You have the right to dispute a charge, and your card issuer must investigate it

When you see a charge on your credit card statement that you didn't make or don't recognize, you can dispute it with your card issuer. The issuer — the bank or company that issued your card — is legally required to investigate your claim and either reverse the charge or explain why it stands. This protection exists whether the charge was fraudulent, unauthorized, or simply a billing error from the merchant.

The process is straightforward: you contact your card issuer, describe the problem, and provide any evidence you have. Your issuer then contacts the merchant to ask for proof that the charge was legitimate. If the merchant can't prove it, the charge comes off your account. If they can prove it, you'll be told why and given a chance to respond. The whole thing usually takes 30 to 90 days.

Key Takeaways

  • You must contact your card issuer within 60 days of the statement date showing the disputed charge to get the strongest legal protection.
  • Your issuer will likely reverse the charge temporarily while they investigate, so you won't be out the money during the process.
  • You'll need to describe what happened and provide any evidence — receipts, emails, proof you cancelled a subscription, or a police report if it was fraud.
  • The merchant gets a chance to respond with their own evidence, and if they do, your issuer will make a final decision based on both sides.

The 60-day window is your deadline for strongest protection

Federal law gives you 60 days from the date your statement was mailed or made available to file a dispute. This is the hard deadline. If you miss it, you can still contact your issuer and ask them to investigate, but you lose the legal protections that come with the formal dispute process — mainly the requirement that your issuer reverse the charge while they look into it.

The 60 days starts from when your statement was issued, not from when you discovered the charge. If your statement closes on the 15th of each month and you spot a fraudulent charge on the 20th, you have until mid-August to dispute it. Mark your calendar or set a phone reminder if you're not sure when your statement date is.

How to start a dispute with your card issuer

Call the customer service number on the back of your card or log into your online account. Most issuers let you start a dispute through their website or app, but calling is often faster because you can explain the situation to a person right away. Have your card number and the statement date ready.

Tell the representative exactly what happened: the date of the charge, the merchant's name, the amount, and why you're disputing it. Be specific. "I didn't make this purchase" is weaker than "I cancelled my subscription to this service on March 5th and was charged again on April 10th." If it was fraud, say so. If you were charged twice for the same thing, explain that. The more detail you give, the easier it is for your issuer to investigate.

Ask the representative to confirm that a dispute has been opened and get a reference number. Write this down. You should also receive written confirmation by mail or email within a few days.

What evidence to gather and send

Your issuer will ask you to provide anything that supports your claim. Start by gathering what you have:

  • The original receipt or order confirmation if you have it
  • Emails from the merchant, especially cancellation confirmations or refund requests you sent
  • Screenshots of your account showing the charge or showing that you cancelled a service
  • A police report if the charge was fraudulent and you reported it to law enforcement
  • Proof of a refund the merchant promised but never sent
  • Communication with the merchant's customer service showing you tried to resolve it first

You don't need all of these — send whatever you have that proves your point. If you have nothing, that's okay too. Your issuer will still investigate by asking the merchant for proof that the charge was legitimate. Many merchants can't produce that proof, and the charge gets reversed.

Send your evidence to your issuer by the method they specify — usually email, mail, or through your online account. Keep copies for yourself.

What happens while your dispute is being investigated

Once your dispute is filed, your issuer will usually credit the amount back to your account temporarily, often within 5 to 10 business days. This means you're not out the money while the investigation happens. The charge will show as "disputed" or "pending" on your statement, not as a regular charge.

Behind the scenes, your issuer sends the dispute to the merchant and asks them to prove the charge was legitimate. The merchant has a window — usually 7 to 10 days — to respond with evidence. This might be a signed receipt, a delivery confirmation, or proof that you used the service. If the merchant doesn't respond, the charge stays reversed and the dispute is closed in your favor.

If the merchant does respond with evidence, your issuer reviews both sides and makes a final decision. This can take another 30 to 60 days. You'll be notified in writing of the outcome.

What happens if the merchant disputes your dispute

Sometimes the merchant provides evidence that the charge was legitimate — a signed receipt, proof of delivery, or records showing you used the service. Your issuer will send you this evidence and ask if you want to respond. This is your chance to explain why their evidence doesn't prove the charge was valid.

For example, if the merchant says they have a signed receipt and you say you never received the item, you can provide a tracking number showing the package was never delivered, or a photo of your empty mailbox. If they say you used a service and you say you cancelled it, you can provide your cancellation confirmation email.

After you respond, your issuer makes a final decision. If they side with you, the charge stays off your account. If they side with the merchant, the charge goes back on your account. Either way, you'll be told the reason.

When to try resolving it with the merchant first

If the charge looks like a simple billing error — you were charged twice, charged the wrong amount, or charged after you cancelled — consider contacting the merchant directly before filing a dispute. Many errors are fixed in hours once the merchant knows about them, and you avoid the 30 to 90 day investigation timeline.

Call or email the merchant's customer service with the charge details and ask them to reverse it. Keep records of your contact. If they refuse or don't respond within a few days, then file a dispute with your card issuer. You're not required to contact the merchant first, but it can be faster for straightforward mistakes.

If the charge was fraudulent — someone used your card without permission — skip this step and go straight to your issuer. Fraud is different from a billing error, and your issuer needs to know right away.

Protecting yourself from future disputes

Review your statements regularly, at least once a month. Most fraud is caught within 30 days of the charge, so checking early gives you time to dispute it. Set up account alerts through your card issuer's app or website to be notified of large purchases or purchases in unusual locations.

For subscriptions and recurring charges, keep the confirmation emails and know your cancellation date. Screenshot your account settings showing that a subscription is active or cancelled. This makes disputes much easier if you're charged after cancelling.

If your card is lost or stolen, call your issuer immediately. You're not responsible for fraudulent charges made after you report the card missing, but you need to report it promptly.

Frequently Asked Questions

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

No. Your issuer must credit the amount back to your account temporarily while they investigate, as long as you filed the dispute within 60 days of your statement date. The charge won't count toward your minimum payment or interest during this time. If the merchant wins the dispute, the charge goes back on, but you'll be notified first.

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

Your issuer still has to investigate and make a decision. A closed business actually makes it easier for you — they can't provide proof that the charge was legitimate, so the dispute is usually decided in your favor. The charge stays reversed.

Can I dispute a charge I authorized but now regret?

Not through the formal dispute process. Disputes are for charges you didn't make, didn't authorize, or were charged in error. If you bought something intentionally but changed your mind, that's a return or refund issue between you and the merchant, not a card dispute. Contact the merchant directly to ask about their return policy.

Will disputing a charge hurt my credit score?

No. Disputes don't appear on your credit report and don't affect your score. Your credit report shows your payment history and how much debt you're carrying, not disputes you've filed. The only way a dispute could indirectly affect your score is if you don't pay your bill while waiting for the outcome, but you're not required to pay a disputed charge.

What if my issuer sides with the merchant and I disagree?

You can ask your issuer to reconsider and submit additional evidence, but they're not required to reopen the dispute. If you believe the decision was wrong, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB can investigate whether your issuer followed the law, though they can't force them to reverse the charge.