Call Chase's Dispute Line at 1-800-935-9935
The main number to report a fraudulent or incorrect charge on a Chase credit card is 1-800-935-9935. This line is staffed during business hours, and you can reach a representative who handles disputes. Have your card number, the transaction in question, and the amount ready when you call.
Chase also accepts disputes through your online account or mobile app. Log in, find the transaction you want to challenge, and select the option to dispute it. The online method creates a written record and may be faster than waiting on hold, though you can still call if you prefer to speak with someone directly.
If you are calling from outside the United States, the number changes by country. Check the back of your card or your account statement for the international dispute number.
Key Takeaways
- Call 1-800-935-9935 to report a disputed charge to Chase by phone during business hours.
- You can also file a dispute online through your Chase account or mobile app without calling.
- Have your card number, the transaction date, and the amount ready before you call.
- Chase will investigate and typically respond within 30 to 60 days, though they may issue a temporary credit sooner.
- Keep records of all communications and documentation you send to Chase during the dispute process.
What Counts as a Dispute
A dispute covers several situations: a charge you did not make (fraud), a charge that went through twice, a charge for an amount different from what you agreed to, or a charge for something you never received or that arrived damaged. You can also dispute a charge if a merchant promised a refund and did not process it.
You cannot dispute a charge straightforward because you changed your mind about a purchase or because you are unhappy with the quality of something you received. Those situations require you to contact the merchant directly and request a refund or return.
Information You Will Need
Before calling or filing online, gather the following details: your Chase card number, the date of the transaction, the merchant name, the amount charged, and a brief description of why you are disputing it. If the charge is fraudulent, note the date you first noticed it and whether you reported it to anyone else.
If the dispute involves a service or product you did not receive, have any order confirmation numbers, receipts, or emails from the merchant. If you already contacted the merchant about the issue, write down the date and what they told you. This information speeds up the investigation.
How Chase Investigates Your Dispute
Once you report a dispute, Chase opens an investigation and contacts the merchant to ask for proof of the transaction. The merchant has a set time to respond, usually 10 to 30 days depending on the type of charge. Chase reviews both your account and the merchant's records to determine who is at fault.
During the investigation, Chase may issue you a temporary credit while they work through the case. This is not a final decision—it is money returned to your account pending the outcome. If the investigation rules in your favor, the temporary credit becomes permanent. If it rules against you, Chase will remove the credit and you will owe the amount again.
The full investigation typically takes 30 to 60 days. Chase will notify you of the outcome in writing, either by mail or through your online account.
Fraud and Unauthorized Charges
If someone used your card without permission, report it as fraud when ready. Call 1-800-935-9935 and tell the representative that the charge is unauthorized. Chase will cancel your current card and send you a replacement, usually within 5 to 7 business days.
Under federal law, your liability for unauthorized charges is limited to $50 if you report the fraud before the card is used further. If you report it after additional charges appear, you may be liable for up to $50 per card, though many issuers waive this fee entirely. Report fraud as soon as you notice it to protect yourself.
Disputing Through Your Online Account
Log into your Chase account on the website or mobile app and go to your transaction history. Find the charge you want to dispute and select it. Look for an option that says "Dispute this transaction" or "Report a problem." Click it and follow the prompts to describe the issue.
You will be asked to choose a reason for the dispute from a list: unauthorized charge, duplicate charge, incorrect amount, merchandise not received, or merchandise not as described. Select the one that matches your situation. Then write a brief explanation of what happened and submit it.
Chase will send you a confirmation number and timeline. You can check the status of your dispute in the same section of your account where you filed it. This method leaves a clear paper trail and does not require you to wait on hold.
What Happens if Chase Rules Against You
If Chase investigates and determines the charge was valid, they will notify you and the temporary credit (if one was issued) will be removed from your account. You will owe the full amount again. This does not mean you cannot try other options.
If the merchant promised a refund and Chase sided with them, contact the merchant directly and ask them to honor their promise in writing. If the merchant refuses and you have proof of their promise, you can file a complaint with your state's attorney general or the Consumer Financial Protection Bureau (CFPB). These agencies do not overturn Chase's decision, but they can investigate the merchant's practices.
Frequently Asked Questions
How long do I have to report a dispute?
You have up to 60 days from the date the charge appeared on your statement to report it to Chase. After 60 days, Chase cannot investigate the charge under federal law. Report disputes as soon as you notice them to stay within this window.
Will I have to pay the disputed amount while Chase investigates?
Not necessarily. If Chase issues a temporary credit, that amount is returned to your account during the investigation. You only owe it again if Chase rules against you. If no temporary credit is issued, you may still be required to pay the full balance on your statement, though the disputed amount is flagged as under review.
Can I dispute a charge if I authorized it but the merchant overcharged me?
Yes. If you authorized a $50 charge but the merchant charged $75, that is a dispute for incorrect amount. Report it through the same process. Chase will investigate whether you agreed to the higher amount or if it was an error on the merchant's part.
What if the merchant goes out of business before Chase investigates?
Chase will still investigate, but the outcome may take longer since the merchant cannot respond. If the merchant is unreachable, Chase may rule in your favor based on the lack of proof from the merchant's side. Continue to follow up with Chase on the status of your dispute.
Do I need to dispute the charge if I already got a refund from the merchant?
No. If the merchant has already refunded the charge to your card, you do not need to file a dispute. The refund should appear in your account within 3 to 5 business days. If the refund does not post after that time, contact the merchant to confirm they processed it, then call Chase if it still does not appear.