If a U.S. credit-card charge looks wrong, don't label everything fraud. The fastest fix depends on whether the transaction was unauthorized, the bill itself was wrong, or the merchant failed to deliver what was promised. The Fair Credit Billing Act covers billing errors, but it doesn't turn every merchant disagreement into one.
For a billing error, the key deadline is tied to the statement, not the purchase. The issuer must receive your written notice within 60 days after it sent the first periodic statement that contained the error.
Pick the right route
| Situation | First move | Watch for |
|---|---|---|
| Unauthorized charge | Contact the issuer immediately and secure the card | Liability can depend on whether the physical card was lost and how quickly you report it |
| Duplicate charge, wrong amount, or missing credit | Send a written billing-error notice | The 60-day period runs from the statement showing the error |
| Goods not delivered or not accepted as agreed | Ask the merchant for a correction, then involve the issuer if needed | Keep the order details, promised delivery date, tracking, and messages |
| Subscription charge after cancellation | Save the cancellation proof | An already-posted charge and future charges may need separate handling |
| Pending authorization or hold | Ask whether it will post | A pending transaction can fall away without becoming final |
An unfamiliar name may be a parent company, payment processor, digital wallet, hotel, restaurant, or subscription. Check purchases made by authorized users before assuming fraud.
FCBA deadlines
| Event | General FCBA timing |
|---|---|
| Written notice reaches issuer | Within 60 days after the first statement with the error was sent |
| Issuer acknowledges complaint | Within 30 days, unless the issue is already resolved |
| Investigation ends | Within two complete billing cycles, and no more than 90 days after the issuer gets your notice |
Send the notice to the address the issuer identifies for billing inquiries. It may not be the payment address, and it is often printed on the back of the statement. Keep proof the notice arrived.
If you moved and never got the statement, the address condition matters. Generally, your written address change needed to reach the issuer at least 20 days before the billing period ended.
If 60 days have passed, contact the issuer anyway. It may accept a late dispute under its own policy or a card-network process, but don't assume a network window preserves your FCBA rights. You'll need the issuer to tell you which route remains.
Work through the dispute
1. Secure the account and pin down the transaction
If fraud is possible, use the number on the back of the card or the issuer's official app. Don't use a phone number from a suspicious text or email. Ask whether the card should be blocked or replaced.
Write down the merchant name, transaction date, amount, statement date, whether the charge is pending or posted, the exact amount you dispute, and the reason. For a partial dispute, identify only the contested amount.
2. Contact the merchant when it's a purchase problem
A merchant can often fix a duplicate charge, cancel an order, or refund a missed delivery faster than an issuer investigation. Ask in writing so you have a record.
I am asking for a correction or refund of $[amount] charged on [date]. The issue is [duplicate charge, non-delivery, canceled order, wrong item, or other specific reason]. Please confirm the correction in writing.
If you suspect fraud, don't wait for the merchant. Report it to the issuer immediately. If the merchant later refunds you, tell the issuer so the same amount isn't recovered twice.
3. Build a small evidence file
A clear timeline usually beats a large pile of unrelated papers. Submit copies, not originals.
Useful items may include:
- Statement page showing the charge
- Receipt, invoice, or order confirmation
- Product description and promised delivery date
- Shipping records and tracking
- Photos or videos of the item, when relevant
- Emails, chat messages, and call notes
- Cancellation confirmation and subscription terms
- Proof of return
- Police or identity-theft report, if one exists
- Merchant's refund denial or failure to respond
Mask information you don't need to share, and don't send a full card number through ordinary email. Keep a copy of everything you submit.
4. Open the dispute with the issuer
Call or use the issuer's secure app or website. Explain the problem accurately and ask what documents and submission method are required.
I want to dispute a posted charge of $[amount] from [merchant] on [date]. The reason is [unauthorized charge, duplicate charge, incorrect amount, non-delivery, or other specific reason]. What documents and submission method do you require?
Don't describe an authorized purchase as fraud because the merchant refused a refund. The issuer may assign a different category, and an inaccurate label can weaken the case.
An online or phone report may open a case, but it doesn't automatically replace the FCBA's written notice. If you're asserting a billing error, send the written notice to the billing-inquiries address before the deadline.
5. Put the billing-error notice in writing
The notice should identify the account, transaction, amount, and reason. Ask for investigation and correction. Keep a copy and proof of delivery.
A short version can look like this:
[Your name and mailing address] [Date] Re: Account ending in [last four digits] I dispute a charge of $[amount] from [merchant] dated [date]. The charge is incorrect because [specific reason]. I request investigation and correction under the Fair Credit Billing Act and written confirmation of the result. Enclosed are copies of [statement page, receipt, tracking record, cancellation proof, correspondence, or other evidence]. Sincerely, [your name and contact information].
