If a credit-card statement shows a transaction you did not authorize, contact the issuer immediately and send a written billing-error notice to its designated dispute address within 60 calendar days after the statement containing the charge was sent. Keep evidence, pay every undisputed amount by its due date, and monitor the issuer’s investigation. Federal law generally limits liability for unauthorized credit-card use to $50 when statutory conditions are met, but your card agreement may provide broader protection.
What to do first when you see an unfamiliar charge
Do not wait for the next statement. Open the statement and online account, confirm the merchant name, amount, date and transaction details, then compare them with receipts, subscriptions, household purchases and activity by authorized users. Merchant descriptors can look different from a store’s public name, so an unfamiliar label is not automatically fraud. If you still cannot identify the transaction, ask the issuer for additional details rather than guessing.
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- Mark the transaction. Record the exact amount, posting date, merchant descriptor and the statement date on which it first appeared.
- Check authorized activity. Ask other household members and authorized users whether they made the purchase. Review recurring services and recently renewed trials.
- Call the issuer promptly. Use the telephone number on the back of the card or on the statement, or the issuer’s secure account tools. State clearly that the transaction was not authorized.
- Ask how to secure the account. Find out whether the card should be locked, replaced or assigned a new number, and whether additional transactions are under review.
The Consumer Financial Protection Bureau (CFPB) advises contacting the card company right away and keeping records of follow-up. Write down the date and time of every call, the representative’s name or case number when available, what you were told, and the next promised action.
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Distinguish a strange descriptor from a fraudulent purchase
Before labeling a charge unauthorized, compare the amount and date with digital receipts, delivery confirmations, app-store purchases, hotel or rental-car holds, and subscriptions that renew under a parent company’s name. A family member may also have used an authorized card. These checks can prevent a legitimate transaction from being disputed accidentally, but they should not delay a prompt issuer report when you still cannot identify the charge.
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Ask the issuer what merchant information it can disclose, such as a telephone number, location or transaction method. The reviewed official guidance supports asking the issuer for details but does not provide one universal method for decoding every descriptor. Keep a note of what the issuer tells you and whether the transaction was card-present, online or otherwise described in the account records.
Call the card issuer, but do not stop there
A phone or online report is useful for speed and account security. It does not replace the written notice that preserves the federal Fair Credit Billing Act (FCBA) billing-error procedure. During the first call, ask for all of the following:
- The issuer’s instructions for reporting an unauthorized transaction.
- The exact mailing or electronic address used for billing disputes, errors or inquiries.
- Whether a temporary lock, permanent replacement card or new account number is appropriate.
- Which records the issuer wants and how they should be submitted.
- The case or reference number and the expected investigation timetable.
If a replacement card receives a new number, update automatic payments that were tied to the old number. Keep the old statement and confirmation of the replacement; do not discard records simply because a new card was issued. Ask whether the issuer can monitor or block additional transactions associated with the compromised account.
Use only the number printed on the card or statement, or a secure channel you reach by signing in directly to the issuer’s official website or app. Do not provide account credentials or one-time codes to someone who contacts you unexpectedly claiming to be the issuer.
Send a written billing-error notice within 60 days
To preserve the FCBA process, send written notice within 60 calendar days after the statement containing the error was sent. The CFPB’s consumer guidance states: “To protect your rights you must also send a written billing error notice to the card company within 60 calendar days after the charge appeared on your statement.” Use the dispute, billing-error or billing-inquiries address printed on the statement or in the card agreement. Do not assume the address where you mail payments is the correct one.
Send the notice by the method and to the address specified by the issuer. Keep a complete copy, the date sent, delivery or submission confirmation, and every attachment. Send copies of supporting documents rather than irreplaceable originals. If the issuer provides an online upload option, save the confirmation page or message showing that the submission was accepted.
Calendar the deadline from the statement date, not from the day you happened to notice the transaction. If you have several statements with related charges, identify each transaction and the statement on which it first appeared. Prompt reporting is still advisable even when 60 days have passed; the statutory billing-error procedure and any additional protections in the card agreement may differ.
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Information to include
- Your name and mailing address.
- The credit-card account number, or enough identifying information for the issuer to locate it.
