Find the statement date first. For a U.S. consumer credit card, contact the card issuer as soon as you spot the charge. If you want the Fair Credit Billing Act's billing-error protections, make sure written notice reaches the issuer within 60 days after the statement with the error was sent to you. Include the transaction details, explain the problem, and keep paying the undisputed part of the bill.

The issuer, not you, usually submits the chargeback through the card network. You don't file a consumer chargeback directly with Visa or Mastercard.

These steps cover U.S. consumer credit cards. Debit cards, prepaid cards, bank transfers, business accounts, and cards issued outside the United States can follow different rules.

Quick checklist

  1. Secure the account if the charge may be fraudulent. Lock the card in the issuer's app or call the number on the back of the card.
  2. Check the transaction details. Confirm the merchant name, date, amount, and whether the charge is posted or still pending.
  3. Contact the merchant when it's appropriate. This can help with delivery, quality, or refund problems, but don't wait if the federal deadline is near.
  4. Open a dispute with the issuer through its app, website, or phone line.
  5. Send a written billing-error notice to the issuer's billing-inquiries address if you want to use the FCBA process.
  6. Attach focused evidence that matches the reason for the dispute.
  7. Pay all undisputed amounts and record the confirmation number.
  8. Review the written decision and appeal promptly if the issuer denies the claim.

What a credit card chargeback is, and what it is not

A refund comes directly from the merchant. A chargeback starts with the card issuer, which reviews the claim and may reverse the transaction through the card network. A temporary credit, if one is issued, isn't necessarily the final decision.

The FCBA gives consumers a federal process for certain credit card billing errors. It's separate from Visa and Mastercard procedures, issuer policies, merchant refund policies, and card benefits such as purchase protection.

A merchant dispute doesn't guarantee a chargeback. The issuer may ask the merchant for records such as an authorization record, delivery confirmation, refund information, or communications with you.

Charges that may qualify

Common dispute reasons include:

Not every reason fits neatly into the FCBA's formal billing-error process. The FCBA and Regulation Z cover unauthorized charges, wrong amounts, missing credits, calculation errors, identification problems, and certain address-notice issues. Non-delivery and product-quality claims may also be handled under issuer or card-network rules, but a quality complaint by itself isn't automatically a billing error.

Give the issuer the actual facts instead of labeling an authorized purchase as fraud. A charge made by an authorized user may not qualify as unauthorized use, even if you later disagree with it.

If the transaction was made with a debit card, contact the bank or credit union instead. Debit-card disputes generally follow different federal rules and deadlines.

The deadline that matters most

For the FCBA's formal billing-error process, written notice must reach the issuer within 60 days after the first statement containing the error was sent to you. The date you discover the problem isn't always the date that controls the deadline.

Send the letter to the issuer's billing-inquiries address shown on the statement. That address may be different from the address used for payments. Sending it to the wrong department can delay processing and make it harder to show that you met the deadline.

If you've moved, the issuer generally must have received written notice of your new address at least 20 days before the end of the relevant billing cycle for the statutory billing-error procedure to apply.

Report suspected fraud immediately rather than waiting for the next statement. Federal law generally limits liability for unauthorized credit card use to $50, and an issuer or network may provide stronger zero-liability protection under its own policy. Those protections can depend on prompt reporting and the facts of the transaction.

A network or issuer may accept a dispute after 60 days, but that doesn't guarantee the FCBA protections will apply. Ask the issuer about any separate deadline instead of relying on a generic online chart.

The Federal Trade Commission's credit card guidance explains the federal written-notice process and its timing.

How to file the dispute step by step

1. Identify the transaction

Compare the charge with receipts, order history, subscriptions, and statements. Merchant descriptors can differ from the business name you recognize. Check whether the transaction is:

Many issuers won't open a formal dispute until a transaction posts. You can still report suspected fraud immediately and ask how the issuer wants you to proceed.

2. Secure the account if fraud is possible

Use the issuer's app or call the number printed on the card. Ask whether the card should be locked, replaced, or removed from digital wallets. Review recent transactions for other charges, and change your account password if your online account may have been accessed.

Don't wait for a police report before notifying the issuer. The issuer may request one, but it isn't automatically required for every fraud claim. Save the date, time, and confirmation number for your report.

