Having concerns about a merchant charge to your debit or credit card?
See a charge you don’t recognize and you think it may be fraudulent?
Here’s a quick way to resolve your concerns:
1. Review the details of the charge
You can review transaction details on your account such as the merchant's name, phone number and your past activity with the merchant.
2. Contact the merchant
Merchants can resolve charge errors within a few days, where it can sometimes take banks weeks to resolve. Keep track of the date you contact them, who you speak with, and their response. We may ask for these details if you decide to open a dispute later.
3. Still not resolved? We'll look into it
Sign in to your Chase account, find the transaction, choose the arrow and follow the instructions to start a dispute. We'll investigate on your behalf.
- Is the charge still pending? For credit card charges, please wait 1-3 business days until they post. Pending debit card charges may be disputed by calling 1-866-564-2262.
- Need more help? Watch our how-to-video for step-by-step instructions on how to submit and track the status of a dispute online.
Still have questions? See the FAQs section.
Charge errors vs. fraudulent charges
Charge Error
A charge error is a transaction you recognize but appears to be incorrect, such as:
- A recurring transaction or trial subscription you canceled
- A product or service you never received or received late
- A one-time purchase you returned or canceled, and you still haven’t received a credit
- A charge higher than the amount on your receipt
- A product or service you received and are dissatisfied with
- Your card was charged even though you used cash or a different card
- The same card was charged more than once for the same transaction
Fraudulent Charge
A fraudulent charge is a transaction that wasn't made by you or anyone authorized to use your account. You have confirmed:
- This charge wasn't made by another authorized user on your account
- You haven't let anyone else use your card
- You have reviewed the transaction detail keeping in mind some merchants use a different name or address for billing purposes and still don't recognize it
- If you identify a transaction as potentially fraudulent, you can Report a Problem and follow these steps.
If your card is lost or stolen, or you think someone used your account without permission, call us immediately at 1-866-564-2262 for debit card customers, 1-800-955-9060 for credit card customers, and 1–888–269–8690 for business credit card customers.
Disputes FAQs
The quickest way to stop or cancel a charge is to contact the merchant directly. If the charge posts and you wish to dispute, you may sign in to Chase.com or call the number on the back of your credit card.
You can learn more about disputing a transaction.
Credit card: Charge must be posted in order for a dispute to be opened. Pending charges generally post within 1-3 business days. If the charge posts and you wish to dispute, you may do so online at Chase.com or call the number on the back of your credit card.
Debit card: You can call us at 1-866-564-2262 to initiate a debit card dispute for a pending transaction. You’ll need to wait for the debit card transaction to post before you can dispute it online.
Submit your dispute within 60 days of the transaction first appearing on your statement.
The time it takes to resolve your dispute depends on the type of dispute and the merchant, but it may take up to 90 days for credit card and/or debit card disputes. Keep in mind, disputes are often resolved more quickly if you contact the merchant first.
To cancel a dispute, call the number on the back of your card. We also accept operator relay calls.
You are not required to pay for transactions and associated interest or fees that are being disputed and under investigation. While the transaction is in dispute, this amount will be removed from your required payment until it is resolved.
However, you are still responsible for paying at least the minimum payment due for your remaining undisputed balance.
Most of the time, a provisional credit will be applied to the account while we investigate the debit card dispute. This usually occurs within 48 hours but may take up to 10 business days.
If you identify a transaction as potentially fraudulent, you can Report a Problem and follow these steps. If your card is lost or stolen, or you think someone used your account without permission, tell us immediately by calling 1-866-564-2262 for debit card customers, 1-800-955-9060 for credit card customers, and 1–888–269–8690 for business credit card customers.
Only a merchant can cancel your pending transaction.