- The merchant descriptor, transaction date and exact dollar amount.
- A concise statement that you did not authorize the charge and why you believe it is an error.
- Copies of relevant receipts, cancellation records, correspondence, delivery information or account screenshots.
- A request that the issuer correct the account and provide a written result.
Describe facts rather than making broad accusations. Explain whether you possessed the card, whether an authorized user could have made the purchase, and what steps you took to check the descriptor. Include enough information for the issuer to locate the transaction, but do not send your full card number unless the issuer specifically requires it.
Simple notice format
[Date]
Billing Dispute Department
[Issuer’s dispute address from the statement or agreement]
Re: Unauthorized transaction on account ending [last four digits]
I am disputing a transaction of $[amount] from [merchant descriptor], posted on [date] and shown on my statement sent on [statement date]. I did not authorize this transaction. Please investigate it as a billing error, remove any amount and related charges that are not owed, and send me your written determination.
I have enclosed copies of [list records]. Please confirm receipt and provide the case number for this dispute.
Sincerely,
[Name]
[Address]
[Telephone or secure contact information]Keep the notice factual. Do not include your full card number when the issuer does not require it, and never mail your only copy of a receipt or identity document.
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Pay the undisputed part of the bill on time
While the issuer investigates, you may withhold the disputed amount and related charges covered by the billing-error claim. You remain responsible for every correct, undisputed charge and must pay that portion by the normal due date. Paying only the undisputed balance helps avoid late-payment consequences while the investigation is pending.
The CFPB explains that an issuer cannot require payment of the disputed amount while it investigates and cannot report the account as late for that amount when the undisputed balance is paid on time. The statement may continue to display the disputed transaction during the review; its appearance does not by itself mean the investigation is finished.
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Know the investigation deadlines
| Stage | General timing | What you should do |
|---|---|---|
| Written notice | Within 60 calendar days after the statement containing the error was sent | Use the issuer’s billing-dispute address and retain proof of delivery. |
| Acknowledgment | Generally within 30 days, unless the issuer has already resolved the dispute | Keep the acknowledgment, case number and any request for more information. |
| Resolution | Generally within two billing cycles, and no later than 90 days | Continue paying undisputed charges and monitor statements and messages. |
| Written decision when charge is upheld | With the issuer’s determination | Review the explanation, amount claimed and payment due date against your records and card agreement. |
If the issuer agrees that an error occurred, it must correct the bill. If it decides the charge is valid, CFPB guidance says it must explain the reason in writing and state how much you owe and when it is due. Save that explanation; it identifies the issuer’s position and the next date that matters.
The 30-day and 90-day periods are general federal timing statements, not a guarantee that every account follows an identical communication schedule. Your card agreement and the issuer’s instructions may require a particular channel or additional information. Respond promptly to any request so the review is not delayed by missing records.
Build a record that can support your dispute
A well-organized file is more useful than a large collection of unrelated screenshots. Keep:
- The statement page showing the transaction and the date it was sent.
- Your written notice, attachments and proof of sending.
- Call logs with dates, times, names, case numbers and promises made.
- Emails, secure messages and letters from the issuer.
- Receipts, order confirmations, cancellation notices and messages with the merchant.
- Evidence that you paid the undisputed balance by the due date.
- Notes about when a card was locked, replaced or assigned a new number.
Use a simple chronological log. For each event, record what happened, who handled it, what documents were supplied and what deadline follows. This prevents missed requests and lets you compare the final decision with the original transaction.
Store the file where you can retrieve it if the card is replaced or online access changes. Redact unnecessary card numbers before sharing documents, while leaving enough information for the issuer to match the account. Preserve originals and send copies unless the issuer expressly requests otherwise.
Understand the federal liability limit
The Federal Trade Commission summarizes federal law as generally limiting responsibility for unauthorized credit-card use to $50. The statutory rule in Title 15, section 1643, applies conditions, including that the unauthorized use occurs before the issuer is notified. The cap is not a promise that every claim will be automatically refunded: the issuer can investigate whether the transaction was authorized, and your card agreement may contain additional protections or procedures.
