If a U.S. credit card charge is wrong, unauthorized, or tied to goods you never received, write to the card issuer. For a qualifying billing error, your letter generally needs to reach the issuer within 60 days after the first statement showing the error was sent to you.
A phone call can help open a case, but it isn't the safest stopping point. Written notice gives you a record and starts the formal process described by the Federal Trade Commission's credit card guidance. A chargeback isn't a guaranteed refund, and the merchant's response is only one part of the issuer's review.
First, identify the kind of problem
People use "dispute," "chargeback," and "refund" as if they mean the same thing. They don't.
| Problem | Contact first | Records to keep |
|---|---|---|
| Credit card billing error | Card issuer in writing | Statement, receipt, and explanation |
| Ordinary return or refund request | Seller | Return policy, messages, and refund confirmation |
| Unrecognized credit card transaction | Card issuer immediately | Statement, fraud alerts, and account records |
| Debit, prepaid, ACH, wire, or payment-app transaction | Payment provider quickly | Confirmation, dates, and communications |
The 60-day process discussed here applies to U.S. credit card billing errors. It doesn't automatically cover debit cards, prepaid cards, ACH transfers, wire payments, or payment apps. Those payment rails can have different procedures and deadlines.
A chargeback is generally the issuer's process for reversing a card transaction through the payment network. Network rules and issuer procedures may affect the outcome, but you don't need to learn Visa or Mastercard reason codes before reporting a problem.
Which credit card charges can you dispute?
Common billing-error examples include:
- A charge for goods or services you never received.
- A transaction you did not authorize.
- The wrong amount or a duplicate charge.
- A payment or credit that was not properly applied to your account.
The FTC's guidance on goods you never received or did not order covers several of these situations.
Not every disappointing purchase qualifies. A simple change of mind may belong under the seller's return policy instead. A quality complaint may also require a different approach, especially if the seller delivered what the order promised.
Describe the actual problem. Say what was ordered, what happened, and what the seller did afterward. Avoid broad claims that your evidence cannot support.
The 60-day clock starts with the statement
Count from the date the first statement showing the error was sent to you. It is not necessarily the purchase date or the day you noticed the charge.
Your written dispute must reach the issuer within 60 days. That deadline is easy to miss.
Send the letter to the billing-inquiries address shown on your statement. It may be different from the address used for payments. If your issuer accepts online disputes, save the confirmation, but follow the issuer's instructions for preserving formal billing-error rights.
If you moved, send your change of address to the issuer in writing. The FTC says the issuer must have received it at least 20 days before the billing period ended for this billing-error process to apply.
A delayed shipment can create confusion. Some issuers may extend the 60-day period when delivery is delayed, but ask the issuer rather than relying on an assumption.
A practical dispute workflow
- Review the statement. Confirm the merchant name, amount, and date. Mark the date the statement was sent.
- Contact the seller when appropriate. Ask for the missing product, correction, or refund. For an unrecognized charge, contact the issuer immediately instead.
- Call the card issuer. Ask how it wants the dispute submitted and note the representative's name or case number.
- Send written notice. Explain the error clearly and include copies of useful records.
- Pay the undisputed balance. Do not stop paying the rest of your statement while the investigation is open.
- Watch for follow-up. Answer questions promptly and keep every letter, email, and confirmation.
Calling is useful. It does not replace the letter.
Build a focused evidence packet
Your evidence should answer one question: why is this particular charge wrong?
| Record | What it can show |
|---|---|
| Statement page | The merchant descriptor, amount, and billing date |
| Receipt or order confirmation | What you bought and the agreed price |
| Shipping or service records | Promised delivery, tracking, appointment, or completion details |
| Seller communications | Your request, the seller's response, and any promises |
| Cancellation or refund proof | When you canceled or were told a refund was coming |
| Photos or supporting documents | The condition, quantity, or identity of goods when relevant |
Write a short timeline before sending anything. Include the order date, promised delivery date, contact dates, and the amount in dispute.
Keep the packet tidy, not huge. A clear statement and three relevant messages usually help more than a folder full of unrelated screenshots. Send copies, not originals, and redact unnecessary account numbers, passwords, and private information.
A dispute letter you can adapt
The FTC provides a sample letter, but your explanation should fit the actual transaction. Use plain facts.
I am writing to dispute a billing error on my credit card account.
Card account: ending in [last four digits]
Merchant: [merchant name]
Transaction date: [date]
Amount: $[amount]The problem is: [explain what happened, such as goods not received, unauthorized charge, wrong amount, duplicate charge, or missing credit].
I contacted the merchant on [date]. The response was [brief description].
Please investigate this charge and correct my account if the investigation confirms the error. I have enclosed copies of [statement, receipt, tracking record, messages, cancellation notice, or other evidence].
Please confirm receipt of this dispute in writing.
Do not include your full card number. Describe facts instead of repeating a reason-code label. "The seller confirmed a refund on May 4, but no credit appeared" is more useful than "This is an invalid charge."
What happens after the issuer receives the dispute?
For a qualifying written billing-error notice, the issuer must acknowledge the complaint in writing within 30 days unless it has already resolved the problem. It must resolve the dispute within two billing cycles, and no later than 90 days after receiving your letter.
| Stage | What you should do |
|---|---|
| Acknowledgment | Save the notice and any assigned case number |
| Investigation | Provide requested records and keep paying the undisputed balance |
| Decision | Read the explanation and check whether the account was corrected |
| Further response | Ask what deadline and documents apply if you disagree |
During the investigation, you generally don't have to pay the disputed amount or related finance and other charges. You still need to pay the rest of the bill on time.
Keep checking your statements. A written decision matters more than a brief phone promise.
When the merchant pushes back
A merchant may provide tracking, delivery records, order details, or its refund policy. Those materials can influence the issuer's review, but they don't automatically settle the matter.
If the issuer says the merchant claims delivery, compare the delivery details with your actual address and dates. If the seller promised a refund, send the confirmation and identify the date it was promised. If you placed the order yourself, don't describe it as unauthorized simply because you regret the purchase.
Thing is, accuracy beats drama. The issuer needs a clean explanation it can check against the records.
If the issuer denies the dispute
Read the decision carefully. Look for the stated reason, the evidence considered, and any deadline for sending additional information.
Then respond to the specific gap. If the issuer overlooked a cancellation email, attach it and identify the relevant date. If the merchant's delivery record is wrong, explain why with the order address or seller correspondence. Ask the issuer to confirm how to submit a reconsideration or additional evidence.
If the issuer appears not to follow the required process, complain to the issuer first and keep a written timeline. If the issuer is an FDIC-supervised bank, review the FDIC consumer complaint process. The FDIC asks consumers to provide a detailed description with names, dates, and transaction amounts, and its Consumer Response Unit generally responds within 14 days.
An outside complaint does not guarantee that the charge will be removed. It creates another review route when the bank's handling, rather than just the outcome, is the concern.
When a chargeback is not the right first move
Use the seller's return or refund process for an ordinary return. Save the policy and all promises made about the refund.
If the seller never provides goods you paid for, charges the wrong amount, or fails to apply an agreed credit, tell the issuer exactly what happened and ask which dispute category fits. Don't wait for a seller conversation to consume the 60-day period.
These steps are for U.S. credit card billing errors. Debit, prepaid, ACH, wire, and payment-app disputes need prompt contact with the provider that handled the payment.
Official references
The FTC guide to using credit cards and disputing charges explains the written notice, 60-day deadline, acknowledgment, and investigation timeline. The FTC guide for goods you never received or did not order covers related billing-error situations.
Find the first statement showing the charge, write down when it was sent, and start the dispute letter today.