The FTC also recommends promptly reporting lost or stolen cards and unrecognized charges in its guidance on lost or stolen credit cards.

3. Decide whether to contact the merchant

For non-delivery, damaged goods, a wrong item, or a promised refund that never appeared, contact the merchant through a channel you can document. Ask for a refund or correction and save:

Contacting the merchant first can resolve a straightforward problem faster. It isn't a reason to miss the issuer's 60-day written-notice deadline. For suspected fraud, contact the issuer first, and don't provide additional account information to a suspicious seller.

If the merchant confirms a refund after you've opened a dispute, tell the issuer. Don't seek recovery twice for the same charge.

4. Open the case with the issuer

Use the issuer's secure website, mobile app, or customer-service number. Select the most accurate reason, such as:

Ask for a case or confirmation number and the deadline for sending documents. A phone call or online form may open the issuer's internal case, but don't assume it replaces written notice under the FCBA. For the formal federal process, send a letter to the billing-inquiries address unless the issuer clearly confirms that its secure written dispute process satisfies the requirement.

5. Send a written notice

Your letter should identify the account and transaction, explain why you believe there is an error, and list your supporting documents. Send it early enough to arrive by the deadline. Certified mail or another trackable delivery method can help you keep proof, although the law doesn't require a particular mailing service.

Keep a copy of the letter, attachments, delivery record, and every response.

6. Pay the undisputed balance

After a qualifying written notice, you generally don't have to pay the amount in dispute or related finance charges while the issuer investigates. Continue paying all other amounts by the due date.

Don't simply stop paying the entire bill or reduce the payment without checking the issuer's instructions. Failure to pay undisputed charges can create late fees or credit-reporting problems even while the disputed item is under review.

7. Track the investigation

Under the federal process, the issuer generally must acknowledge a written dispute in writing within 30 days unless it has already resolved the issue. It must resolve the matter within two complete billing cycles, and no later than 90 days after receiving the notice.

The issuer may provide a temporary credit while it investigates, but the FCBA doesn't promise a particular provisional-credit date. If that credit is later reversed, check the updated balance and due date immediately.

8. Review the decision

If the issuer agrees that an error occurred, check a later statement to confirm the correction and any related charges. If it finds no error, it should provide a written explanation. Ask for the documents supporting the decision if you need to evaluate or challenge it.

Evidence that matches the dispute reason

More documents aren't always better. Send clear records that answer the issuer's question.

Dispute reason Useful evidence
Unauthorized charge Statement, fraud report date, card-lock or replacement record, account alerts, and a statement that you didn't authorize the transaction
Goods or services not received Order confirmation, promised delivery date, tracking history, cancellation request, and merchant messages
Wrong amount or duplicate charge Receipt, invoice, order history, statement, and proof of the amount actually agreed
Damaged or incorrect goods Photos, product listing, return request, return tracking, and the merchant's response
Refund or credit missing Merchant's written refund confirmation, refund reference, return record, and statements showing the credit didn't post
Payment not credited Payment confirmation, bank record, date submitted, amount, and statement

Use screenshots that show dates, order numbers, and enough of the page to identify the merchant. Redact unrelated account numbers and other sensitive information unless the issuer needs them.

Credit card dispute letter template

Use the issuer's own form if it provides one. If you mail a letter, address it to the billing-inquiries department shown on your statement.

[Your full name]
[Your mailing address]
[Date]

[Card issuer]
Billing inquiries
[Address shown on your statement]

Re: Billing error on account [account number or identifier requested by issuer]

Dear Billing Inquiries Department:

I am writing to dispute a billing error under the Fair Credit Billing Act.

The statement sent on [statement date] lists this transaction:

Merchant: [merchant name as shown on statement]
Transaction date: [date]
Amount: $[amount]

Reason for dispute: [unauthorized transaction, incorrect amount, duplicate charge, goods or services not delivered as agreed, missing credit, or another accurate description]

Explanation:
[Briefly describe what happened, including your contact with the merchant if relevant.]

I have enclosed copies of the following documents:
[List the evidence.]

Please investigate this matter and correct the account if an error occurred. If you determine that no error occurred, please send me a written explanation and the documentary evidence supporting that decision.

I will continue paying the undisputed portion of my account.

Sincerely,

[Signature]
[Printed name]
[Phone or secure contact information]

Don't send passwords, one-time verification codes, or more personal information than the issuer requests. Keep the original documents for your records.

