File a dispute directly through Chase within 60 days of the transaction

Chase gives you 60 days from the date a charge appears on your statement to report it as unauthorized or incorrect. You can start a dispute online through your Chase account, by phone, or in person at a branch. The fastest route is usually online: log into your Chase account, find the transaction, and select "Dispute this transaction." Chase will ask you to choose a reason—unauthorized charge, duplicate charge, amount wrong, or merchandise not received—and describe what happened.

If you call, use the number on the back of your card or the one listed in your account statements. Have your statement and the transaction details in front of you. If you go to a branch, bring your card and a photo ID. Chase will create a case number and send you a confirmation letter within three business days. Keep that number; you will need it to track your dispute.

The 60-day window is firm. Charges older than that are much harder to recover, so report as soon as you notice something wrong. If you are unsure whether a charge is legitimate—a subscription you forgot about, a charge from a vendor with an unfamiliar name—contact the merchant first before disputing. Sometimes a quick call resolves it without opening a formal case.

Key Takeaways

  • You have 60 days from the transaction date to report a charge as unauthorized or wrong; after that, Chase has no obligation to investigate.
  • File online through your Chase account, by phone at the number on your card, or at a branch—online is usually fastest.
  • Chase will freeze the disputed amount temporarily while they investigate, which typically takes 10 business days but can extend to 45 days for complex cases.
  • You may be asked to sign an affidavit swearing the charge was unauthorized; refusing to sign can end your dispute.
  • If Chase rules against you, you can appeal within 30 days of their decision letter, but you will need new evidence or documentation.

What happens to your money while Chase investigates

Once you file a dispute, Chase will provisionally credit the amount back to your account within one to three business days. This is not a final decision—it is a temporary hold while they investigate. You can use that money, but understand that if Chase finds the charge was legitimate, they will take it back.

The investigation itself takes 10 business days for straightforward cases. If the merchant or Chase needs more time to gather documents or statements, the deadline can extend to 45 days. Chase will contact you if they need additional information from you—a police report for fraud, receipts, correspondence with the merchant, or a signed statement. Respond quickly; delays on your end can slow the investigation.

During this time, the transaction will show as "Dispute in Progress" on your statement. Your available balance reflects the provisional credit, so your account should not show a negative balance because of the disputed charge.

Gather documentation before you file

Chase will ask for evidence to support your dispute. The stronger your documentation, the faster they will rule in your favor. If the charge is unauthorized—someone used your card number without permission—gather any evidence that you did not make the purchase: a statement showing you were in a different location, emails proving you never ordered the item, or a police report if your card was stolen.

If the charge is a duplicate, pull your statements and highlight both instances. If the amount is wrong, show the receipt or order confirmation with the correct price. If you ordered something and never received it, save the order confirmation, tracking information showing non-delivery, and any messages with the merchant about the missing item.

If the merchant is disputing your claim—saying they did deliver the item or that you authorized the charge—Chase will ask you to respond. This is where documentation matters most. A tracking number showing the package was returned, a photo of the empty box, or an email from the merchant acknowledging the problem can tip the case in your favor.

What to do if Chase rules against you

If Chase concludes the charge was legitimate, they will send you a written decision letter explaining why. This letter will include the date of their decision and your right to appeal. You have 30 days from the date of that letter to request an appeal.

An appeal requires new evidence—something you did not submit the first time. If your first dispute was based on "I did not authorize this," an appeal might include a police report, a statement from your bank about fraudulent activity on your account, or documentation that the merchant's name on the charge does not match their legal business name. Simply restating your original claim will not succeed.

To appeal, contact Chase using the same methods as the original dispute: online, by phone, or in person. Reference your original case number and explain what new information you have. Chase will investigate again, and this decision is usually final. If they rule against you a second time, your remaining options are limited to small claims court or a chargeback through your credit card network (if the charge was on a credit card rather than a debit card).

Debit card disputes are different from credit card disputes

If the disputed charge is on a Chase debit card, the rules are stricter than for credit cards. You still have 60 days to report it, but your liability for unauthorized charges is higher. If you report within two business days of noticing the fraud, your liability is capped at $50. If you wait longer than two business days but still report within 60 days, you could be liable for up to $500 of unauthorized charges.

After 60 days, you have no protection at all for debit card fraud. This is why speed matters more with debit cards. Check your debit card statements weekly and report anything suspicious immediately.

For credit cards, your liability for unauthorized charges is capped at $50 by federal law, and many issuers (including Chase) waive that $50 entirely. This is one reason credit cards offer stronger fraud protection than debit cards.

When to contact your card issuer versus the merchant

If you recognize the merchant's name but do not remember the charge, contact them first. Many charges come from subscription services, apps, or vendors with names that do not match what you remember. A quick call or email to the merchant can often resolve the issue without opening a dispute—they may cancel a subscription, reverse a charge, or explain what you actually purchased.

File a dispute with Chase if the merchant is unresponsive, if you genuinely did not authorize the charge, or if the merchant refuses to refund you. Do not wait for the merchant to respond; if 30 days pass without resolution, file the dispute. Chase's investigation will include contacting the merchant on your behalf, and their involvement often motivates faster action.

If your card number was stolen or compromised, do not bother contacting the merchant—go straight to Chase. Report the fraud, request a new card, and let Chase handle the investigation. The merchant will not help in this scenario.

Prevent future disputes by monitoring your account

The best defense against fraudulent charges is catching them early. Set up Chase alerts for transactions over a certain amount—$1, $25, $100, whatever makes sense for your spending. Chase will text or email you immediately when a charge hits your account. This gives you a chance to stop a fraudster before they make multiple purchases.

Review your statement at least weekly, not just once a month. Many people catch fraud faster this way. If you see a charge you do not recognize, report it within days rather than weeks.

Use your Chase credit card instead of your debit card when possible. Credit cards have stronger fraud protection and do not drain your checking account while a dispute is pending. If your debit card is compromised, you lose access to that money until the dispute is resolved; if your credit card is compromised, you are disputing someone else's money.

Frequently Asked Questions

Can I dispute a charge that is more than 60 days old?

Chase will not investigate charges older than 60 days. However, if you can show that the merchant engaged in fraud or that you reported the fraud to law enforcement, you may have options outside of Chase's dispute process. Contact Chase to ask about exceptions, but do not expect one.

What if Chase asks me to sign an affidavit?

An affidavit is a sworn statement saying the charge was unauthorized. If Chase asks for one, sign it and return it promptly. Refusing to sign will end your dispute, even if you have a legitimate claim. The affidavit protects Chase legally and is a standard part of fraud investigations.

Do I have to pay the disputed charge while Chase investigates?

No. Chase will provisionally credit the amount to your account within one to three business days, so you will not owe it during the investigation. If they later rule the charge was legitimate, they will debit the amount again.

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

No. A dispute is for unauthorized charges, duplicate charges, or charges for items not received. If you authorized the purchase but regret it, that is a return or refund issue between you and the merchant, not a dispute. Contact the merchant directly to request a refund.

What happens if the merchant goes out of business before Chase investigates?

Chase will still investigate, but recovery becomes unlikely. If the merchant is defunct, they cannot respond to Chase's inquiry, and Chase will likely rule in your favor based on the merchant's non-response. However, the money may not be recoverable if the merchant's account is closed or empty.