispute
The clock starts the moment the charge appears on your statement, not the day you were charged. Most statements close once a month, so a charge made on the 15th might not show up until the 1st of the next month. You have until the 30th of the month after that to file — 60 days total from the statement date.
If you miss the 60-day window, your card issuer is not required to investigate, though some will do so anyway. Do not wait to dispute a charge. The longer you wait, the harder it is to gather evidence, and merchants are more likely to have already processed a refund or closed the transaction.
How to file a dispute with your card issuer
Contact your card issuer in writing. You can do this by mail, through your online account (most issuers have a "dispute a charge" option in the transaction history), or by calling the number on the back of your card. If you call, ask the representative to send you written confirmation of the dispute, because you will need proof that you filed within the 60-day window.
When you file, provide the transaction date, the merchant name, the amount, and a clear explanation of why you are disputing it. Be specific: "I was charged twice for the same order" is stronger than "I don't recognize this charge." If the merchant promised a refund or a service was never delivered, say that. The issuer will use your description to decide what type of dispute to open.
You do not need to have all your evidence ready when you file. The issuer will ask for it if they need it. However, if you already have receipts, emails from the merchant, or proof of communication, include them with your dispute.
What happens after you file: the investigation timeline
Once you file, the issuer must acknowledge your dispute in writing within 30 days. During this time, they will contact the merchant and ask them to provide proof that the charge was legitimate — a signed receipt, a delivery confirmation, or evidence that you authorized it.
If the merchant does not respond or cannot provide proof, the issuer will usually reverse the charge. If the merchant does respond with proof, the issuer will review it and decide whether to uphold or reverse the charge. You will receive a written decision within 30 days of filing.
If the issuer needs more time to investigate, they must credit your account temporarily — usually within 10 days — while they continue looking into it. This temporary credit is not a final decision; it just means you are not out the money while they work. The final decision still comes within 30 days.
Types of disputes and how they are handled differently
Unauthorized charges (someone used your card without permission) are the fastest to resolve. If you report the charge as fraudulent, the issuer will usually reverse it immediately and send you a new card. They may ask you to confirm that you did not authorize it, but they rarely ask for additional proof.
Billing errors (you were charged the wrong amount, charged twice, or charged for something you cancelled) require you to explain what went wrong. The issuer will ask the merchant for their records of the transaction. If the merchant's records match your account, the charge usually stands. If there is a discrepancy, the issuer will reverse it.
Merchandise or service disputes (you paid for something that was not delivered, was damaged, or did not match the description) are the hardest to win. The issuer will ask the merchant for proof of delivery or completion. If the merchant has a signature, tracking number, or email confirmation that the service was provided, the issuer will likely rule in their favor, even if you claim you never received it or it was defective.
What to do if the issuer rules against you
If the issuer decides the charge is valid, they will tell you why in writing. Read their explanation carefully. If they made an error — for example, they say the merchant provided proof of delivery but you have evidence the package was returned — you can ask them to reconsider.
To appeal, contact the issuer again in writing and explain what is wrong with their decision. Provide new evidence if you have it. The issuer will review your appeal, but they are unlikely to change their mind unless you can show they misread the merchant's proof or ignored evidence you provided.
If the issuer still rules against you, you have the right to place a statement in your credit file explaining your side of the dispute. This statement will appear when creditors review your report, though it rarely changes lending decisions. You can also file a complaint with the Consumer Financial Protection Bureau (CFPB) if you believe the issuer did not follow the dispute process correctly.
How to protect yourself during a dispute
Keep all receipts, order confirmations, and emails from merchants for at least 60 days after a purchase. If you need to dispute a charge, these documents are your strongest evidence. Take screenshots of online orders and delivery confirmations, because websites can delete transaction history.
If a merchant promises a refund, ask them to put it in writing — an email counts. If they say they will refund you but do not, you have proof of the promise when you dispute the charge. If you are disputing a service that was supposed to be provided, document what you received (or did not receive) with photos or written notes dated the day you discovered the problem.
Do not assume the merchant will refund you just because you ask. If they do not respond within a week, file a dispute immediately rather than waiting. The sooner you file, the more time the issuer has to investigate, and the more likely you are to win.
Frequently Asked Questions
Do I have to pay the disputed charge while the investigation is happening?
No. The charge does not have to be paid during the dispute period. If the issuer temporarily credits your account, that amount is yours to use. However, the charge will still appear on your statement marked as disputed. It will not affect your credit score during the investigation.
What if the merchant says they already refunded me?
If a refund is on its way, cancel your dispute immediately. If the issuer reverses the charge and the merchant also refunds you, you will have been paid twice and the issuer will ask you to return the extra money. If the refund never arrives, you can file the dispute again.
Can I dispute a charge I authorized but am unhappy with?
Yes, but it is harder to win. If you authorized the charge but the merchant did not deliver what they promised, you can dispute it as a service or merchandise dispute. The issuer will ask the merchant for proof they completed the service. If the merchant has documentation, the charge usually stands even if you are dissatisfied.
How long does a dispute stay on my credit report?
A disputed charge does not appear on your credit report at all. It only appears on your card statement. Once the dispute is resolved, the charge either disappears (if reversed) or remains as a normal charge (if upheld). Neither outcome affects your credit score.
What if my card issuer refuses to investigate my dispute?
Card issuers are required by law to investigate disputes filed within 60 days. If yours refuses, you can file a complaint with the CFPB or your state's banking regulator. Include copies of your dispute filing and the issuer's response. These agencies can force the issuer to investigate.