Visa and Mastercard rules versus federal law

Visa and Mastercard operate dispute systems with their own categories, evidence requirements, and processing deadlines. Those network rules aren't a single consumer-facing deadline, and they don't replace the FCBA's 60-day written-notice rule for covered billing errors.

The issuer decides how to classify the claim and whether to submit it through the network. A network reason code also doesn't automatically decide who wins. The result can depend on the transaction type, the merchant's records, the evidence you provide, and whether you followed the issuer's process.

Be cautious with generic charts that assign one deadline to every Visa or Mastercard dispute or promise automatic approval. Ask your issuer which rule and deadline apply to your transaction, then file as soon as possible.

Don't rely on a universal success rate. Fraud, duplicate billing, non-delivery, and product-quality claims involve different facts. Strong evidence and a timely, accurate explanation are more useful than a published percentage.

Chargeback or merchant refund?

Option How it works Usually useful when
Merchant refund You ask the seller to return the money directly The merchant admits an error or is willing to resolve the problem
Issuer dispute or chargeback The issuer investigates and may reverse the transaction through the network The charge is unauthorized, the merchant won't cooperate, or goods or services weren't delivered as agreed

Try the merchant first for an ordinary delivery or service problem if doing so is safe. For fraud, notify the issuer immediately. If a merchant refund posts, tell the issuer so the account isn't credited twice.

A chargeback also doesn't necessarily cancel a subscription. Cancel the recurring service separately, save the cancellation confirmation, and dispute later charges that were made after cancellation or without authorization.

If the issuer denies the dispute

A denial isn't necessarily the end. Take these steps:

  1. Read the reason for denial. Determine whether the issuer says the claim was late, authorized, unsupported, already refunded, or outside the applicable dispute category.
  2. Request the supporting records. Ask for the merchant's evidence, the issuer's explanation, and any available network reason code.
  3. Build a short timeline. List the purchase, delivery or cancellation dates, merchant contacts, issuer reports, and documents in chronological order.
  4. Submit an appeal or reconsideration request promptly. Follow the deadline and submission method in the denial notice. There is no single appeal period for every issuer.
  5. Address the actual reason for denial. A new receipt won't resolve a denial based on late notice, and a fraud affidavit won't prove non-delivery. Send evidence that directly answers the stated problem.
  6. Keep paying undisputed amounts. Ask the issuer how to handle any balance that becomes due while the appeal is pending.
  7. Escalate a process problem. If the issuer appears not to have acknowledged or resolved a qualifying written dispute as required, or hasn't explained its decision, consider filing a complaint with the Consumer Financial Protection Bureau and attach your records. A regulatory complaint doesn't guarantee that the charge will be reversed.

For a large amount or a dispute involving a contract, identity theft, or possible legal claims, consider obtaining advice from a qualified consumer-law professional.

Common questions

Can I dispute a credit card charge after 60 days?

Contact the issuer anyway, especially for suspected fraud. The issuer or card network may offer another review process, but you shouldn't assume that a late claim receives the FCBA's protections. Explain why the charge was discovered late and ask which options remain.

Do I have to contact the merchant before filing?

Not always. It's often sensible for delivery, quality, and refund issues, but it shouldn't delay notice to the issuer. Report fraud to the issuer immediately.

Can I file by phone?

A phone call can stop further fraud and open an issuer case. For the FCBA's formal billing-error procedure, send written notice to the billing-inquiries address or confirm that the issuer's secure written process meets the requirement.

Will I get a temporary credit?

Possibly, depending on the issuer and dispute type. Temporary credit isn't a guaranteed approval and may be reversed if the issuer rejects the claim.

How long does a credit card dispute take?

For a qualifying written FCBA dispute, the issuer generally must acknowledge it within 30 days and resolve it within two complete billing cycles, no later than 90 days. Other issuer or network workflows can have different practical timelines.

What if the charge was made with a debit card?

Don't use the credit card chargeback process as a substitute. Report the transaction to the bank or credit union promptly and ask about the applicable debit-card dispute procedure.

Sources

If the 60-day window is close, don't wait for a merchant reply. Send the written billing-error notice to the billing-inquiries address today, keep proof of delivery, and continue paying the undisputed balance.