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 their dispute process, which usually takes 30 to 60 days from start to finish. Chase will investigate whether the charge was fraudulent, unauthorized, or incorrect, and may issue a temporary credit to your account while they look into it. The fastest way to start is to call the number on the back of your card or log into your Chase account online and report the transaction there.
Chase treats disputes differently depending on what went wrong: a charge you didn't make at all (fraud), a charge someone else made without permission (unauthorized), or a charge that was the wrong amount or posted twice (billing error). Each type follows the same basic process, but what you need to prove and how long it takes can vary.
Key Takeaways
- Report a disputed charge to Chase by phone, through your online account, or through the Chase mobile app as soon as you notice it.
- Chase will typically issue a temporary credit within two business days while they investigate, though you may see it take longer depending on the type of dispute.
- You will need to provide details about the transaction, such as the merchant name, date, and amount, plus an explanation of why you are disputing it.
- The investigation usually concludes within 30 to 60 days, and Chase will notify you of the outcome in writing.
- If Chase rules against you, you can request that they reconsider or provide documentation showing why you believe the charge was wrong.
Starting a dispute through Chase online or by phone
The easiest way to report a disputed charge is to log into your Chase account at chase.com, find the transaction in your statement, and select the option to dispute it. Chase will ask you to choose the reason — fraud, unauthorized use, or billing error — and describe what happened. You can complete this entire process without speaking to anyone, and Chase will send you a confirmation number.
If you prefer to speak with someone, call the number on the back of your Chase credit card. A representative will walk you through the same questions and open a dispute case on the spot. Either way, Chase will assign your dispute a case number and send you written confirmation by mail within a few days.
Report the dispute as soon as you notice the charge. The sooner you report it, the sooner Chase can investigate and the more time you have to gather supporting documents if needed.
What happens after you report the dispute
Once Chase receives your dispute, they will typically issue a temporary credit to your account within two business days. This credit is not final — it is a placeholder while Chase investigates. During the investigation, the charge will show as disputed in your account, and you will not be responsible for paying it.
Chase will contact the merchant (the business that charged you) and ask them to provide proof that the charge was legitimate. The merchant has a set time to respond, usually 10 business days. If the merchant does not respond or cannot provide proof, Chase is more likely to rule in your favor.
You may also receive a letter from Chase asking you to provide additional information, such as a copy of your receipt, a written explanation of the dispute, or proof that you contacted the merchant. Respond to any requests from Chase promptly, because missing a important date can hurt your case.
Different types of disputes and what you need to prove
A fraudulent charge is one you did not make and did not authorize anyone else to make. You may not recognize the merchant name, or the charge may have appeared after your card was lost or stolen. To support this dispute, tell Chase when you first noticed the charge was missing or when you discovered the unauthorized transaction. If your card was compromised, mention whether you have already received a replacement card.
An unauthorized charge is one that someone else made without your permission — for example, a family member, a roommate, or someone who obtained your card number. You will need to explain who had access to your card and when you discovered the charge. If you believe someone stole your card information, describe what happened and when you reported it to Chase.
A billing error is a charge that was the wrong amount, posted twice, or charged to your account by mistake. Provide the correct amount if you were overcharged, or explain that the charge is a duplicate. If the merchant charged you for something you returned or cancelled, mention that and describe when the return or cancellation happened.
How long the investigation takes and what happens next
Chase aims to complete most disputes within 30 to 60 days, though some cases take longer depending on how quickly the merchant responds and how much documentation is needed. You will receive written notice of the outcome, which will either confirm the temporary credit as permanent, reverse the credit and require you to pay the charge, or ask for more information.
If Chase rules in your favor, the temporary credit becomes permanent and the charge is removed from your account. If Chase rules against you, the credit will be removed and you will owe the charge again. Chase will explain their decision in the letter they send you.
If you disagree with Chase's decision, you can request reconsideration. Write to Chase with additional evidence or documentation that supports your dispute, and include your case number. Send it to the address Chase provides in their decision letter.
What to do if the merchant contacts you during the dispute
While your dispute is open, the merchant may contact you directly to resolve the issue or ask you to withdraw the dispute. You are not required to withdraw it, and doing so does not prevent you from disputing again later if the charge reappears. If the merchant offers a refund, ask them to process it through your original payment method (your Chase card) rather than accepting a credit toward future purchases.
If the merchant claims they have proof the charge was legitimate, ask them to send it to you in writing. You can then forward it to Chase as part of your dispute case. Do not let a merchant pressure you into dropping a dispute if you still believe the charge was wrong.
Protecting yourself from future disputes
Review your Chase statement regularly — at least once a month — so you catch unauthorized or incorrect charges early. Set up account alerts through your Chase app or online account to notify you of large purchases or transactions from unfamiliar merchants. If your card is lost or stolen, report it to Chase when ready by calling the number on the back of your card or through your online account.
Keep receipts from in-person purchases and save confirmation emails from online purchases. If you need to dispute a charge later, having the original receipt or confirmation makes your case stronger. If you return an item or cancel a subscription, follow up to make sure the refund posted correctly.
Frequently Asked Questions
Will I have to pay the disputed charge while Chase investigates?
No. Once you report the dispute, you are not responsible for paying the charge while Chase investigates. If Chase issues a temporary credit, that credit appears in your account right away. If they do not issue a temporary credit, the charge still does not count against you during the investigation period.
What if the merchant says I authorized the charge?
If you did not authorize it, tell Chase that in your dispute. The merchant's claim does not automatically win — Chase will look at the evidence from both sides. If you can show you were not in the location where the charge occurred, or that you reported your card stolen before the charge happened, that strengthens your case.
Can I dispute a charge after more than 60 days?
Chase allows you to dispute charges within a certain time frame, which varies by the type of dispute and your card agreement. Fraudulent and unauthorized charges can usually be disputed within 60 days of when they appeared on your statement, though some situations allow longer. Contact Chase to ask about your specific charge if it is older than 60 days.
What happens if Chase sides with the merchant?
If Chase determines the charge was legitimate, the temporary credit is removed from your account and you owe the full amount again. Chase will explain their reasoning in a letter. You can request reconsideration by sending additional evidence to the address provided in the letter, but Chase is not required to reopen the case.
Do I need to contact the merchant before disputing with Chase?
You do not have to, but contacting the merchant first can sometimes resolve the issue faster. If the charge was a billing error or a duplicate, the merchant may refund you directly. If you cannot reach the merchant or they refuse to help, then file a dispute with Chase.