You can dispute a charge by contacting your card issuer, not the merchant

When you spot a charge you don't recognize or believe is wrong, your card issuer — the bank or company that issued your card — has a legal duty to investigate it. You do not go to the store or merchant first. You contact the card company directly, usually through the phone number on the back of your card or your online account.

The card issuer will temporarily remove the charge from your balance while they investigate, which typically takes 30 to 90 days. During that time, you are not responsible for paying that amount. This protection exists because card issuers have more power to recover money from merchants than you do as an individual.

The formal name for this is a chargeback or dispute, depending on how far the process goes. Most disputes are resolved at the issuer level without the merchant ever knowing. If the issuer sides with you, the charge stays off your account. If they side with the merchant, the charge goes back on and you owe it.

Key Takeaways

  • Contact your card issuer directly by phone or through your online account within 60 days of the charge appearing on your statement.
  • You will need the transaction date, the merchant name, the amount, and a clear reason why the charge is wrong — unauthorized, duplicate, or not as described.
  • Your issuer will remove the charge temporarily while investigating, and you do not owe it during that time.
  • Keep copies of all emails, letters, and documentation you send, because the issuer may ask for proof that you tried to resolve it with the merchant first.
  • If the issuer rules against you, you can ask them to reconsider, but the outcome rarely changes without new evidence.

The three reasons you can dispute a charge

Your card issuer will only investigate if your reason falls into one of three categories. Knowing which one applies to you matters because it changes what proof you need to provide.

Unauthorized charge: Someone used your card without your permission. This includes fraud, a stolen card, or a merchant charging you without consent. You do not need to prove who did it — you only need to say it was not you.

Duplicate charge: You were charged twice for the same transaction. This is usually a processing error. You will need the transaction dates and amounts to show the issuer they are identical.

Not as described: You received the item or service, but it was not what you paid for. The merchant promised one thing and delivered another — wrong size, broken, missing features, or a service that was never performed. This is the hardest category to win because you have to prove the merchant broke their promise, not just that you changed your mind.

How to file a dispute with your card issuer

Most card issuers let you start a dispute online through your account or by calling the number on the back of your card. Online is usually faster and creates a written record automatically.

When you contact them, have ready: the transaction date, the merchant name, the amount charged, and your reason. Be specific. "This charge is wrong" will not move the investigation forward. "I returned this item on [date] and was never refunded" or "I was charged twice on [date] for the same flight" gives the issuer something to work with.

The issuer will assign your dispute a reference number. Write this down. They will also tell you the deadline for submitting supporting documents — usually 7 to 10 days after you file. Missing this deadline can result in the dispute being closed without investigation.

For unauthorized charges, you may be asked to file a police report or provide a statement. For duplicate or not-as-described charges, gather receipts, emails from the merchant, photos of the item if it arrived damaged, or any communication showing what you were promised versus what you received.

What happens while your dispute is being investigated

Once you file, the issuer removes the disputed amount from your balance. You will see a credit on your next statement. You do not pay interest on this amount, and it does not count against your credit limit while the investigation is open.

The issuer then contacts the merchant and asks them to provide proof that the charge was legitimate. The merchant has a set time — usually 10 to 30 days — to respond. If they do not respond or cannot provide proof, the issuer will rule in your favor and the charge is permanently removed.

If the merchant does respond with proof, the issuer reviews it and decides who is right. They will notify you of the outcome in writing, usually within 30 to 90 days of when you filed. If you lose, the charge goes back on your account and you owe it again, including any interest that accrued while it was disputed.

When the merchant claims you are wrong

If the issuer rules against you, the charge is reinstated. You can ask the issuer to reconsider, but only if you have new evidence — not just a disagreement with their first decision. New evidence means something the merchant did not provide the first time: a receipt you found, an email proving you returned the item, a photo of damage, or a written statement from a witness.

If you have no new evidence, the dispute is closed. You then owe the full amount, and the issuer may report the unpaid balance to your credit report if you do not pay it.

This is why trying to resolve the issue with the merchant first can help. If you can get them to issue a refund or credit before filing a dispute, you avoid the investigation entirely. But if the merchant is not responding or refusing, the dispute process is your recourse.

How disputing a charge affects your credit

Filing a dispute does not hurt your credit score. The temporary credit while the investigation is open does not appear on your credit report at all — it is just a hold on your account.

If you lose the dispute and the charge is reinstated, it only affects your credit if you then fail to pay it. A single unpaid charge will not immediately damage your score, but if it goes unpaid for 30 days or more, the issuer may report it as a late payment or charge-off, which does harm your credit.

Disputing charges does not flag your account as a problem customer. Card issuers expect disputes to happen. Filing one does not make them more likely to close your account or raise your interest rate.

Common mistakes that weaken your dispute

Waiting too long to file is the biggest mistake. You have 60 days from when the charge appears on your statement to start a dispute. After that, most issuers will not investigate. Mark your calendar when you receive your statement if you spot something wrong.

Not providing supporting documents is the second mistake. If you say you returned an item, the issuer wants to see proof — a receipt, a tracking number, a photo of the return label, or an email from the merchant confirming the return. Without it, they have only your word against the merchant's.

Disputing a charge you later remember authorizing is a third mistake. If you file a dispute for a subscription you forgot you signed up for, or a charge from a merchant you do recognize, the issuer will close the dispute and you will owe the charge. Only dispute charges you genuinely did not authorize or that are factually wrong.

What to do if the merchant offers a refund after you file

If the merchant contacts you and offers a refund after you have filed a dispute, ask them to process it immediately. Once they issue the refund, contact your card issuer and ask them to close the dispute. This is faster than waiting for the investigation to finish.

Do not accept a store credit or promise of a future refund as a substitute. You want the money back to your card account, not tied up in a merchant account you may never use again.

If the merchant says they will refund you only if you withdraw the dispute, be cautious. Some merchants use this as a way to avoid the investigation. You can withdraw the dispute, but only after the refund has actually posted to your account — not based on a promise.

Frequently Asked Questions

What if I authorized the charge but the merchant charged me the wrong amount?

This is a "not as described" dispute. You authorized a transaction, but the amount was wrong. File a dispute and explain the discrepancy — for example, you agreed to $50 but were charged $150. Bring any emails or receipts showing what price was quoted to you.

Can I dispute a charge if I used a debit card instead of a credit card?

Yes, but debit card disputes have weaker protections. You have the same 60 days to file, but the investigation process is slower and the issuer is less likely to credit your account while investigating. Credit cards offer stronger fraud protection by law, which is one reason they are safer for online purchases.

What happens if I dispute a charge and then the merchant sues me?

This is rare, but possible if the merchant believes you filed a false dispute. If you receive a lawsuit notice, do not ignore it. Bring all documentation of your dispute to a lawyer. If you genuinely did not authorize the charge or it was not as described, you have a defense. If you authorized it and are now disputing it falsely, you could lose and owe the charge plus legal fees.

How long does it take to get my money back after I win a dispute?

If the issuer rules in your favor, the credit is usually permanent within 5 to 10 business days. If the charge was already reinstated on your account, it will be removed again. If it was still in dispute, it simply stays off your account.

Can I dispute a charge more than once?

You can file a second dispute only if you have new evidence the issuer did not see the first time. Filing multiple disputes for the same charge without new evidence can result in the issuer closing your account or reporting you for abuse of the dispute process.