Start a dispute directly through Chase, not with your bank

When you see a charge on your Chase card that you didn't make or that was processed incorrectly, you report it to Chase's dispute department, not to your bank. Chase handles the investigation themselves. You can start the process online through your Chase account, by phone, or by mail — online is fastest and leaves a clear record of when you reported it.

Chase calls this a "dispute" or "chargeback" depending on the stage. The term doesn't matter for what you do next; what matters is that you have a specific window to report it. For unauthorized charges (someone else used your card), you have 60 days from when the statement was issued. For billing errors (wrong amount, duplicate charge, charge that wasn't delivered), you also have 60 days. Missing that window doesn't automatically end your case, but it makes it harder to win.

Key Takeaways

  • Report a disputed charge to Chase within 60 days of the statement date, either online through your account, by calling the number on the back of your card, or by mailing a written dispute to the address Chase provides.
  • Have your statement, the transaction details, and any relevant receipts or correspondence with the merchant ready before you contact Chase.
  • Chase will investigate and typically respond within 30 to 90 days; during that time, the charge may be temporarily removed from your balance while they look into it.
  • If Chase rules against you, you can ask them to reconsider if you have new evidence, but the decision is final after that.
  • Disputes for unauthorized charges (fraud) and billing errors follow the same reporting process but may have different outcomes depending on what Chase finds.

How to report the dispute online through your Chase account

Log into your Chase account on their website or mobile app and go to the transaction history or recent activity section. Find the charge you want to dispute and select it. Chase will show you options to report a problem — usually labeled "Report as Unauthorized" or "Report a Problem." Click that option and Chase will walk you through a form asking what went wrong.

Be specific about what happened. If the charge was unauthorized, say so. If it was a duplicate, say the same charge appears twice. If the merchant charged the wrong amount, describe what you were supposed to pay versus what they charged. If the item didn't arrive or was damaged, explain that. Chase uses your description to decide what to investigate and how to handle it.

After you submit the form online, Chase will send you a confirmation number and a reference number. Write both down. You'll use the reference number if you need to follow up or if Chase asks for more information. The online process usually takes a few minutes and creates an immediate record that you reported it on that date.

Reporting by phone if you need to speak with someone

Call the number on the back of your Chase card and tell the representative you want to report a disputed charge. They will ask you to verify your identity, then ask for the transaction details: the date, the merchant name, and the amount. Have your statement in front of you so you can read these details accurately.

The representative will ask you to describe what went wrong in your own words. Stick to the facts: "I never received the item," "This charge is a duplicate," "I was charged $150 but the receipt says $75." Avoid long explanations or complaints about the merchant; Chase needs the specific reason to categorize your dispute correctly.

At the end of the call, the representative will give you a reference number and tell you what happens next. Ask them to confirm the dispute was recorded and when you should expect to hear back. Most representatives will tell you 30 to 90 days, but ask anyway so you have it in writing from them.

Sending a written dispute by mail

If you prefer to have a paper record or if you're having trouble reaching Chase by phone, you can mail a written dispute. Chase publishes the mailing address for disputes on their website and on the back of your statement. The address is usually a specific P.O. box for disputes, not the general customer service address.

Write a letter that includes your name, account number, the date of the charge, the merchant name, the amount, and a clear description of why you're disputing it. Keep it to one page. Include a copy of your statement showing the charge (not the original). Do not send the original statement or any original documents; send copies only.

Mail the letter certified mail with return receipt so you have proof Chase received it and the date they received it. Keep a copy for yourself. Certified mail costs a few dollars but gives you a record that matters if Chase later says they never got your dispute. The post office will give you a tracking number; write it down with the date you mailed it.

What Chase does while investigating your dispute

Once Chase receives your dispute, they open an investigation. They contact the merchant and ask for proof that the charge was legitimate — usually a signed receipt, a delivery confirmation, or a record that you authorized the charge. The merchant has a set number of days to respond, typically 10 to 30 days depending on the type of dispute.

While Chase investigates, they may temporarily remove the charge from your balance. This is called a "provisional credit." It doesn't mean you've won; it means Chase is holding the money while they look into it. If the merchant provides proof that the charge was valid, Chase will put the charge back on your account and you'll owe it again.

Chase will contact you if they need more information from you — for example, if you claimed you never received an item, they might ask for proof that you returned it or proof of the return shipping. Respond to Chase quickly if they ask for anything. Delays on your end can slow down the investigation or result in Chase ruling against you.

Timeline and what to expect after you report

Chase typically responds to a dispute within 30 to 90 days. The exact timeline depends on the type of dispute and how quickly the merchant responds. Unauthorized charges (fraud) sometimes move faster because they're treated as potential fraud. Billing errors and merchant disputes sometimes take longer because Chase has to wait for the merchant's response.

You'll receive written notice from Chase explaining their decision. If they ruled in your favor, the charge is removed and you owe nothing. If they ruled against you, the charge goes back on your account and you owe the full amount. The notice will explain why they made that decision, usually based on what the merchant provided or what your account history shows.

If you disagree with Chase's decision, you can ask them to reconsider, but only if you have new evidence — for example, a receipt you didn't have before, a written response from the merchant, or proof of a return. Send this new evidence to Chase with a letter explaining why you think they should reverse their decision. There's no may provide they'll change their mind, but they will review it.

What documents to have ready before you contact Chase

Gather these items before you call, write, or go online to report the dispute: your statement showing the charge, the date the charge appeared, the merchant name exactly as it shows on your statement, the amount, and any receipts or confirmation emails related to the transaction. If you have a tracking number for a package that never arrived, include that. If you have a return receipt showing you sent something back, include that too.

If the merchant promised something in writing — an email saying the item would arrive by a certain date, for example — save that. If you have a screenshot of the merchant's website showing a different price than what you were charged, save that. Chase doesn't need all of this to open a dispute, but having it ready means you can provide it quickly if they ask.

Do not send original documents to Chase. Send copies only. Keep the originals in case you need them later or in case Chase asks for them again.

Frequently Asked Questions

How long do I have to report a charge as unauthorized?

You have 60 days from the date your statement was issued to report an unauthorized charge. The 60 days starts from the statement date, not from when you first noticed the charge. Check your statement to see the issue date, then count 60 days from there. If you're past 60 days, contact Chase anyway — they may still investigate, but you lose some protections.

Will the charge be removed from my account while Chase investigates?

Chase may issue a provisional credit, which temporarily removes the charge from your balance while they investigate. This is not a final decision; if the merchant provides proof the charge was valid, the charge goes back on your account. The provisional credit usually appears within a few days of reporting the dispute.

What if the merchant says I authorized the charge?

If you didn't authorize it, tell Chase that. If the merchant has a signed receipt or a record of your authorization and you dispute that, Chase will ask you to explain how the merchant got that authorization without your permission. This is harder to win than a straightforward unauthorized charge, so be clear about what happened.

Can I dispute a charge after I've already paid it?

Yes. You can dispute a charge even if you've already paid it off. The dispute process is the same. If Chase rules in your favor, they'll credit your account with the amount, and you can request a refund or leave it as a credit toward future purchases.

What happens if Chase rules against me?

The charge stays on your account and you owe it. You can ask Chase to reconsider if you have new evidence, but after that, the decision is final. If you believe Chase made an error, you can file a complaint with the Consumer Financial Protection Bureau, but that doesn't overturn Chase's decision — it just creates a record of your complaint.