If you don’t recognize a card charge, contact your card issuer or bank promptly using its official app, the number on your card, or the number on your statement. First check the transaction details and whether it is pending or posted, but don’t let that check delay reporting a charge that remains unexplained. The steps and deadlines differ for credit cards, debit cards, and prepaid cards.
What to do first
- Check the transaction. Compare its amount, date, and descriptor with your recent purchases. A merchant may bill under a trading name, a subscription may have renewed, an authorized user may have made the purchase, or a transaction may post later than expected. Check whether it is pending or posted.
- Contact the issuer promptly if it is still unfamiliar. Use the official app, the number on the back of your card, or contact details on your statement. Don’t use a phone number or link from an unexpected message about the charge. Ask how to report it, whether to lock or replace the card, and whether the issuer requires a written notice. The CFPB advises contacting your bank or credit union as quickly as possible after discovering an unauthorized payment: CFPB guidance on unauthorized transactions.
- Follow the issuer’s dispute instructions. If written notice is required, use the billing-error or dispute address—not necessarily the payment address—shown on your statement or the issuer’s website. Keep copies of letters and attachments, and note dates, names, and case numbers from calls.
- Watch for other unfamiliar activity. Follow the issuer’s instructions while it investigates. If you suspect a scam, you can also report it to the FTC at ReportFraud.ftc.gov.
Identify what kind of problem it is
Unauthorized charge
An unauthorized charge is one you did not make or permit another person to make. Report it to the issuer promptly. If your card or PIN was lost or stolen, say so clearly: for debit transactions, when you report a missing card or access device can affect your liability.
Purchase or billing dispute
A charge may be yours but still be disputed—for example, if the amount is wrong, goods were not delivered as agreed, or a refund is due. The FTC identifies certain unauthorized charges, wrong amounts, and goods not accepted or not delivered as agreed as possible credit-card billing errors. A complaint about product quality is not automatically a billing error. For a refund or service problem, the CFPB advises contacting the seller first, while also checking dispute rights with your issuer. Don’t let a seller’s slow response cause you to miss an issuer deadline. See the FTC sample letter and billing-error guidance and the CFPB explanation of credit-card billing disputes.
Deadlines and protections depend on the card
| Card or issue | What to do and timing | What to expect |
|---|---|---|
| U.S. credit-card billing error | Call the card company promptly and send written notice within 60 calendar days after the charge appears on your statement. Use the billing-error address. | The CFPB says the issuer generally has 30 days to acknowledge written notice unless it has already completed the required resolution. The FTC describes resolution within two billing cycles, but no more than 90 days. During the investigation, you generally need not pay the disputed amount or related finance charges, but must pay the undisputed portion of the bill. Sources: CFPB and FTC. |
| U.S. debit-card or electronic debit transfer | Notify your bank or credit union immediately. If the card was not lost and no credentials were stolen, CFPB guidance says to notify the institution right away and no later than 60 days after it sends the statement showing the unauthorized withdrawal. If a card, PIN, or other access device was lost or stolen, report it as soon as possible because timing can affect liability. | The CFPB says institutions generally have 10 business days to investigate after notice, or 20 business days for some accounts opened less than 30 days. If more time is needed, provisional credit is generally required subject to exceptions and requirements, including written confirmation after an initial phone report. Final resolution is generally due within 45 days, with some cases allowed up to 90 days. These are general federal timelines, not a guaranteed decision date. Extended travel or hospitalization may affect the notification period. Source: CFPB debit-transaction guidance. |
| Prepaid card | Contact the provider immediately if the card or PIN is lost or an unfamiliar charge appears. | Protections can differ based on whether the card is registered, payroll-related, or a qualifying government-benefit card, as well as on provider terms. Source: CFPB prepaid-card guidance. |
For credit-card billing errors, the CFPB measures the 60-calendar-day written-notice period from when the charge appeared on the statement. The FTC describes a 60-day period from when the first statement with the charge was sent. Check your issuer’s current instructions and act promptly rather than relying on the last possible day.
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What to include in a written credit-card dispute
The FTC recommends identifying the account, transaction amount and date, and why you dispute the charge. Attach copies of relevant records—such as a receipt, return confirmation, or messages with the seller—not originals. Use the issuer’s address for billing disputes, errors, or inquiries. Keep a complete copy of what you send and proof of when you sent it.
If you already paid a disputed credit-card charge, you can still make a dispute. The money may not be returned until the issuer decides the claim. If the issuer agrees an error occurred, it must remove the charge; if it disagrees, it must explain its decision in writing. Keep paying the portion of the bill you do not dispute.
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If the issuer or bank does not resolve it
Keep the original dispute and the issuer’s responses, then submit a complaint to the CFPB about a credit-card or bank-account issue through its complaint portal or by phone. For a suspected scam, use the FTC’s ReportFraud.ftc.gov. These reporting options do not replace the need to notify your issuer promptly or follow its dispute process.
Quick Recap
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