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Disputing Credit Card Charges in the US: Billing Errors, Chargebacks and Fraud

By PointsExplainedLast reviewed

Contact the seller first for purchase problems

Ask the merchant to fix it first; a good-faith attempt with the seller is a condition of the claims-and-defenses right.

Call your card company

The CFPB says to call right away, then follow up in writing.

Send a written billing error notice

Write to the billing inquiries address with your name, account number and a description of the error, so it arrives within 60 days after the first statement showing the error was sent.

Pay the undisputed part

You can withhold the disputed amount and related charges, but keep paying the rest of your bill.

Escalate if needed

If the issuer doesn't follow the process, submit a complaint to the CFPB online or at (855) 411-CFPB (2372).

Where this comes from

Sources

The documents this guide relies on. If one has changed since we read it, the document is right and this guide is out of date.

  1. Regulation Z, 12 CFR 1026.1 - Authority, purpose, coverage (CFPB)

    Regulation Z implements the Truth in Lending Act.

    consumerfinance.gov · Accessed
  2. FTC Consumer Advice - Using Credit Cards and Disputing Charges

    FCBA dispute process covers credit cards and revolving credit, not personal or car loans; list of billing errors including change-of-address 20-day rule; explanation or receipt requests trigger the process only alongside a billing error dispute; write to billing inquiries address with name, address, account number and description; certified mail; pay the undisputed part; issuer can't take legal action, threaten credit rating or report delinquent, or close/restrict the account for disputing but may apply the amount against the limit; forfeits up to $50 if it doesn't follow procedure; $50 limit on unauthorized charges.

    consumer.ftc.gov · Accessed
  3. CFPB - How do I dispute a charge on my credit card bill?

    Call the card company right away and send a written billing error notice; you can dispute a charge already paid; keep copies; charge removed if you are correct; written explanation, amount owed and due date if not.

    consumerfinance.gov · Accessed
  4. Regulation Z, 12 CFR 1026.13 - Billing error resolution (CFPB)

    Billing error notice must be received within 60 days after the first statement reflecting the error; written acknowledgment within 30 days; resolution within two complete billing cycles and no later than 90 days; consumer need not pay the disputed amount and related charges pending resolution.

    consumerfinance.gov · Accessed
  5. CFPB - How can I get a refund on a product or service I purchased with my credit card?

    Contact the seller first; card company may reverse the charge, sometimes called a chargeback; conditions for refusing to pay the rest of a purchase; CFPB complaint online or at (855) 411-CFPB (2372).

    consumerfinance.gov · Accessed
  6. Regulation Z, 12 CFR 1026.12 - Special credit card provisions (CFPB)

    Claims and defenses (1026.12(c)): good-faith attempt with the seller; credit extended over $50; transaction in the same state as the cardholder's current designated address or within 100 miles; limits don't apply when the seller is or is controlled by the issuer or the order came through an issuer mail solicitation; right to withhold payment; liability for unauthorized use capped at the lesser of $50 or the amount obtained before notification (1026.12(b)(1)(ii)).

    consumerfinance.gov · Accessed
  7. CFPB - Am I responsible for unauthorized charges if my credit cards are lost or stolen?

    No responsibility if the card is reported before use; $50 maximum if used before reporting, and many cardholder agreements say you aren't responsible; generally no liability when only the account number is stolen and used.

    consumerfinance.gov · Accessed
  8. FTC Consumer Advice - Lost or Stolen Credit, ATM, and Debit Cards

    Debit and ATM card liability tiers: $0, $50 within two business days, $500 within 60 calendar days of the statement, and potentially all money taken after that.

    consumer.ftc.gov · Accessed
  9. FTC Consumer Advice - Comparing Credit, Charge, Secured Credit, Debit, or Prepaid Cards

    Credit cards are safer than other payment cards because dispute rights cover many problems; what you can dispute with debit cards is more limited.

    consumer.ftc.gov · Accessed
Questions

About this guide

How long do I have to dispute a credit card charge?

Under Regulation Z, your written billing error notice must reach the issuer no later than 60 days after it sent the first statement showing the error.

Can I dispute a charge I've already paid?

Yes. The CFPB says that if you already paid the charge you're disputing, you can still dispute it.

Is a debit card as well protected as a credit card?

Not for lost or stolen cards. A credit card's liability for unauthorized use is capped at $50, while the FTC explains that debit card losses can reach $500 or more depending on how quickly you report the problem.
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