Seeing a charge you do not recognize is only one kind of credit-card problem. Billing errors can also involve the wrong amount, a payment that was not credited, a charge for something you did not receive, or a transaction posted incorrectly. Acting quickly matters because federal billing-error protections have deadlines.
First decide whether the issue is fraud, a merchant dispute or a billing error
If the card itself or account credentials may be compromised, call the issuer immediately using the number on the card. If you recognize the merchant but the amount or delivery is wrong, contact the seller as well. Keep the issuer informed even if you are trying to resolve the issue with the merchant.
Call promptly, but do not rely on a phone call alone
The CFPB advises contacting the card company right away. To protect certain billing-error rights, it also says to send a written billing-error notice within 60 calendar days after the charge appeared on the statement. Follow the billing-dispute address and instructions shown on your statement; that address may be different from the payment address.
Build a small evidence packet
Include your name, account information as requested by the issuer, the disputed amount, the date of the transaction, and a clear explanation of what is wrong. Attach copies rather than originals of receipts, cancellation confirmations, emails, delivery records or other relevant documents.
Keep paying the undisputed part of the bill
Do not stop paying the entire account because one charge is disputed. CFPB guidance says consumers remain responsible for correct, undisputed charges while a qualifying billing error is investigated. Review your statement and issuer instructions carefully.
Track the issuer’s response
The CFPB states that after receiving a proper written billing-error notice, the card company generally has 30 days to acknowledge it unless the matter has already been resolved, and then has up to two billing cycles to finish the investigation under the applicable process.
If the issuer says the charge is correct
Read the written explanation and compare it with the evidence you sent. If important documents were overlooked, ask how to submit them or appeal under the issuer’s process. You can also review CFPB complaint options if you have already tried to resolve the issue and believe the company has not handled it properly.
Primary sources and further help
We reviewed this guide against the following public consumer resources. Rules and procedures can change, so use the linked agency guidance for the latest details.