Use the account information the issuer asks for in a mailed letter, but avoid sensitive details in an unsecured message. If the issuer gives you a dispute form, complete it as well when appropriate.
6. Pay what isn't disputed
Under the FCBA written-dispute process, you generally don't have to pay the disputed amount or related finance charges while the investigation is pending. You still must pay undisputed charges and other amounts due.
If automatic payments are on, ask the issuer how it will handle the disputed amount. Don't stop paying the entire statement without checking the math. A temporary credit may be reversed later, so track it.
The issuer can't take legal or other collection action on the disputed amount while it investigates, and it can't close your account solely because you filed a billing-error notice.
7. Track the case and challenge a denial
Record the date the issuer received your notice, the case number, documents submitted, any temporary credit, and each response. If the issuer doesn't acknowledge a written complaint within 30 days, follow up with your delivery proof.
If the dispute is denied:
- Ask for the written reason and the records relied on.
- Compare the decision with your timeline, delivery proof, cancellation record, and authorization facts.
- Send a focused appeal that answers the reason for denial.
- Include delivery proof if the issuer mishandled a timely notice.
- Submit a complaint to the Consumer Financial Protection Bureau if the issuer won't address a clear error. A complaint can request a response, but it doesn't guarantee a reversal.
- For a large claim, review the card agreement and local court rules before considering court.
If the merchant refunds you after a denial, check that the credit appears on the statement and notify the issuer.
Unauthorized charges and federal liability
Report unauthorized use as soon as you notice it. Review recent statements for other transactions, and ask the issuer whether the card should be replaced.
Federal credit-card rules generally provide:
- If you report a lost or stolen physical card before it is used, you generally have no liability.
- If the physical card is used before you report the loss, liability is generally limited to $50.
- If only the account number was stolen and the physical card wasn't lost, you generally have no liability.
Your card agreement may provide broader zero-liability terms. Follow the issuer's reporting instructions even if you expect to owe nothing. The FTC's guidance on lost or stolen credit, ATM, and debit cards explains why prompt reporting matters.
Answer the issuer's questions accurately. A police or identity-theft report can help some cases, but it isn't automatically required for every credit-card fraud report.
Card-network chargebacks
You normally don't file a chargeback directly with Visa or Mastercard. You report the transaction to the issuer, and the issuer decides whether to submit it through a network dispute process. American Express may act as both network and issuer for some cards. For a bank-issued card with an American Express logo, follow the bank's instructions.
Network rules vary by network, dispute reason, transaction type, posting date, merchant evidence, and any earlier issuer deadline. There isn't a single universal 120-day deadline, merchant response period, or resolution time for every Visa, Mastercard, or Amex dispute. The FCBA's 60-day written-notice rule is a federal billing-error deadline, and a network's operational window doesn't automatically extend it.
Keep these terms separate:
- Refund: the merchant voluntarily reverses the payment.
- Chargeback: the issuer and network review the transaction under applicable rules.
- Temporary credit: the issuer credits the account during review, but the credit can be reversed.
Ask the issuer which dispute category applies and what deadline controls your case.
What the FCBA doesn't guarantee
The FCBA isn't a general return policy. It doesn't force a merchant to refund an item just because you changed your mind, and a quality complaint doesn't automatically become a billing error.
A card issuer's app, a merchant return policy, and a network chargeback rule are separate from the federal FCBA procedure. A network may have a category that helps even when the FCBA doesn't apply, but the issuer decides whether the claim qualifies.
Credit-card disputes also differ from debit-card, ATM, prepaid-card, bank-transfer, and payment-app disputes. Those may fall under different laws, contracts, and deadlines. Don't assume a credit-card deadline applies to money taken directly from a bank account.
Short answers to common sticking points
Can I dispute without contacting the merchant? Yes, especially when you don't recognize the charge. Report suspected fraud to the issuer immediately. For delivery, cancellation, or product issues, merchant contact can create useful evidence and may produce a faster refund, but don't let it delay a needed FCBA notice.
Is the 60-day deadline from the purchase date? Usually no. For an FCBA billing-error notice, the key date is when the issuer sent the first statement showing the error.
Do I have to pay a charge while it's disputed? Under the proper FCBA process, generally not for the disputed amount or related finance charges during the investigation. Keep paying undisputed amounts.
How long does it take? A formal FCBA investigation generally must end within two complete billing cycles and no more than 90 days after the issuer receives your notice. Issuer and network procedures can differ, so ask for your case deadline.
What if I'm past 60 days? Ask the issuer. Another process may remain, but you shouldn't assume the FCBA protections remain intact.
Start with the exact transaction, secure the account if fraud is possible, and mark the statement date that begins the 60-day period. For the federal dispute process, see the FTC's guidance on using credit cards and disputing charges. Send the billing-inquiries letter early enough for the issuer to receive it before the deadline.