The short answer
For a U.S. consumer credit card, contact the issuer as soon as you spot a charge that isn't yours, is for the wrong amount, was duplicated, or reflects a purchase problem. If you are using the Fair Credit Billing Act (FCBA) billing-error process, your written notice must reach the issuer within 60 days after the first statement containing the error was sent. The clock generally starts with that statement, not the purchase date.
Call right away for suspected fraud. A call can help block the card or open an investigation, but it may not preserve all of your rights under the billing-error process. Send written notice to the issuer's billing-inquiries address, keep proof that it arrived, and pay the part of the bill you aren't disputing.
The rules here apply to U.S. credit cards. Debit cards, prepaid cards, bank transfers, and payment apps use different procedures.
Dispute, chargeback, or refund?
These terms are often used as if they mean the same thing:
- A charge dispute is your report to the issuer that a transaction is unauthorized, incorrect, duplicated, or tied to a problem with goods or services.
- A chargeback is the issuer and card-network process for seeking a reversal from the merchant's payment account.
- A refund is money the merchant voluntarily sends back. It can resolve the problem without a longer dispute process.
You generally don't file a chargeback directly with Visa or Mastercard. Start with the bank or credit union that issued the card. If American Express issued the card directly, use its dispute channel. If a bank issued an American Express-branded card, start with that bank.
A chargeback isn't guaranteed. The issuer reviews the facts, the merchant may send evidence, and a temporary credit can be removed if the claim isn't supported.
What the Fair Credit Billing Act covers
The FCBA covers certain billing errors on consumer credit card accounts, including:
- An unauthorized charge
- The wrong amount or transaction date
- A duplicate charge
- A payment or credit that wasn't posted
- Goods or services you didn't accept or that weren't delivered as agreed
- A calculation or accounting error on the statement
The law doesn't turn every disappointing purchase into a billing error. A disclosed no-refund policy, buyer's remorse, or general dissatisfaction with a product may not be enough by itself. An issuer may still review a merchant complaint under card-network rules, but that is different from an automatic right under the FCBA.
The Federal Trade Commission's guidance on disputing credit-card billing errors describes the written-notice process and its deadlines.
Unauthorized charges
An unfamiliar merchant name isn't automatically fraud. Check whether the business uses a different billing name, whether an authorized user made the purchase, or whether the charge is a recurring payment you forgot about.
If you still don't recognize it, call the number on the back of the card. Ask whether the card or account should be blocked or replaced, and ask about other transactions that may be related. Federal law generally limits liability for unauthorized credit card use to $50 when the legal conditions apply. Many issuers and networks offer broader zero-liability protection, but those policies can have conditions and reporting requirements.
Don't use a phone number from a suspicious text or email to report the charge.
Problems involving a merchant
For a delivery, cancellation, quality, or duplicate-billing problem, contact the merchant in writing when practical. State what happened, ask for a specific remedy, and save the response. That may resolve the issue faster and gives the issuer a clearer record.
You don't have to let the merchant conversation run past the FCBA deadline. Contact the issuer while the merchant is reviewing your request if the 60-day window is approaching.
A step-by-step dispute
1. Find the charge and calculate the deadline
Start with the statement that shows the charge. Write down:
- The merchant name as it appears on the statement
- The transaction date and amount
- The date the statement was sent
- The account's last four digits
- The specific reason you believe the charge is wrong
If several transactions relate to the same problem, list each one separately. A request to remove "all charges" without identifying them can make the review harder.
2. Call the issuer promptly
Use the number on the back of the card, especially if you suspect fraud. Ask for a confirmation or case number. If needed, ask whether the card should be locked, canceled, or replaced.
For a merchant dispute, explain what happened and ask whether the issuer wants an online form, supporting documents, or a mailed billing-error notice. The call is useful for speed, but don't rely on it alone when the 60-day deadline matters.
3. Send written notice within 60 days
Your notice must reach the issuer within 60 days after the first statement containing the billing error was sent. Use the billing-inquiries address shown on the statement or in the card agreement. It may be different from the address used for payments.
