Contact your card issuer or bank immediately, ask how to block further transactions and dispute the charge, and preserve the agent’s instructions, permissions, logs, receipt and messages. If the merchant can cancel the order, contact it too, but do not wait for a seller response if your payment provider’s reporting deadline is approaching.
Whether an AI agent’s purchase is legally “unauthorized” depends on the payment method, the access you granted, the instructions you gave, the transaction record and the law that applies. U.S. guidance does not yet provide a rule that automatically classifies an AI agent’s mistake, so explain the facts to your issuer rather than assuming the charge will be treated like a stolen-card transaction.
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Take these steps first
1. Stop the agent from spending again
Revoke the agent’s payment permission or disable its purchasing tool in the account where it operates. If the service offers separate permissions for browsing, adding items, checking out or using saved payment details, remove checkout and payment access first. Sign out other sessions and change credentials if you suspect the agent or its account was compromised.
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2. Report the charge promptly
Give the issuer the payment method, transaction date, amount, merchant name and whether the charge is pending or posted. State exactly what access you gave the agent, what approval or spending limit you set, and how the purchase exceeded those instructions. Ask which dispute procedure applies, where a written notice must be sent, and the deadline for that procedure. Record the case number, the date you reported it and the representative’s instructions.
3. Preserve the record before it changes
Export or screenshot the task that you gave the agent, its configured permissions, spending limits, confirmation settings, tool calls, transaction history, checkout page, receipt, account alerts and all merchant or platform messages. Keep the original files when possible and note their timestamps. FTC shopping guidance recommends retaining order records and communications; applying that advice to agent logs is a practical recommendation because those logs show both what the agent could do and what it was told to do.
4. Ask the merchant for cancellation or a refund
Contact the seller through its official support channel and provide the order number. Ask whether fulfillment can be stopped and request written confirmation of any cancellation or refund. Do not let a slow merchant response delay notice to your bank or card issuer. FTC guidance says to contact the card issuer right away because waiting for the seller can put dispute protections at risk.
5. Treat unexplained access as a possible security incident
If the agent was not the only possible explanation, tell the issuer that credentials or account access may have been compromised. Review recent transactions, change affected passwords, enable available multifactor authentication and revoke unknown sessions or application tokens. Use the Federal Trade Commission’s identity-theft or fraud-reporting resources when personal information may have been exposed.
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“Unauthorized” is not automatically the same as “the agent made a mistake”
Payment rules usually ask who had the right to use the payment method and what the consumer authorized. The Consumer Financial Protection Bureau describes unauthorized credit-card use generally as use by someone without the right to use the card. Its example also says that when a consumer gives a person a card to use, a purchase for a different purpose may still be considered authorized until the issuer is told that person is no longer authorized. That guidance discusses a person, not an AI agent, and does not decide an agent case.
For an agent incident, separate two facts:
- Technical access: the agent could reach a saved card, bank account, wallet or checkout tool.
- Intended scope: the product, price, merchant, quantity, timing and approval step you actually instructed or accepted.
Giving an agent access can complicate an “unauthorized” claim even when the result was not what you wanted. The issuer may examine the payment network record, account terms, authorization logs, your notice date and the instructions you retained. The classification can also differ by jurisdiction and by whether the transaction was a credit-card charge, debit transaction or another electronic fund transfer. Ask the provider how it evaluates this fact pattern; do not describe it as identity theft unless the evidence supports that conclusion.
Credit-card charges: the billing-error process and its deadlines
For a U.S. credit card, the FTC says a consumer seeking the Fair Credit Billing Act billing-error process generally should dispute the charge in writing within 60 days after the first statement containing the error is sent. Use the billing-dispute address specified by the issuer, which may differ from the address used for payments, and follow any format or documentation requirements the issuer gives you.
| Stage | Figure and qualification | What to do |
|---|---|---|
| Written notice | Within 60 days after the first statement containing the error is sent, according to FTC guidance. | Send the dispute to the issuer’s stated billing-error address and keep proof of delivery. |
| Acknowledgment | Generally within 30 days, unless the issuer has already resolved the dispute. | Keep the acknowledgment and respond to requests for information. |
| Resolution | Generally within two billing cycles, and no more than 90 days, according to the FTC. | Continue paying the undisputed balance while the investigation proceeds. |
| Payments during review | The disputed amount and related finance charges generally need not be paid during the investigation; undisputed amounts still must be paid. | Pay the rest of the statement on time and follow the issuer’s written directions. |
These figures describe the general U.S. billing-error process, not a guarantee that an agent purchase qualifies. Tell the issuer that an agent initiated the transaction, identify the permission you granted and attach the evidence showing the difference between the authorized scope and the completed order. If the charge is still pending, ask whether the issuer can place a stop or whether you must wait for posting before filing a formal billing-error dispute.
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Debit cards and electronic transfers follow different rules
Notify your bank or credit union as soon as you identify an unfamiliar debit or electronic transfer. CFPB guidance describes a general 10-business-day investigation period after notice, subject to exceptions and possible temporary-credit requirements. The bank can tell you which notice method, affidavit or documentation applies to your account.
