You can dispute a charge directly with Chase, and the bank has a legal obligation to investigate

When you spot a charge on your Chase statement that you didn't make or that was processed incorrectly, you have the right to dispute it. Chase calls this a chargeback or dispute claim. The bank must investigate your claim within a set timeframe and either reverse the charge, adjust it, or explain why it stands. You don't need a lawyer or a special service to do this — you can file the dispute yourself through your Chase account, by phone, or by mail.

The reason this matters: if you wait too long, you lose the right to dispute. Chase gives you 60 days from the date the charge appears on your statement. After that, the bank is no longer required to investigate. Starting the dispute early also means Chase can freeze the charge while they look into it, so you're not paying interest on money you're fighting.

Key Takeaways

  • You have 60 days from the statement date to dispute a charge; after that, Chase is not required to investigate.
  • File your dispute through your Chase online account, by calling the number on the back of your card, or by mailing a written dispute to the address Chase provides.
  • Chase will typically freeze the disputed amount while investigating, so you won't pay interest on it during that time.
  • Gather your evidence before you file: receipts, emails, screenshots, or proof that you cancelled a service or returned an item.
  • The investigation usually takes 30 to 90 days; Chase will notify you of the outcome in writing.

Three ways to file a dispute with Chase

Online through your Chase account is usually the fastest route. Log in to Chase.com or the Chase mobile app, go to your transaction history, find the charge you want to dispute, and select "Report as Unauthorized" or "Dispute This Transaction." Chase will ask you to describe what happened and may ask for supporting documents. You can upload photos of receipts or emails directly in the app.

By phone

By mail

What to include when you file your dispute

Chase will ask you to describe what happened. Be specific: don't just say "I didn't authorize this" — explain whether you never received the item, received something damaged, were charged twice, were charged the wrong amount, or cancelled a subscription that kept billing you. The more detail you give, the faster Chase can investigate.

Gather any evidence you have before you file. This might include a receipt showing a different amount, an email confirming you cancelled a service, a tracking number showing the package was never delivered, photos of a damaged item, or a credit card statement showing the same charge twice. If you contacted the merchant to dispute the charge and they didn't respond or refused to refund you, mention that too. Chase doesn't always need this evidence to start an investigation, but having it ready speeds things up.

If the charge was unauthorized — meaning someone else used your card without permission — tell Chase that directly. Unauthorized charges are treated differently and often resolved faster than billing disputes.

What happens after you file: the investigation timeline

Once you file, Chase will create a dispute case and assign it a number. The bank has up to 30 days to investigate, though it often takes longer. During this time, Chase will contact the merchant (the business that charged you) and ask them to prove the charge was legitimate. The merchant has to respond with evidence — a receipt, proof of delivery, or proof you authorized the charge.

While the investigation is open, Chase will usually place a provisional credit on your account. This means the disputed amount is removed from what you owe, so you're not paying interest on it. This is temporary — if Chase rules against you, they'll remove the credit and you'll owe the charge again.

Chase will notify you of the outcome in writing, usually within 30 to 90 days. If they rule in your favor, the charge is permanently removed and you're done. If they rule against you, the letter will explain why and what evidence the merchant provided. At that point, your options are limited — you can try contacting the merchant directly one more time, or you can accept the ruling.

Common reasons disputes are denied

Chase denies disputes most often when the merchant provides proof you authorized the charge. This includes a signed receipt, an email confirmation you sent, or a record showing you logged into an account and made a purchase. If you ordered something online and it was delivered to your address, Chase will usually side with the merchant unless you can prove the item never arrived or was damaged.

Disputes are also denied when you wait too long to file. If more than 60 days have passed since the charge appeared on your statement, Chase won't investigate at all. Disputes filed for "change of mind" — meaning you bought something, received it in good condition, and now regret the purchase — are almost always denied. Chase's dispute process is for unauthorized charges and billing errors, not for returns or refunds on items you willingly bought.

If the merchant is a subscription service and you authorized the initial charge but didn't cancel properly, Chase will usually deny the dispute. Your recourse is to contact the merchant directly and ask them to stop billing you, or to contact your bank about blocking future charges from that merchant.

Protecting yourself from future disputes

Keep receipts and confirmation emails for every purchase, especially online. Take screenshots of order confirmations and delivery notifications. If you're buying from an unfamiliar merchant, use a credit card instead of a debit card — credit card disputes have stronger legal protections. Review your Chase statement every month, even if you set up autopay, so you catch unauthorized charges quickly.

Before you dispute a charge, try contacting the merchant first. Many billing errors are simple mistakes — a duplicate charge, a wrong amount, or a service that wasn't cancelled. A quick email or phone call often gets resolved in days, faster than a formal dispute. Keep records of every contact you make with the merchant, including the date, time, and what they said.

If you're disputing a subscription charge, check your account settings with the merchant before filing a dispute. Some services make it hard to find the cancellation button, and you might discover the subscription is still active. Cancelling directly is faster than disputing.

What to do if Chase rules against you

If Chase denies your dispute, you have limited options. You can contact the merchant one more time and ask them to reverse the charge as a courtesy, but they're under no obligation to do so. You can also file a complaint with the Consumer Financial Protection Bureau (CFPB) if you believe Chase didn't investigate properly, though this won't reverse the charge — it creates a record that may help other consumers.

If the charge was truly unauthorized and you believe Chase made a mistake, you can ask to speak with a supervisor at Chase and request a second review. Bring all your evidence and explain clearly why you believe the investigation was incomplete. This doesn't always work, but it's worth trying if you're confident in your case.

Going forward, monitor your account closely for similar charges from the same merchant. If the unauthorized charge happens again, file another dispute immediately — a pattern of unauthorized charges strengthens your case and may prompt Chase to block the merchant or freeze your account.

Frequently Asked Questions

Can I dispute a charge after 60 days?

Chase is not required to investigate disputes filed more than 60 days after the charge appears on your statement. However, you can still contact the merchant directly and ask for a refund. Some merchants will honor refund requests even after 60 days, especially if you have proof of the error.

Will I have to pay the disputed charge while Chase investigates?

No. Chase will usually place a provisional credit on your account, which removes the disputed amount from your balance. You won't pay interest on it during the investigation. If Chase rules against you, they'll remove the credit and you'll owe the charge again.

What if the merchant says I authorized the charge but I didn't?

Tell Chase that the merchant's claim is false and explain why you believe the charge was unauthorized. If you have evidence — like proof your card was stolen, or proof you never received a confirmation email — include it. Chase will weigh your statement against the merchant's evidence and make a decision.

How long does a dispute investigation take?

Chase has up to 30 days to investigate, but most disputes take 30 to 90 days from start to finish. You'll receive written notice of the outcome. You can check the status of your dispute anytime by logging into your Chase account or calling the number on the back of your card with your case number.

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

No. Chase's dispute process is for unauthorized charges and billing errors, not for refunds on items you willingly purchased. If you want to return something, contact the merchant directly. If you're unhappy with a purchase, that's a customer service issue between you and the merchant, not a dispute matter.