Include:
- Your name and mailing address
- The account number or last four digits, following the issuer's instructions
- The charge amount, date, and merchant
- A clear explanation of why the charge is incorrect
- The correction you want
- Copies of relevant documents, not originals
Use a trackable delivery method. Keep the letter, attachments, mailing receipt, and delivery confirmation. If you use an app or website, save the confirmation screen and case number. When the deadline is close, send notice to the billing-inquiries address even if you've also filed online.
4. Pay the undisputed part
For a qualifying billing-error investigation, you generally may withhold the disputed amount and related finance charges while the issuer investigates. You still need to pay the part of the balance that isn't in dispute and should follow the issuer's instructions about minimum payments.
Don't stop paying the entire account because one charge is under review. An unpaid, unrelated balance can create a separate late-payment problem.
5. Send evidence that follows the timeline
The strongest evidence makes three points easy to follow: what was promised, what happened, and when you notified the merchant or issuer.
Documents that may help include:
- Receipts, order confirmations, invoices, and contracts
- The product listing or service description
- Delivery records and promised delivery dates
- Emails, chat messages, and cancellation confirmations
- Return tracking and proof that the merchant received the item
- Statements showing a duplicate charge or missing credit
- Photos showing a material difference from the description
- A fraud or police report number, if you made a report
Redact passwords, full payment numbers, and unrelated personal information. Keep the original files in case the issuer asks for more detail.
6. Watch for the issuer's response
For a billing-error notice, the issuer generally must acknowledge the complaint in writing within 30 days unless it has already resolved the problem. It must resolve the dispute within two complete billing cycles and no more than 90 days after receiving the notice.
Some issuers provide a temporary or provisional credit sooner. That credit isn't necessarily final, so don't spend it until the issuer confirms that the adjustment is permanent.
If the issuer says there was no error, it should explain the result and state what amount is due. Ask for the documents or information used in the decision. If you disagree, respond in writing and address the stated reasons one by one.
Evidence for common dispute types
| Dispute type | Evidence that usually helps |
|---|---|
| Unauthorized transaction | Your statement, when you noticed the charge, details about who had access to the card, and any fraud report information |
| Item or service not received | Order confirmation, promised delivery date, tracking history, and messages to the merchant |
| Not as described or defective | Listing or contract, photographs, return request, and the merchant's response |
| Recurring charge after cancellation | Cancellation date, confirmation number, cancellation terms, and later statements |
| Duplicate or wrong amount | Receipt, invoice, authorization record, and the statement entries |
| Missing refund or credit | Merchant's refund confirmation, return tracking, and the statement showing the credit was absent |
| Hotel or airline charge | Reservation, cancellation terms, cancellation confirmation, and records of what service was or wasn't provided |
A no-show or cancellation fee disclosed before purchase may be valid even if you didn't use the reservation. The facts are different when the business charged outside its stated policy, continued billing after a documented cancellation, or failed to provide a paid service.
Deadlines that matter
| Issue | Timing to remember | What controls it |
|---|---|---|
| Written FCBA billing-error notice | Must reach the issuer within 60 days after the first statement with the error was sent | Federal law |
| Suspected unauthorized charge | Report it immediately | Federal liability rules plus issuer and network terms |
| Issuer acknowledgment | Generally within 30 days unless resolved sooner | FCBA billing-error process |
| Issuer resolution | Within two complete billing cycles and no more than 90 days | FCBA billing-error process |
| Network chargeback | Varies by network, reason, issuer, and transaction type | Network and issuer rules |
| Merchant refund | Depends on the merchant's policy and agreement | Merchant terms and applicable law |
There's one mailing detail that is easy to miss. To use the FCBA process, FTC guidance says you must have sent a change of address to the issuer in writing early enough for the issuer to have it at least 20 days before the billing period ended.
Network procedures may provide another route, but they don't have one deadline for every dispute. A commonly quoted 120-day period isn't a universal guarantee. Ask the issuer which deadline and evidence requirements apply to your specific reason for disputing the charge.
What happens after the issuer opens a review?
The issuer assigns the claim to a category, such as fraud, a billing error, or a network dispute. It may temporarily credit the account.