For a lost or stolen debit card, CFPB guidance describes a two-business-day reporting window relevant to the lower liability limit: responsibility can be limited to the lesser of the unauthorized transactions or $50. Delayed notice can increase potential liability. The same guidance says a statement showing an unauthorized withdrawal should be reported within 60 days to avoid possible responsibility for later transfers. Those lost-card and statement rules do not automatically decide an AI-agent dispute, particularly when you deliberately gave an agent access to a payment method.
The 2024 text of 15 U.S.C. § 1693g addresses consumer liability for unauthorized electronic fund transfers. It states that “A consumer shall be liable for any unauthorized electronic fund transfer involving the account of such consumer only if” the conditions in the provision are met. That is statutory text, not an agent-specific interpretation. Your bank must apply the relevant facts, account agreement and applicable law.
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|---|---|---|---|
| Credit card | Card issuer | FTC’s general billing-error process: written notice within 60 days of the first statement containing the error; acknowledgment generally within 30 days; resolution generally within two billing cycles and no more than 90 days. | Explain the agent’s granted access and the scope it exceeded; qualification is not automatic. |
| Debit card or electronic transfer | Bank or credit union | CFPB describes a general 10-business-day investigation period, with exceptions. Separate liability rules can depend on when notice is given. | Do not import credit-card procedures or lost-card limits without confirmation from the bank. |
Build an evidence packet the issuer can evaluate
Organize the material chronologically and label each item. Include:
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- The exact prompt, task or natural-language instruction sent to the agent.
- Permission settings showing whether it could browse, select products, place orders, use a saved payment method or act without confirmation.
- Spending caps, merchant restrictions, quantity limits, approval checkpoints and any changes made before the purchase.
- The agent’s reasoning or action log, tool-call history and timestamps, if the service provides them.
- The product page, checkout confirmation, receipt, order number, shipping address and transaction alert.
- Messages with the merchant, agent provider and financial institution, including cancellation or refund decisions.
- A short timeline showing when you noticed the charge, disabled access and notified the issuer.
Do not edit screenshots in a way that removes context. If privacy requires redaction, keep an untouched original and mark what was redacted in the copy you submit.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.How to describe the incident to your bank or card issuer
Use precise facts instead of a broad statement that the agent “stole” your card. A useful explanation has four parts:
- Payment: “The transaction was $[amount] at [merchant] on [date] using my [credit card/debit account].”
- Granted access: “I allowed the agent to [specific capability], with [limit or approval requirement].”
- Exceeded scope: “I instructed or approved [intended item, maximum price, merchant or quantity], but the agent completed [actual order].”
- Requested action: “Please tell me whether this is handled as a billing error or unauthorized electronic transfer, block further activity if possible, and give me the written-dispute address and deadline.”
Answer follow-up questions honestly. If you later approved the exact order, accepted a confirmation prompt or shared the card with another person, disclose that fact; it may change the issuer’s analysis.
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A merchant cancellation is often the fastest practical resolution for an unshipped order, while an issuer dispute protects the payment deadline. Tell the issuer if the merchant promises a refund, and monitor the account until the credit posts. Do not claim the full amount as unresolved after a refund has been issued. If only part of the order is canceled, document the remaining amount and dispute only what is still contested.
If the charge is recurring, pending or followed by more purchases
Recurring charges
Ask both the merchant and issuer how to stop future recurring transactions. Revoking the agent’s permission does not necessarily cancel a subscription that the merchant already created, so check the merchant account and keep the cancellation confirmation.
Pending charges
A pending authorization may disappear, post for a different amount or become a completed charge. Record its current status and ask the issuer whether it can be blocked. If it posts, use the issuer’s stated dispute process rather than assuming the pending authorization itself is the final amount.
Multiple transactions
List every related transaction separately, including dates and amounts. A single agent error can produce a purchase, tip, shipping charge or duplicate authorization, and the issuer may need each item identified.
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Prevent a repeat incident after the dispute
Once the immediate case is documented, redesign the agent’s access around the smallest action it needs. Keep browsing and payment authority separate where the service allows it, require a human confirmation immediately before checkout, set a maximum amount and approved merchants, and turn on transaction alerts. Review saved payment methods and remove those the agent no longer needs.
Test the controls with a harmless, low-value action before restoring real purchasing authority. Keep a written record of the permissions and limits you intend to maintain so a later dispute can show what the agent was supposed to be able to do.
When to seek additional help
Escalate within the financial institution if you do not receive the promised acknowledgment, cannot locate the correct dispute address or believe the investigation ignored your evidence. Ask for the institution’s formal complaint or supervisory channel. If credentials, identity documents or account access may have been exposed, use the FTC’s identity-theft resources and follow the issuer’s account-security instructions. Readers outside the United States should contact their local bank, card network and consumer-protection authority because the U.S. timelines and liability rules above may not apply.
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