If a bank statement shows a transaction you don’t recognize, check its details, then promptly contact the bank or card issuer using a verified phone number, website, or app. If it may be unauthorized, report it and follow the formal dispute process; don’t wait to see whether it disappears. The right procedure depends on whether it was a credit-card charge, a debit-card purchase, or an electronic withdrawal from your bank account.
Check the transaction, but don’t delay reporting it
Note the transaction date, amount, and the name shown on the statement. Compare them with receipts, subscriptions, and purchases made by anyone authorized to use the account. A merchant may appear under a name different from its storefront or brand, so check the specific entry rather than assuming what it represents.
See whether the entry is pending or posted. If it still seems unauthorized, contact the financial institution promptly even if it is pending. A pending status is not a reason to postpone reporting a transaction you believe may be fraudulent.
Contact the right institution through a trusted channel
For a card transaction, contact the card issuer. For an electronic withdrawal from a bank account, contact the bank that holds the account. If you are unsure what kind of transaction it is, ask the institution to identify it and explain which dispute process applies.
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Use the phone number on the back of your card or on your statement, or go to the institution’s official website or app independently. Don’t use contact details from an unexpected call, text, email, or social-media message. The CFPB warns that impostors may pose as banks or government agencies; legitimate agencies and financial institutions do not ask you to withdraw cash, buy gift cards, or use cryptocurrency to protect your money (CFPB fraud guidance).
Tell the representative that the transaction is unfamiliar and that you want to report it if it was not authorized. If your card, PIN, or account access device may be compromised, say so immediately. Ask how to block further use, secure the account, and replace the card or access device. If a replacement card is issued, ask how to handle recurring payments connected to the old one.
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Open a formal dispute and keep a record
A phone call can help you act quickly, but follow the institution’s instructions for formally disputing the transaction. Record the date and time of your contact, whom you spoke with, what they told you to do, and any case or reference number. Keep copies of messages and documents you send or receive.
For a credit-card billing error, send written notice
Send written notice to the billing-disputes address listed on your statement or card agreement. It may be different from the address for payments. Include your account information, the transaction date and amount, and a brief explanation that you do not recognize or authorize the charge. Keep a copy of the letter and any supporting documents. The FTC provides a sample letter and credit-card dispute guidance.
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Ask the bank or issuer how to report the transaction in writing and what supporting information it needs. Keep a copy of any form or letter you submit. A debit-card purchase, an electronic withdrawal, a check, a wire transfer, a prepaid card, and a payment-app transaction may involve different procedures or protections; don’t assume the credit-card billing-error process applies to all of them.
Know which deadlines and investigation rules apply
Report a suspected unauthorized transaction as soon as you notice it. The time limits below are important deadlines for particular processes, not a recommended waiting period. The applicable rules can depend on the payment type, account terms, whether a card or PIN was lost, and the facts of the transaction.
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| Transaction or situation | What to know |
|---|---|
| Credit-card billing error | FTC and CFPB guidance says written notice generally must arrive within 60 calendar days after the statement with the error was sent or the charge appeared on the statement, respectively. The CFPB says the issuer generally must acknowledge a written dispute within 30 days unless it has already completed the required resolution. FTC guidance says it generally must resolve the dispute within two billing cycles, with a maximum of 90 days. During an investigation, FTC guidance generally says you need not pay the disputed amount and related charges, but you must pay the undisputed portion. CFPB credit-card dispute guidance; FTC credit-card dispute guidance; FTC Fair Credit Billing Act guidance. |
| Electronic withdrawal from a bank account | Under Regulation E, notice generally must be given within 60 days after the bank sends the periodic statement on which the error first appears. The bank generally has 10 business days after receiving notice to conduct its initial investigation. The regulation allows specified extended investigation procedures, including provisional credit in certain circumstances. Follow the bank’s instructions and do not apply credit-card billing-error rules to an ordinary bank-account withdrawal. CFPB Regulation E, 12 CFR § 1005.11. |
| Lost or stolen credit or debit card | Report the loss immediately. Federal protections and potential liability depend on the card type and how quickly the loss or unauthorized use is reported. Ask the issuer how to stop further use and secure or replace the card. FTC guidance on lost or stolen cards. |
Regulation E also says that a financial institution’s investigation results must include a written explanation of its findings and note your right to request the documents it relied on. Ask for those documents if you want to review the basis for the bank’s decision.
Monitor the account and preserve your evidence
- Keep the statement showing the transaction, your written dispute, supporting receipts or records, and copies of correspondence.
- Maintain dated notes of calls, follow-ups, and any instructions or deadlines the institution gives you.
- Continue checking account activity while the dispute is investigated. If another unfamiliar transaction appears, report it promptly.
- Respond to requests from the institution using contact details you have independently verified.
Report a suspected scam through official channels
If the transaction is connected to a scam, you can report it to the FTC at ReportFraud.ftc.gov. Depending on the situation, the CFPB identifies the FTC, FBI, your state attorney general, and local police as possible reporting channels (CFPB fraud guidance). Use official contact details you find independently, and do not send money, gift cards, or cryptocurrency to someone claiming they must protect or recover your account.
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This guidance covers U.S. federal consumer rules. State law, your account agreement, the transaction type, and whether a card or other access device was lost can affect the procedure or protections. If your account is outside the United States, contact the relevant local regulator or financial institution for the rules that apply where you live.
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