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If a subscription charge is unauthorized, incorrect, or continued after you cancelled, contact your bank or card issuer promptly and describe exactly what happened. In the U.S., a credit-card billing-error dispute generally requires a written notice sent within 60 calendar days after the statement showing the charge was sent. Debit-card and bank-account disputes can follow different procedures, so contact your bank and use the instructions for your account.
First, identify what is wrong with the charge
Check the transaction’s merchant name, date, and amount on your statement. Then state the specific problem: you do not recognize or authorize it, the amount is wrong or duplicated, or the company charged you after you cancelled. These distinctions matter. An unwanted renewal after cancellation is not automatically the same as a payment made by someone who stole your card details.
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Credit-card billing-error protections cover defined types of errors; a complaint about the quality of a service may need a different route. If you are unsure how your issuer classifies the issue, explain the facts rather than trying to fit them into a label.
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For a U.S. credit-card billing error, send a written billing-error notice within 60 calendar days after the statement showing the charge was sent. The CFPB describes this deadline as 60 calendar days after the charge appeared on your statement. The CFPB’s dispute guidance explains the written-notice requirement; its page was last reviewed April 15, 2024.
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- Gather the details. Note your name, address, the account information the issuer requests, and the transaction date, merchant, and amount.
- Explain the error plainly. For example, say that you cancelled on a particular date and were charged afterward, or that you do not recognize the transaction. Include relevant facts, not assumptions.
- Attach copies of supporting records. Useful records may include the cancellation request or confirmation, emails with the company, and the statement entry. Send copies rather than originals.
- Send it to the correct address. Use the issuer’s billing-inquiries or dispute address, which may differ from the payment address. Check the card issuer’s instructions or account materials.
- Keep a copy and proof of delivery. Save the notice, attachments, and any delivery record for your files.
You can also start through the issuer’s online account dispute process or call the number on your card, as the FTC subscription guidance explains. Do not let a call or online report replace the written notice when a formal credit-card billing-error notice is needed.
If the company charged you after cancellation
Use the company’s cancellation process when relevant, and preserve evidence of what you did. Save a confirmation email or screenshot if available; if you spoke with the company, record the date, the number or channel used, and what was said. If the company does not stop charging you, dispute the later charge with your card issuer. The FTC advises consumers to file a dispute, also called a chargeback, when a company keeps charging after cancellation.
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Contact the issuer promptly even if you are still trying to resolve the issue with the subscription company. A merchant conversation does not extend the credit-card written-notice window.
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A debit-card purchase or bank-account transfer may not follow the same credit-card billing-error process. Contact your bank as soon as you notice the charge, explain whether it was unauthorized or continued after cancellation, and ask how to submit the dispute for that specific account and transaction. Follow the bank’s deadlines and documentation instructions; the federal consumer pages cited here do not establish one universal timing rule for every debit-card or account-debit situation.
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What happens while a credit-card dispute is investigated?
For a covered credit-card billing error, you generally may withhold the disputed amount and related charges during the investigation, but you must continue paying the undisputed portion of the bill on time. Follow the issuer’s written directions and ask what payment is due if the amount is unclear. The FTC says an issuer generally must acknowledge a written complaint within 30 days unless it resolves it sooner, and resolve the dispute within 90 days of receiving it. These are the FTC’s stated response periods, not a guarantee that the issuer will decide in your favor.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.If the dispute is not resolved
Keep the issuer’s response and your supporting records. If you believe the issuer mishandled the dispute, you can submit a complaint through the CFPB complaint channel. The FTC and your state attorney general also provide reporting routes for relevant consumer problems. A complaint may help bring an issue to the agency’s attention, but it does not guarantee a refund.
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