How Chase handles disputed charges
When you spot a charge on your Chase credit card that you didn't make or don't recognize, you can report it to Chase and ask them to investigate. Chase calls this process a dispute or chargeback. You don't have to pay the disputed amount while Chase looks into it, and Chase will either reverse the charge, ask you for more information, or tell you why the charge is valid.
The process is free. Chase has a legal obligation under the Fair Credit Billing Act to investigate disputes on credit cards within a set timeframe, and they do this whether you're a new cardholder or have been with them for years.
Key Takeaways
- You have 60 days from the date the charge appeared on your statement to report it to Chase, either by phone, through your online account, or by mail.
- Chase will investigate and typically respond within 30 to 90 days, and you won't owe the disputed amount during that time.
- You'll need to describe what happened with the charge — whether it was unauthorized, the merchant didn't deliver what you paid for, or the amount was wrong.
- Keep records of everything: your original statement, any emails from the merchant, shipping confirmations, and notes on when you called Chase.
- If Chase rules against you, you can ask them to reconsider if you have new evidence, but the merchant also has the right to defend the charge.
The 60-day window and how to start a dispute
You must report a disputed charge within 60 days of the date it appears on your statement. This important date is firm — Chase cannot investigate a dispute filed after that window closes. The 60 days starts from the statement date, not the date you received your statement in the mail or online.
You can start a dispute three ways: call Chase at the number on the back of your card, file it through your Chase online account or mobile app, or send a written dispute letter to Chase's billing inquiry address (which you can find on your statement or by calling). The fastest route is usually the phone or app, because you get confirmation when ready and can ask questions. If you use mail, send it certified with return receipt so you have proof Chase received it.
When you report the dispute, have your statement ready and be specific: tell Chase the date of the charge, the merchant name, the amount, and exactly what went wrong. "I didn't make this purchase" is a start, but "I never received the item I ordered on [date] from [merchant]" or "This charge is for $50 but I was only charged $30 in the store" gives Chase what they need to investigate.
What happens after you file a dispute
Once you report the charge, Chase will assign it a case number and send you a written confirmation. You won't owe the disputed amount while the investigation is open — Chase will remove it from your balance or credit it back, depending on how far along your billing cycle is. This protection applies whether the charge turns out to be valid or not; you get the benefit of the doubt during the investigation.
Chase then contacts the merchant and asks them to prove the charge was legitimate. The merchant has to show evidence: a signed receipt, a delivery confirmation, proof you received the item, or documentation that you authorized the charge. This back-and-forth usually takes 30 to 90 days. Chase will update you by mail or through your account as the investigation moves forward.
During this time, the merchant cannot try to collect the disputed amount from you, and they cannot report it to a collection agency. If the merchant tries to do either, that's a separate violation you can report to Chase.
Disputes for unauthorized charges versus billing errors
Chase treats two types of disputes differently. An unauthorized charge is one you didn't make and didn't allow — someone used your card number without permission, or a fraudster opened an account in your name. A billing error is a charge you did authorize but something went wrong: the merchant charged you twice, charged you the wrong amount, charged you for something you returned, or never delivered what you paid for.
For unauthorized charges, Chase's fraud team may also open a separate investigation and may issue you a new card number when ready. For billing errors, the investigation focuses on whether the merchant can prove the charge was correct. In both cases, you don't owe the amount while Chase investigates, but the evidence the merchant needs to provide is different.
If you authorized the charge but the merchant's service was poor — the haircut was bad, the restaurant was dirty, the plumber did sloppy work — that's usually not a dispute Chase will overturn. Disputes are for charges that didn't happen, were fraudulent, or were processed incorrectly, not for complaints about the quality of what you received.
What to do if Chase rules against you
If Chase concludes the charge was valid and the merchant can prove it, they'll tell you in writing and put the amount back on your account. You can ask Chase to reconsider if you have new evidence — a receipt showing a different amount, a tracking number proving the item never arrived, or an email from the merchant admitting the error. Send this new evidence to Chase within 10 days of their decision, and they'll reopen the case.
If Chase still rules against you after reviewing new evidence, that's usually the end of the dispute process. The merchant also has rights: they can dispute Chase's decision if they believe the chargeback was unfair, and Chase will review their side again. This rarely changes the outcome, but it can happen.
If you believe Chase made an error in their investigation, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB doesn't overturn Chase's decision, but they investigate whether Chase followed the law, and a pattern of complaints can trigger a formal review.
How to protect yourself and avoid disputes
Keep your receipts and compare them to your statement each month — this catches errors early, before the 60-day window closes. For online purchases, save confirmation emails and tracking numbers. If a merchant says they'll refund you, get that in writing and wait to see the credit appear before you consider the matter closed.
If you notice a charge you don't recognize but think it might be legitimate — a subscription you forgot about, a charge from a business under a different name, a charge from a trip you took — call the merchant first before filing a dispute with Chase. Many disputes are resolved in minutes once you talk to the merchant directly. If the merchant won't help or you can't reach them, then file the dispute.
For recurring charges like subscriptions or memberships, cancel them directly with the merchant rather than just disputing the charge. A dispute doesn't cancel the subscription, so the merchant may charge you again next month.
Frequently Asked Questions
What if I don't recognize the merchant name on my statement?
Many merchants process charges under a parent company name or a shortened version of their name. Before filing a dispute, search the charge amount and date online, or call your bank and ask what merchant it is. If you still can't identify it after searching, then file a dispute — Chase will contact the merchant and they'll have to identify themselves.
Can I dispute a charge if I used my debit card instead of a credit card?
Chase debit cards have different protections than credit cards. You have the same 60-day window to report, but the investigation process and your liability are different. Call the number on the back of your debit card and ask about their dispute process, or visit your local Chase branch.
How long does it take to get my money back?
Chase removes the disputed amount from your balance when ready, so you won't owe it. The investigation takes 30 to 90 days. Once Chase rules in your favor, the credit is permanent. If they rule against you, the charge goes back on your account and you'll owe it.
What if the merchant goes out of business before Chase investigates?
Chase will still investigate, but if the merchant is gone, they can't respond to Chase's request for proof. In most cases, Chase will rule in your favor because the merchant can't defend the charge. The credit becomes permanent.
Can I dispute a charge more than once?
You can file one dispute per charge. If Chase investigates and rules against you, you can ask them to reconsider with new evidence, but you can't file a second separate dispute for the same charge. If you have new evidence, include it in your reconsideration request.