Under U.S. CFPB Regulation Z § 1026.13, unauthorized transactions on credit card statements qualify as billing errors. Chase requires disputes within 60 days of the transaction first appearing on your statement, which can be submitted online at Chase.com, in the app, or by calling the number on the back of your card. This process applies to U.S. Chase credit card accounts and provides protections during investigation, including no requirement to pay the disputed amount. It does not cover debit cards, merchant refunds, or non-U.S. accounts.
Controlling U.S. Rules and Chase Policy
CFPB Regulation Z § 1026.13 governs billing error resolution for credit cards, defining unauthorized transactions--those not made to the consumer or an authorized person--as billing errors. The FTC guidance on credit card disputes confirms this framework. Issuers must acknowledge disputes within 30 days and resolve them within two billing cycles, not exceeding 90 days.
Chase aligns with this in its policy, setting a 60-day window from the transaction's first statement appearance for reporting unauthorized charges. Disputes trigger an investigation where the consumer faces no payment obligation on the disputed amount or related finance charges, and no delinquency reporting occurs during this period.
| Aspect | U.S. Federal Rule (Reg Z § 1026.13) | Chase Policy |
|---|---|---|
| Deadline to Report | Within 60 days of statement | Within 60 days of first statement appearance |
| Acknowledgment | Within 30 days | Typically 48 hours to 10 business days |
| Resolution | Two billing cycles (max 90 days) | Investigation follows federal timelines |
| Payment During Process | Not required on disputed amount | Aligns with federal protections |
What Does Not Control This Dispute
Unauthorized charge disputes follow credit card billing error rules under Regulation Z, not merchant refund policies or quality disputes for accepted goods and services, which Regulation Z § 1026.13(a)(3) excludes. This differs from Regulation E processes for debit cards, EFT, ACH, or prepaid accounts.
Chase U.S. policy does not incorporate non-U.S. rules. Card network zero-liability policies provide context but do not override FCBA or Chase procedures here. Merchant contact does not substitute for filing directly with Chase.
How to Submit a Chase Dispute and Next Steps
Wait for pending charges to post, typically 1-3 business days per Chase guidance. Log in to Chase.com or the app, navigate to the transaction details, select "dispute," and choose unauthorized use as the reason. Provide the transaction date, amount, and statement details. Phone disputes use the number on your card back.
Gather evidence like the statement showing the charge and any notes on why it was unauthorized. Track the case online. If Chase does not meet federal timelines, send written notice to the address on your statement for full FCBA protections, then escalate to the CFPB.
Checklist for Chase Unauthorized Charge Dispute:
- Confirm charge posted (wait 1-3 business days if pending).
- Note transaction details: date, amount, merchant, statement date.
- Submit within 60 days via Chase.com/dispute, app, or phone.
- Monitor status online; expect response in 48 hours to 10 days.
- Retain confirmation of submission.
FAQ
What counts as an unauthorized charge under U.S. rules?
A billing error per Regulation Z if the transaction was not made to you or someone you authorized.
Can I dispute a pending charge?
Chase advises waiting 1-3 business days for posting before disputing.
What if Chase doesn't resolve in 90 days?
Federal rules require resolution within two billing cycles (max 90 days); escalate to CFPB with your dispute records.
Does this apply to Chase debit cards?
No--debit disputes follow Regulation E, not FCBA or credit card processes.