In a chargeback review, the merchant's payment processor can provide evidence such as:
- Proof of delivery
- A signed receipt or authorization record
- The cancellation and refund policy
- Records showing that a refund was already issued
- Messages between the buyer and merchant
The issuer then decides whether to keep the credit, remove it, or request more information. A merchant's response doesn't automatically defeat your claim, and a lack of response doesn't automatically guarantee success. The result depends on the facts, the documentation, the FCBA protections that apply, and the network rules.
If the merchant refunds you after you've opened a dispute, tell the issuer. Receiving both a refund and a chargeback credit can lead to a new account adjustment.
Special situations
Subscription charges
Cancel through the merchant's required method and save proof. If the business charges you after a valid cancellation, provide the cancellation confirmation and the later statement entries.
Replacing the card may not reliably end a subscription. Cancel with the merchant as well.
Hotels, airlines, and other travel
Read the cancellation and no-show terms before disputing the charge. Evidence is stronger when you canceled within the stated window, the provider canceled the service, the service wasn't supplied, or the business charged more than the disclosed amount.
A disclosed no-show fee isn't automatically invalid just because you didn't use the reservation.
A charge older than 60 days
Contact the issuer anyway, especially if you recently discovered possible fraud. The FCBA billing-error process may be unavailable after the deadline, but the issuer could have a network or account-specific review procedure. Explain when you discovered the problem and ask which path remains open.
Don't describe an authorized purchase as fraud because the product was disappointing. Use the most accurate reason and provide the supporting timeline.
Credit card dispute letter template
Send the letter to the issuer's billing-inquiries address. Keep a copy and proof that it arrived.
[Your name]
[Your address]
[City, State, ZIP]
[Date]
[Issuer name]
[Billing-inquiries address]
[City, State, ZIP]
Re: Billing error on account ending in [last four digits]
Dear Sir or Madam:
I am disputing a charge of [$amount] from [merchant] dated [transaction date] and shown on the statement sent on [statement date].
The charge is incorrect because [explain clearly: I did not authorize it; the item was not delivered; the amount is wrong; the charge is duplicated; the subscription was canceled; or another specific reason].
Please investigate this billing error and correct the account. I have enclosed copies of [list receipts, emails, cancellation confirmation, tracking records, or other evidence].
Please send me written confirmation of the result and any documents supporting your decision.
Sincerely,
[Signature]
[Printed name]
[Phone or email]
If the issuer denies the dispute
- Read the denial and determine whether the issuer treated the matter as an FCBA billing error, a fraud claim, or a network dispute.
- Ask for the records or explanation supporting the decision.
- Send a concise written response addressing each reason for the denial.
- Keep paying undisputed amounts while the issue is reviewed.
- If the issuer doesn't resolve the problem, submit a complaint through the Consumer Financial Protection Bureau complaint portal.
- Attach the dispute letter, delivery proof, statements, merchant communications, and denial. Mask sensitive information that isn't needed.
A CFPB complaint can bring the issue to the company's attention, but it doesn't guarantee that the charge will be reversed. Keep copies of everything you submit.
Common questions
Is calling the credit card company enough?
Not always. A call can start a fraud investigation, but written notice is the safer way to preserve the FCBA billing-error process. Include the required details and make sure the notice reaches the billing-inquiries address within 60 days.
Do I have to contact the merchant first?
For suspected fraud, contact the issuer first. For a delivery, cancellation, or refund problem, contacting the merchant can resolve the issue and create useful evidence. Don't wait for the merchant if the 60-day notice deadline is approaching.
Can I dispute a debit card charge using the FCBA?
No. The FCBA applies to credit-card billing errors. Debit cards and other payment methods have different rules, so contact the financial institution promptly and identify the payment method.
How long does a credit card dispute take?
A qualifying FCBA billing-error investigation should be acknowledged within 30 days and resolved within two complete billing cycles, with a maximum of 90 days. A temporary credit may appear sooner. Network disputes and later reviews can follow different timelines.
What if the merchant says all sales are final?
That policy may matter when you want a voluntary refund for an otherwise legitimate purchase. It doesn't make an unauthorized charge valid. For a delivery, cancellation, or description dispute, compare the policy with what the merchant actually did and provide the relevant records.
Start with the statement showing the charge. Write down the date it was sent, call the issuer, and send the written notice before the 60-day window closes.