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Frequently ask questions about credit card disputes

Commonly asked questions

FOR BUSINESS CARD CUSTOMERS: The online process outlined here applies to consumer cards only. To submit a business card dispute, please call the number on the back of your card or write to us at: Customer Service, P.O. Box 15299, Wilmington, DE 19850-5299.

Some things you should know first:

The process and information requirements can vary depending on the type of dispute:

If you find a mistake on your statement, this would be considered a billing dispute. To preserve your billing rights, you must submit a dispute within 60 days of the error first appearing on your statement, and notify us in writing at the address on your statement. If you contact us after 60 days, your options may be limited but we'll do our best to assist you.

If you’re dissatisfied with the goods or services that you’ve purchased with your credit card and you have tried in good faith to correct the issue with the merchant, you may have the right not to pay the remaining amount due on the purchases, but the following criteria need to be met:

  • The purchase must have been made in your home state or within 100 miles of your current address and the purchase price was more than $50. We consider purchases made online or over the phone with a U.S. company to be from your home state.
  • The purchase was made with your credit card.
  • You must not yet have fully paid for the purchase.

Sign in to get started. Find the charge you want to dispute and choose the arrow next to the amount to see transaction details, then choose the link to begin.

Please check the back of your statement for additional details.

Common questions:

How do I dispute a charge on my account?
Sign in to get started. Find the charge you want to dispute and choose the arrow next to the amount to see transaction details, then choose the link to begin.

But to preserve your billing rights, you must notify us in writing at: Customer Service, P.O. Box 15299, Wilmington, DE 19850-5299.

Should I contact the merchant first?
If the merchandise was defective or the quality was poor, feel free to contact the merchant first. If there is a billing or transaction error, you don’t need to contact the merchant first.

How long does the dispute process take?
Simple disputes can sometimes be settled in a few weeks, although a merchant will have the ability to respond to a dispute inquiry. Learn more about the dispute process.

If I dispute a purchase, will you take it off my account right away?
While we investigate, the following are true:

  • We won't try to collect the amount in question.
  • The charge in question may remain on your statement and we may continue to charge you interest on that amount, but if we determine the dispute is valid, you will not have to pay the amount in question or any interest or other fees related to that amount.
  • For credit card disputes, you won't be charged interest on the purchase during the dispute process. If the disputed amount is determined valid, we may rebill you for the disputed amount, applicable fees and interest. The most common scenarios we may not be able to assist with are when contracts are signed (i.e., car rentals) or subject to terms like "all sales final."

What can I do to better protect myself before making a purchase?
When you're making a purchase, be aware of all the merchant's terms, guarantees and warranties, as well as language like "all sales are final," as they may limit your ability to make returns or dispute a transaction. For additional helpful hints to consider before you make a purchase, please go to usa.gov/before-you-shop.

Please check the back of your statement for additional details.