How to dispute a charge on your Chase credit card
You can dispute a charge on a Chase credit card by contacting Chase directly through your online account, by phone, or by mail. Chase will investigate the transaction and either reverse it, adjust it, or confirm it was valid. The process typically takes 30 to 90 days, and you are not responsible for paying the disputed amount while the investigation is underway.
The fastest route is usually your Chase online account: log in, find the transaction, and select "Dispute this charge" or "Report as unauthorized." If you prefer to speak with someone, call the number on the back of your card. Chase also accepts disputes by mail if you send a written statement to the address listed on your statement.
Key Takeaways
- You can start a dispute through your Chase online account, by calling the number on your card, or by mailing a written statement to Chase.
- Chase will not charge you for the disputed amount while they investigate, and you can continue using your card normally.
- You have up to 60 days from the date the charge appeared on your statement to report it to Chase.
- Gather receipts, emails, or other proof of what happened before you contact Chase, because the bank will ask for details about the transaction.
- If Chase rules against you, you can submit additional evidence within 10 days of receiving their decision.
Disputing through your Chase online account
Log into your Chase account on the Chase website or mobile app and go to your transaction history. Find the charge you want to dispute and look for an option to report it as unauthorized or to dispute it. Click that option and answer Chase's questions about what happened — whether the charge was unauthorized, the amount was wrong, or you never received what you paid for.
Chase will ask you to describe the problem in detail. Be specific: if you were charged twice for the same purchase, say so and provide the date and amount of both charges. If the merchant charged you more than you agreed to, explain what you were told the price would be. The more detail you give at this stage, the faster Chase can move through their investigation.
After you submit your dispute online, Chase will send you a confirmation and a reference number. Save this number — you will need it if you need to follow up. Chase will also tell you the date by which they expect to finish their investigation, usually within 30 to 90 days.
Disputing by phone
Call the number on the back of your Chase credit card and tell the representative you want to dispute a charge. Have your card number, the date of the charge, the merchant name, and the amount ready. The representative will ask you to describe what happened and will document your dispute in the system.
When you dispute by phone, ask the representative for a confirmation number and the name of the person you spoke with. Ask them to confirm the date by which Chase will complete their investigation. Request that they mail you a written summary of the dispute, so you have a record beyond the phone call.
Disputing by mail
If you prefer to dispute in writing, send a letter to the address listed on your credit card statement under "Billing Inquiries" or "Disputes." Your letter should include your name, card number, the date of the charge, the merchant name, the amount, and a clear explanation of why you are disputing it.
Mail your letter certified with return receipt requested, so you have proof Chase received it. Keep a copy for your records. Chase must receive your written dispute within 60 days of the date the charge appeared on your statement. Mail disputes take longer to process than online or phone disputes — expect 60 to 90 days.
What Chase will investigate
Chase investigates three main types of disputes: unauthorized charges (you did not make the purchase), billing errors (you were charged the wrong amount or charged twice), and merchandise disputes (you paid for something but never received it or it arrived damaged).
For unauthorized charges, Chase will look at whether the transaction matches your normal spending patterns and whether your card was physically present or used online. For billing errors, they will compare the charge to your receipt or the merchant's records. For merchandise disputes, they will contact the merchant to ask whether they shipped the item and whether you signed for it.
During the investigation, the disputed amount will not count against your credit limit and you will not be required to pay it. You can continue using your card for other purchases. Chase will contact the merchant and ask them to provide proof that the charge was valid.
What happens if Chase rules in your favor
If Chase determines the charge was unauthorized, incorrect, or the merchant cannot prove it was valid, they will reverse the charge and credit your account. This credit usually appears within one to two business days. The merchant will be notified that the charge was disputed and reversed.
If the merchant disagrees with Chase's decision, they can submit additional evidence. If they do, Chase will review it and may reverse their decision. You will be notified if this happens.
What happens if Chase rules against you
If Chase determines the charge was valid, they will tell you in writing and explain their reasoning. You will have 10 days from the date you receive this notice to submit additional evidence — receipts, emails, messages from the merchant, or other proof that supports your dispute.
Send any new evidence to the address Chase provides in their decision letter. If you submit new evidence, Chase will review it and send you a final decision. If you disagree with Chase's final decision, you can file a complaint with the Consumer Financial Protection Bureau, which oversees credit card disputes.
How to prevent disputes in the future
Keep receipts for all credit card purchases, especially large ones or purchases from unfamiliar merchants. Check your statement every month and report any unrecognized charges within a few days of seeing them — the sooner you report, the faster Chase can investigate.
If you are making a purchase from a new merchant or paying for something that will be delivered later, take a screenshot of the order confirmation and the price you agreed to. If a merchant charges your card before shipping, ask them to confirm the shipping date in writing. These steps create a record you can use if a dispute becomes necessary.
Frequently Asked Questions
How long do I have to dispute a charge?
You have up to 60 days from the date the charge appeared on your statement to report it to Chase. After 60 days, Chase will not open a dispute. If you notice a charge late, contact Chase as soon as you can — they may still investigate if you have a strong reason for the delay.
Will disputing a charge hurt my credit score?
No. Disputing a charge does not affect your credit score. Your credit report only reflects whether you pay your bills on time and how much debt you carry. A dispute is a transaction between you and Chase and does not appear on your credit report.
Can I dispute a charge if I authorized the purchase but changed my mind?
No. Disputes are for unauthorized charges, billing errors, or merchandise you never received. If you bought something intentionally and changed your mind, that is a return or refund issue between you and the merchant, not a dispute with Chase. Contact the merchant directly to ask about their return policy.
What if the merchant is out of business?
You can still dispute the charge with Chase. If the merchant is no longer in business, they cannot respond to Chase's investigation, which usually means Chase will rule in your favor and reverse the charge. Report the dispute as soon as you realize the merchant is closed.
Do I have to pay the disputed amount while Chase investigates?
No. While Chase investigates, the disputed amount does not count against your available credit and you are not required to pay it. You only have to pay the undisputed portion of your bill. If Chase later rules that the charge was valid, you will owe the amount plus any interest that accrued during the investigation period.