If a charge on your credit card is wrong, you do not have to accept it. Under U.S. federal law, you can dispute billing errors directly with your card issuer. This guide explains the chargeback dispute process from the consumer side: your deadlines, what to include in a dispute letter, how the issuer and merchant respond, and what to do if the dispute is denied.
This article covers U.S. credit card billing disputes. Debit card and prepaid card disputes follow different rules.
What Is a Chargeback Dispute?
A chargeback is the card network process that reverses a transaction after a cardholder disputes it. For consumers, the practical step is filing a billing dispute with the credit card issuer. The issuer investigates, and if needed, asks the merchant to prove the charge was valid.
Your legal right to dispute a credit card billing error comes from the Fair Credit Billing Act (FCBA), not from the card network. Visa and Mastercard have their own dispute timelines for merchants, but those rules do not change your consumer deadline.
Your Legal Deadline: 60 Days From the First Statement
Under the FCBA, you must send a written dispute to your issuer within 60 days of the first bill that contained the error. If you moved, the issuer must have received your written change of address at least 20 days before the billing period ended to protect your rights.
Send your letter to the address your issuer lists for billing inquiries, not the payment address. Keep a copy of everything you send.
What Counts as a Billing Error?
You can dispute charges that are:
- Charges you did not make or did not authorize.
- Charges for goods or services you did not accept, or that were not delivered as agreed.
- Charges with the wrong amount, date, or other details.
- Payments or credits that were not applied correctly.
- Math errors on your statement.
This is not an exhaustive list. If you are unsure whether a problem qualifies, contact your issuer and ask.
How to Write Your Dispute Letter
Include:
- Your full name and account number.
- The charge amount and the statement date.
- A clear explanation of why the charge is wrong.
- Copies of receipts, emails, tracking numbers, or other supporting documents.
- A request for a correction or refund.
Do not send original documents. Send copies and keep the originals for your records. The FTC provides a sample dispute letter you can adapt.
Chargeback Dispute Process Step by Step
| Step | What Happens | Timing |
|---|---|---|
| 1. You send a written dispute | Your letter must reach the issuer within 60 days of the first statement with the error. | 60 days |
| 2. Issuer acknowledges your dispute | The issuer must acknowledge your complaint in writing, unless the problem is already resolved. | Within 30 days |
| 3. Issuer investigates | The issuer reviews the charge, your evidence, and any information from the merchant. | Up to 90 days |
| 4. Merchant may respond | The merchant can submit evidence to prove the charge was valid. This is called representment. | Depends on card network rules |
| 5. Issuer decides | The issuer notifies you of the result. If your dispute is approved, the charge is reversed. | After investigation |
The 30-day and 90-day deadlines come from the FCBA. The merchant's response window is set by the card network, not by federal law.
What Happens if the Merchant Fights the Dispute?
Merchants can fight a dispute by submitting evidence such as delivery confirmation, a signed receipt, account activity, or a contract. The issuer reviews that evidence and makes the final decision.
If the merchant's evidence shows the charge was valid, your dispute may be denied. If the issuer decides in your favor, the charge is removed from your account. Keep your own evidence until the dispute is fully closed.
What if Your Dispute Is Denied?
If your dispute is denied, ask the issuer for the documents and reasoning used in the decision. Review your cardholder agreement for any internal appeal or arbitration process. You can also contact your state attorney general's consumer protection office or the federal Consumer Financial Protection Bureau (CFPB). The CFPB accepts complaints about credit card billing issues and can forward them to the company.
This article is general information, not legal advice. If you believe your issuer violated the law, consult a consumer protection attorney or your state's consumer protection office.
Chargeback Dispute FAQ
How long do I have to dispute a credit card charge? You have 60 days from the first statement that contained the error.
Do I need to contact the merchant first? No. You can dispute directly with your credit card issuer. Contacting the merchant first may resolve the issue faster, but it is not required.
What happens if the merchant provides evidence? The issuer reviews the evidence and decides whether the charge stays or is reversed.
Can I dispute a charge after I already paid the bill? Yes, if the error appears on a statement and you are still within the 60-day deadline.
Does this apply to debit cards? No. This article covers credit card billing disputes. Debit card and prepaid card disputes have different rules and deadlines.