If Chase denies your credit card fraud or billing dispute claim, review their denial notice for details on the investigation. Gather supporting evidence such as receipts, statements, or police reports if fraud is involved. Contact Chase via phone or secure message to discuss the denial and provide additional information. U.S. Chase cardholders who filed a timely dispute within 60 days of the transaction appearing on their statement may consider next steps under Regulation Z, including escalation if the investigation appears inadequate.
What Controls Chase Fraud and Billing Dispute Denials
U.S. Regulation Z §1026.13, part of the Truth in Lending Act enforced by the CFPB, governs credit card billing error disputes, including unauthorized transactions. It requires creditors like Chase to conduct a reasonable investigation and correct confirmed errors. See the full text at CFPB Regulation §1026.13.
Chase's policy, outlined on their Disputing a Charge page, allows disputes for posted charges within 60 days of the statement date. Submit online or call the number on the back of your card. Chase typically responds in 48 hours to 10 business days. The FTC guidance on credit cards and disputes notes that issuers must acknowledge disputes and advises keeping receipts to resolve inaccurate charges.
These rules cover credit card billing disputes and chargebacks for unauthorized use or errors, separate from merchant refund policies.
What Does Not Control Your Denied Chase Claim
Regulation Z §1026.13 defines billing errors but excludes disputes over the quality of accepted goods or services. Merchant refund policies do not govern credit card disputes.
This process applies only to credit cards, not debit card or EFT disputes under Regulation E, wire transfers, or remittance claims. Non-U.S. rules do not apply to U.S. Chase credit cards.
| Aspect | Controls Chase Credit Card Disputes | Does Not Control |
|---|---|---|
| Primary Rule | Regulation Z §1026.13 (unauthorized transactions, billing errors) | Merchant refunds or product quality |
| Timeline | 60 days from statement (Chase policy) | Non-credit card payment rails (e.g., ACH/EFT) |
| Scope | U.S. credit cards | Non-U.S. jurisdictions or debit cards |
Practical Next Steps After a Chase Denial
Review the denial notice from Chase for specifics on their investigation.
Gather evidence including:
- Transaction receipts and statements
- Police reports (for fraud/unauthorized use)
- Merchant communications or proof of non-delivery
Contact Chase promptly:
- Call the number on your card back
- Use online secure messaging or chat at chase.com to request reconsideration with new evidence
Act quickly, as original disputes must occur within Chase's 60-day window.
FAQ
Can I dispute a Chase charge more than 60 days after it posts?
Chase policy requires disputes within 60 days of the transaction appearing on your statement.
What evidence does Chase require for a fraud claim?
Retain receipts and statements per FTC guidance; police reports support unauthorized claims under Regulation Z.
Is a police report required for unauthorized charge disputes?
Not explicitly required by Regulation Z or Chase policy, but recommended for fraud evidence.
What if the denied claim involves a merchant I already contacted?
Credit card disputes under Regulation Z are separate from merchant refunds; pursue if it qualifies as a billing error.