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Report suspected misuse as soon as you see it. Prompt notice reduces the chance of additional transactions and establishes when the issuer was informed. If the card itself was lost or stolen, tell the issuer immediately and follow its instructions for replacement and account security. Ask the issuer how it will handle any transactions that appeared before and after your report.
Some issuers voluntarily provide zero-liability terms broader than the federal baseline. Those terms can have conditions, exclusions or notice requirements, so read the current agreement rather than assuming a marketing promise applies to every transaction.
Escalate when the issuer does not resolve the issue
Review the written determination
Compare the issuer’s explanation with the transaction date, merchant details, your communications and the account agreement. Check whether the decision addresses the specific charge you disputed and whether the stated balance and due date are correct.
Ask the issuer what reconsideration route applies
There is no single appeal procedure for every issuer or card agreement. Ask for the account-specific reconsideration, documentation or supervisory-review process, and submit any additional evidence through the channel the issuer identifies. Keep copies of everything.
Submit a CFPB complaint if the problem remains
If the issuer fails to follow the process or does not resolve the matter, you can submit a complaint to the Consumer Financial Protection Bureau. Include a concise timeline, the account information requested by the complaint form, your written notice, proof of delivery, the issuer’s response and the result you want. Continue following the card agreement while the complaint is reviewed.
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When an unauthorized charge may indicate identity theft
One unfamiliar transaction can be an isolated card compromise. Multiple unfamiliar charges, new accounts you did not open, address changes, collection notices or misuse of other personal information suggest a broader identity-theft problem. Contact the card issuer first for the immediate account-specific response, then use the Federal Trade Commission’s IdentityTheft.gov process for recovery steps when you suspect personal information was misused.
Secure other affected accounts, change compromised passwords from a trusted device, and preserve messages and notices that show the pattern of misuse. Do not assume that replacing one card addresses fraud involving other accounts. Tell the issuer if you find related transactions on another card or account.
Credit-card disputes are not debit-card disputes
This procedure is for U.S. credit cards. Debit-card and bank-account electronic transfers follow a different legal framework, with different notice rules and deadlines. If the transaction came directly from a checking account or debit card, notify the bank promptly and follow that account’s electronic-transfer error procedure. Do not copy the credit-card FCBA timetable onto a debit-card claim.
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| Question | Credit card | Debit card or bank account |
|---|---|---|
| Immediate contact | Contact the card issuer using the number on the card or statement. | Contact the bank or debit-card issuer using its official account channel. |
| Written billing-error rule covered here | Send notice within 60 calendar days after the statement containing the error was sent. | Uses a separate electronic-transfer framework; do not apply the credit-card deadline. |
| Payment during review | Pay undisputed credit-card charges by the due date. | Follow the bank’s instructions for the affected account and any continuing transactions. |
Common mistakes that weaken a dispute
- Waiting for certainty before calling. You can ask the issuer for transaction details while still reporting the concern promptly.
- Sending the letter to the payment address. Use the billing-dispute address stated on the statement or agreement.
- Relying only on a phone call. A call creates a record, but written notice is the step official guidance identifies for preserving the FCBA billing-error process.
- Missing the 60-day window. Calendar the statement date and send notice well before the deadline.
- Stopping all payments. Withhold only the disputed amount covered by the claim; pay correct charges on time.
- Discarding records after a replacement card arrives. The old statement and dispute file may be needed to explain the transaction.
- Assuming a replacement number fixes identity theft. Check other accounts and use IdentityTheft.gov when additional signs appear.
- Sending originals or excessive personal data. Provide copies and only the account information needed to identify the transaction.
- Ignoring a written denial. Read the stated balance and due date, then ask what account-specific review or documentation is available.
A practical timeline you can follow
- Day you notice the charge: Verify the descriptor, check authorized users and save the statement or account screen.
- Same day: Call the issuer, report the transaction, ask about locking or replacing the card, and obtain a case number.
- Before 60 calendar days after the statement was sent: Send the written billing-error notice to the correct dispute address with copies of supporting records.
- Until resolution: Maintain a dated log, answer document requests, monitor statements and pay undisputed charges by each due date.
- By the issuer’s decision: Keep the written result. If the charge is upheld, check the stated balance and due date and ask about any account-specific reconsideration process.
