A card charge can go wrong in several ways: you do not recognize it, an order never arrives, a refund is missing or you are billed twice. Each has a fix, and the rules favour you if you act early.
The path of a dispute
Check the statement
Match each line against receipts and bookings. Look for duplicates, wrong amounts and charges after you cancelled.
Contact the merchant
Ask for a correction or a refund and keep the reply. This often solves a billing mistake quickly.
Dispute with the card issuer
If the merchant does not fix it, tell the issuer in writing, using the address for billing errors on your statement.
Follow the investigation
The issuer must acknowledge your letter and then investigate within set time limits. Keep paying the rest of the bill.
Day 0
The statement shows the error
The clock starts when the first statement with the problem is mailed or posted.
Within 60 days
Send your written notice
Missing this window can cost you the right to the formal process.
Within 30 days
The issuer acknowledges
You should receive written confirmation that the dispute was received.
Within 2 billing cycles
The issuer resolves it
The investigation must end in two billing cycles, and never later than 90 days.
What to include
Your details
Name, account number and the date and amount of the charge.
What is wrong
One sentence: not mine, wrong amount, never arrived, or not refunded.
Your proof
Receipts, order pages, delivery tracking and the merchant's replies.
What you want
A correction, a refund or a credit for the amount.
Common mistakes
Waiting too long. The 60-day window runs from the statement that first shows the charge, not from the date you noticed.
Disputing by phone only. A call is useful, but the formal rights start with a written notice.
Stopping all payments. Pay the rest of the bill; only the disputed amount is on hold.
Throwing away proof. Keep emails, tracking numbers and screenshots until the case is closed.
After you file
Watch your account for a temporary credit and for the written result. If the issuer decides against you, read the reason. You may be able to send more evidence, and you can still try the merchant again or contact a consumer-protection agency.
Questions people ask
Do I still pay while a charge is disputed?
You pay the rest of your bill. For the disputed amount, you may withhold payment while the issuer investigates, and the issuer cannot charge interest on it during that time. Ask your issuer to confirm how it handles this.
What if the merchant already refunded me?
Check the statement for the credit, which can take a few days. If the refund does not appear in the time the merchant promised, dispute the original charge and attach the merchant's message.
Sources
Written from these pages and checked against them on October 5, 2026. Programs and rules change, so check the provider’s current terms before you decide.
General information, not financial, legal or travel advice. Your own card terms and the provider’s current rules always come first.