Start a dispute within 60 days of the charge

Chase gives you 60 days from the date the charge appeared on your statement to report it as unauthorized or incorrect. After 60 days, Chase is no longer required to investigate, and you lose the right to a refund under federal law. If you spot a charge you don't recognize, contact Chase immediately—waiting costs you money.

The 60-day clock starts when the charge posts to your account, not when you receive your statement. If a charge appears on a Friday night and you don't see it until Monday, the clock has already started running. Check your account online or through the Chase mobile app at least weekly so you catch problems early.

Key Takeaways

  • You have 60 days from the date a charge posts to report it as unauthorized or wrong; after that, Chase has no obligation to refund you.
  • Call Chase at the number on the back of your card or use the mobile app to start a dispute—do not email or use social media, as those do not create an official record.
  • Chase will typically refund the amount within one to three business days while they investigate, and the investigation itself takes up to 10 business days.
  • Gather your evidence before you call: the transaction date, amount, merchant name, and any proof that you did not authorize the charge or that the merchant made an error.
  • If Chase denies your dispute, you can escalate to the Consumer Financial Protection Bureau, which can force Chase to reconsider.

How to report the charge to Chase

Call the number on the back of your Chase debit card. Have your account number and the disputed transaction details ready: the date, amount, and merchant name. Tell the representative whether you believe the charge is unauthorized (someone else used your card or account number) or incorrect (the merchant charged the wrong amount or charged you twice).

You can also start a dispute through the Chase mobile app or online banking. Log in, find the transaction in your recent activity, and select "Report as Unauthorized" or "Report an Error." Chase will ask you to describe what happened. Be specific: "I did not make this purchase" is stronger than "I don't recognize this charge." If the merchant made an error—for example, they charged you $150 instead of $50—explain exactly what went wrong.

Do not rely on email, social media messages, or chat support to report a dispute. These do not create an official record that Chase must investigate. A phone call or in-app report does.

What happens after you report the dispute

Chase will usually refund the disputed amount to your account within one to three business days. This is a provisional credit—it is not final. While you have the money back, Chase is investigating whether the charge was actually unauthorized or incorrect.

The investigation itself takes up to 10 business days. During this time, Chase will contact the merchant and ask them to prove that you authorized the charge. If the merchant cannot provide proof of authorization (a signed receipt, a PIN entry, or a matching billing address), Chase will keep the refund permanent. If the merchant provides proof, Chase will reverse the credit and the charge goes back on your account.

Chase will notify you of the outcome in writing, either by mail or through your online account. Read this notice carefully—it will tell you whether the dispute was upheld or denied and why.

Gather evidence before you call

The stronger your case, the faster Chase will rule in your favor. Before you contact Chase, collect anything that proves you did not authorize the charge or that the merchant made an error.

For unauthorized charges, gather: your card or account number (to show it was compromised), the date you first noticed the charge, any other suspicious charges on the same account, and proof that you were somewhere else when the charge was made (a receipt from a different merchant, a timestamp from your phone, a credit card statement from another bank). If someone stole your physical card, a police report helps.

For merchant errors, gather: your receipt from the purchase (showing the correct amount), any emails from the merchant confirming the price, screenshots of the product page showing the advertised price, and proof that you returned an item if you were charged for something you sent back. If the merchant charged you twice, show both charges side by side.

What to do if Chase denies your dispute

If Chase decides the charge was authorized and keeps it on your account, you have options. First, contact Chase again and ask to speak with a supervisor. Explain why you believe the decision was wrong and provide any new evidence you have found.

If Chase still refuses, file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB can investigate Chase's handling of your dispute and force them to reconsider. Include copies of your dispute letter, Chase's response, and any evidence you have. The CFPB does not charge a fee and does not require a lawyer.

You can also contact your state's attorney general or banking regulator. Each state has an office that handles complaints against banks. A complaint to a regulator carries weight because it can affect Chase's license to operate in that state.

Unauthorized charges versus merchant errors

Chase handles these two types of disputes differently, so be clear about which one you are reporting.

Unauthorized charges mean someone used your card or account number without your permission. This includes fraud (a thief stole your card), identity theft (someone opened an account in your name), or a data breach (a merchant's system was hacked and your number was stolen). Chase's fraud protection covers these under Regulation E, and you are typically not liable for the charge.

Merchant errors mean the merchant charged you the wrong amount or charged you multiple times by mistake. The merchant may have also failed to process a refund you requested. These disputes take longer because Chase has to contact the merchant and ask them to correct their records. If the merchant admits the error, they issue a refund directly to Chase, which then credits your account.

Protect your account while the dispute is pending

While Chase investigates, monitor your account for more suspicious charges. If you see additional unauthorized transactions, report them immediately—do not wait for the first dispute to close. Each charge gets its own 60-day window.

If your card was compromised, ask Chase to issue you a new card with a new number. This stops the thief from making more charges. If your account number was compromised (for example, through a data breach), ask Chase whether you need to update your account number with any merchants you pay regularly, such as utilities or subscription services.

Consider placing a fraud alert or credit freeze with the three credit bureaus (Equifax, Experian, and TransUnion) if you believe your identity was stolen. A fraud alert tells lenders to verify your identity before opening new accounts in your name. A credit freeze blocks lenders from accessing your credit report entirely. Both are free.

Frequently Asked Questions

Can I dispute a charge after 60 days?

No. Federal law (Regulation E) requires Chase to investigate only if you report the charge within 60 days of when it posted to your account. After 60 days, Chase has no legal obligation to refund you. If you spot an old charge, contact Chase anyway—some banks will investigate as a courtesy—but do not count on a refund.

Will I lose access to my money while Chase investigates?

No. Chase provides a provisional credit within one to three business days, so you have the money back while they investigate. If the dispute is denied, the credit is reversed and the charge goes back on your account. If the dispute is upheld, the credit becomes permanent.

What if the merchant says I authorized the charge?

Chase will ask the merchant to provide proof: a signed receipt, a PIN entry, a matching billing address, or an email confirmation you sent. If the merchant cannot produce this proof, Chase will uphold your dispute even if the merchant claims you authorized it. If the merchant does have proof, Chase will deny the dispute and the charge stays on your account.

How long does a dispute investigation take?

Chase has up to 10 business days to investigate after you report the charge. You will receive written notice of the outcome by mail or through your online account. Some disputes close faster if the merchant quickly admits the error or cannot provide proof of authorization.

Can I dispute a charge if I authorized it but changed my mind?

No. If you authorized the charge, Chase will not refund it through a dispute. Your only option is to contact the merchant directly and ask for a refund. If the merchant refuses, you can file a complaint with the CFPB, but Chase cannot force a refund for a charge you authorized.