- If unresolved: Submit a CFPB complaint with the complete timeline and supporting file; escalate to IdentityTheft.gov if evidence points beyond this card.
Frequently asked questions
Can I dispute a charge by phone only?
Call immediately for speed and security, but send written notice to the issuer’s designated billing-dispute address within 60 calendar days after the statement containing the error was sent. Keep proof of the written submission.
What if I do not recognize the merchant name?
Check receipts, subscriptions, household purchases and authorized-user activity. If the charge remains unexplained, ask the issuer for transaction details and report it promptly. An unfamiliar descriptor alone does not prove fraud.
Do I have to pay the disputed amount?
During the billing-error investigation, you may withhold the disputed amount and related covered charges, but pay every undisputed charge by its due date. The statement may continue to display the disputed transaction while the review is pending.
What happens after I send the letter?
The issuer generally acknowledges a written dispute within 30 days unless it already resolved it and generally resolves it within two billing cycles, no later than 90 days. An upheld charge should be explained in writing with the amount owed and due date.
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Federal law generally caps unauthorized credit-card liability at $50 when statutory conditions are met, including timing before notice to the issuer. The issuer may investigate authorization, and your agreement may offer broader protection. Report misuse immediately.
Should I contact the merchant first?
You may contact a merchant to clarify a descriptor or cancellation, but do not delay notifying the card issuer or sending the written billing-error notice. Keep any merchant correspondence as supporting evidence.
What if the issuer denies my dispute?
Read the written explanation, stated balance and payment deadline. Ask what reconsideration or supervisory-review process applies to your account, provide relevant additional evidence, and submit a CFPB complaint if the matter remains unresolved.
When should I use IdentityTheft.gov?
Use the FTC’s IdentityTheft.gov process when unauthorized charges appear alongside signs that personal information or other accounts were misused. The issuer remains the first contact for securing and correcting the affected card.
Does this process apply to a debit card?
No. Debit-card and bank-account electronic transfers use a different legal framework and deadlines. Notify the bank promptly and follow its electronic-transfer error procedure instead of applying the FCBA timetable.
What the official guidance establishes
The CFPB pages “How do I dispute a charge on my credit card bill?” (last reviewed April 15, 2024) and “How to fix mistakes in your credit card bill” (modified June 4, 2025) describe the 60-day written notice, payment of undisputed amounts, recordkeeping and investigation steps. Federal Trade Commission guidance explains the generally $50 unauthorized-use limit, the distinction from debit-card protections and the IdentityTheft.gov referral. The U.S. Code, Title 15, section 1643 (2024 edition), sets out the statutory liability conditions. Your current statement, card agreement and issuer instructions control account-specific details.
Frequently Asked Questions
What is the first step after spotting an unauthorized credit-card charge?
Check the merchant descriptor, amount, date and authorized-user activity, then contact the issuer immediately using the number on the card or statement.
What is the 60-day credit-card dispute deadline?
Send written billing-error notice within 60 calendar days after the statement containing the error was sent. Use the issuer’s designated dispute address, not automatically the payment address.
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1Repair Windows errors before they cause bigger problems2Scan for outdated or missing drivers - takes under a minute3Clear out junk files and repair common Windows errorsCan an issuer make me pay a disputed charge during its investigation?
The issuer generally cannot require payment of the disputed amount while investigating, but you must pay all correct, undisputed charges on time.
How long can the investigation take?
The issuer generally acknowledges a written dispute within 30 days and resolves it within two billing cycles, no later than 90 days.
What is the federal liability limit for unauthorized credit-card use?
Federal law generally limits liability to $50 when statutory conditions are met. Card agreements may provide broader protections, and prompt reporting is essential.
What if several accounts show suspicious activity?
Contact each affected issuer and use the FTC’s IdentityTheft.gov process for broader identity-theft recovery steps.
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Verify the charge, notify the issuer immediately, and send written billing-error notice to the correct dispute address within 60 calendar days after the statement was sent. Keep a dated evidence file, pay undisputed charges on time, track the 30-day acknowledgment and 90-day outer resolution timeline, and escalate through the issuer or CFPB if the written result does not resolve the problem.
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