How to dispute a credit card transaction

Contact your card issuer as soon as you notice a charge you didn't make or authorize. Call the number on the back of your card or log into your online account to start a dispute. The issuer will ask you to describe what happened — whether the charge is fraudulent, the merchant charged you twice, or you were billed for something you returned. Your bank or credit card company then investigates by requesting documentation from the merchant and from you, and decides whether to reverse the charge.

The process is governed by the Fair Credit Billing Act (FCBA), a federal law that protects you while the dispute is being resolved. During the investigation, the issuer must not report the disputed amount as late or delinquent on your credit report, and you don't have to pay that portion of your bill. Most disputes are resolved within 30 to 90 days, though some take longer if the merchant contests the claim.

Key Takeaways

  • Contact your card issuer within 60 days of the charge appearing on your statement to preserve your legal protections under the Fair Credit Billing Act.
  • You can dispute online through your account portal, by phone, or by sending a written letter — all three methods are legally valid, but written disputes create a paper trail.
  • The issuer must investigate and respond within 30 days for a temporary credit, and within 90 days with a final decision on whether the charge will be permanently removed.
  • While your dispute is pending, the amount cannot be reported as late payment, and you are not required to pay that portion of your bill.
  • If the issuer rules against you, you have the right to submit a written statement explaining your position, which must be included in any future dispute communications.

The 60-day window and why it matters

You must contact your card issuer within 60 days of the charge appearing on your statement. This deadline is set by the FCBA and is the threshold for your strongest legal protections. If you wait longer, you may still be able to dispute the charge, but the issuer is not legally required to investigate, and you lose the automatic protections that come with a formal dispute.

The 60 days starts from the date the statement containing the charge was mailed or made available to you, not from the date the charge posted to your account. Check your statement carefully each month — fraudulent charges are often easier to reverse if caught quickly, before a merchant has shipped goods or completed a service.

Three ways to file your dispute

You can dispute a charge by phone, online, or by mail. Each method is legally valid under the FCBA, but they differ in how much documentation you create.

By phone: Call the number on the back of your card. Have your statement in front of you and be ready to describe the charge, the date, the merchant name, and the amount. The representative will open a dispute case and assign you a reference number. Write this number down immediately — you will need it to track the investigation. Ask the representative to confirm the dispute in writing and to send you a copy of the dispute form.

Online: Log into your card issuer's website or mobile app. Look for a "Dispute a Transaction" or "Report Unauthorized Charge" option, usually under Account Services or Help. You will answer questions about the charge and the reason for the dispute. The system will generate a case number. Take a screenshot or print the confirmation page.

By mail: Write a letter to the address listed on your statement for billing disputes (not the payment address). Include your name, account number, the date and amount of the disputed charge, the merchant name, and a clear explanation of why you are disputing it. Keep a copy for your records and send the letter via certified mail with return receipt requested. This creates proof that the issuer received your dispute on a specific date.

What happens during the investigation

Once you file a dispute, the issuer has 30 days to acknowledge receipt and tell you what happens next. Within this 30-day window, the issuer must either reverse the charge temporarily or explain why they need more time to investigate. If they reverse it temporarily, the credit appears on your account, though the investigation continues.

The issuer then contacts the merchant and requests documentation — the signed receipt, proof of delivery, or evidence that you authorized the charge. The merchant has a set time (usually 7 to 10 days) to respond. If the merchant doesn't respond or can't provide proof, the issuer typically rules in your favor and makes the temporary credit permanent.

If the merchant provides documentation showing you authorized the charge or received the goods, the issuer may rule against you. You will be notified of the final decision within 90 days of filing the dispute. If the issuer decides against you, you can submit a written statement (up to 100 words) explaining your position. This statement must be included in the merchant's file and provided to anyone who requests information about the dispute in the future.

Disputes for different types of problems

The reason you give for the dispute affects how the issuer investigates. Unauthorized charges — fraud or identity theft — are treated as the issuer's responsibility to investigate. The merchant must prove you authorized the charge. Billing errors — you were charged twice, charged the wrong amount, or charged for something you returned — require the issuer to verify the transaction details with the merchant. Services not rendered — you paid for something that was never delivered or completed — require proof from the merchant that the service was provided.

Be specific about which category applies. If you say "I don't recognize this charge," the issuer may ask you to confirm whether it's fraud or a billing error, which delays the process. If you say "I returned this item on [date]," the issuer knows to ask the merchant for a return receipt or refund record.

Your rights while the dispute is pending

During the investigation, you have specific protections. The issuer cannot report the disputed amount as a late payment or delinquent account to credit bureaus. You are not required to pay the disputed portion of your bill while the dispute is being resolved — you only have to pay the rest of your balance to stay in good standing. If the issuer tries to collect the disputed amount or reports it as delinquent, that is a violation of the FCBA.

You can continue to use your card normally. The dispute does not freeze your account or prevent you from making other purchases. If the issuer does reverse the charge temporarily, that credit is available to use immediately, though it may be reversed again if the merchant successfully contests the dispute.

What to do if the issuer rules against you

If the issuer decides the charge was valid and rules against you, you have the right to submit a written response. This response can be up to 100 words and should explain why you believe the charge is still incorrect. Send it to the issuer within 10 days of receiving the final decision. The issuer must include your statement in the merchant's file and provide it to anyone who later inquires about the dispute.

If you believe the issuer made an error in their investigation, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB does not reverse charges directly, but it investigates whether the issuer followed the law during the dispute process. You can also contact your state's attorney general's office or your state banking regulator.

Frequently Asked Questions

Can I dispute a charge after 60 days?

You can contact your issuer after 60 days, but you lose the legal protections of the Fair Credit Billing Act. The issuer is not required to investigate and may refuse to open a dispute. Some issuers will still help if the charge is clearly fraudulent, but you have no legal may provide. It is always better to dispute within the 60-day window.

Do I have to pay my bill while disputing a charge?

You must pay the rest of your bill to stay in good standing, but you do not have to pay the disputed amount. If you pay the disputed portion, you may lose some of your dispute rights. Pay everything except the contested charge, and note on your payment that you are disputing the other amount.

What if the merchant says I authorized the charge?

The merchant must provide proof of authorization — a signed receipt, an email confirmation, or a record showing you placed the order. If you genuinely did not authorize it, tell the issuer that during the investigation. If the merchant cannot produce proof, the issuer will rule in your favor. If they do produce proof and you still believe it is wrong, submit your written statement explaining why.

How long does a dispute take?

The issuer must respond within 30 days and reach a final decision within 90 days. Most disputes are resolved faster — many within 30 to 45 days — but complex cases or merchant disputes can take the full 90 days. You will receive updates by mail or through your online account as the investigation progresses.

Can I dispute a charge if I changed my mind about a purchase?

No. Buyer's remorse is not a valid reason for a dispute under the FCBA. You can only dispute if the charge is fraudulent, you were billed incorrectly, or the merchant failed to deliver what you paid for. If you want to return an item, contact the merchant directly about their return policy instead.