Start a dispute directly through Chase 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. You can start a dispute online through Chase's website, through the mobile app, or by calling the number on the back of your debit card. The fastest route is usually the app or website — you can flag the transaction when ready and Chase will walk you through what happened.

When you report the charge, Chase will ask you to describe the problem: whether you didn't authorize it, whether it was processed twice, whether the amount was wrong, or whether the merchant never delivered what you paid for. Be specific about which of these applies to your situation, because the path forward depends on the reason.

Chase will place a temporary hold on the disputed amount while they investigate — meaning that money won't count against your available balance during the process. This usually takes 10 business days, though Chase can extend it to 45 days if they need more time to gather information from the merchant.

Key Takeaways

  • You have 60 days from the date a charge appears on your statement to report it to Chase as unauthorized or incorrect.
  • Report the dispute through the Chase app, website, or by calling the number on your debit card — the app is usually fastest.
  • Chase will temporarily credit the disputed amount to your account while they investigate, which typically takes 10 business days.
  • If the merchant contests the dispute, Chase may ask you for documentation like receipts, emails, or proof you tried to resolve it with the merchant first.
  • If Chase rules against you, you can escalate the dispute to your bank's formal complaint process or file with the Consumer Financial Protection Bureau.

What happens during the investigation period

Once you report the dispute, Chase contacts the merchant's bank and requests documentation about the transaction. The merchant has a window to respond — usually 10 to 20 days — with evidence that the charge was legitimate. This might be a signed receipt, a delivery confirmation, or a record showing you accessed the service.

During this time, Chase may also ask you for your own documentation. If you're disputing an unauthorized charge, they may ask whether you reported it to police or filed an identity theft report. If you're disputing a billing error or non-delivery, they may ask for emails with the merchant, screenshots of what you ordered versus what arrived, or proof that you contacted the merchant to resolve it first.

The investigation doesn't require you to do anything else — you don't need to contact the merchant yourself, though doing so sometimes speeds resolution. If you do reach out to the merchant, keep records of those conversations in case Chase asks for them.

Temporary credit and what it means for your account

Chase will usually issue a temporary credit within 10 business days of your dispute report. This credit appears in your account when ready, so your available balance goes back up. The word "temporary" is important: this credit is not final. If Chase's investigation concludes that the charge was legitimate, they will remove the credit and the charge will reappear on your account.

You can use the temporarily credited money, but understand that it may be taken back. If you spend it and then lose the dispute, you'll owe that amount to Chase. Some people choose to leave the credited amount untouched until the dispute is resolved, which avoids this risk.

Chase will notify you of the final outcome in writing, usually by mail or through your online account. The notification will explain whether the dispute was upheld or denied and why.

What to do if Chase denies your dispute

If Chase investigates and concludes the charge was legitimate, they will remove the temporary credit and the charge will stand. At this point you have options, though they depend on why you disputed it in the first place.

If you believe Chase made an error in their investigation, you can request that they reconsider. Call the number on the back of your debit card and ask to speak with a supervisor about reopening the dispute. Provide any new documentation you have — emails, receipts, proof of non-delivery, or evidence that the merchant agreed the charge was wrong. Chase is not required to reopen a closed dispute, but they will consider it if you have material new information.

If the dispute involved a merchant billing error or non-delivery rather than fraud, you can also try contacting the merchant directly to request a refund. Many merchants will issue a refund without going through the bank dispute process if you can show them the charge and explain the problem. This is often faster than waiting for a dispute investigation.

Escalating beyond Chase if you disagree with the outcome

If Chase denies your dispute and you believe they were wrong, you can file a complaint with the Consumer Financial Protection Bureau (CFPB). The CFPB is a federal agency that oversees banks and handles consumer complaints about disputes, billing errors, and unauthorized charges. You can file online at consumerfinance.gov without paying anything.

When you file with the CFPB, you'll describe the dispute and explain why you think Chase's decision was incorrect. The CFPB will forward your complaint to Chase, and Chase has 15 days to respond. The CFPB doesn't make the final decision — they monitor whether Chase responds and whether their response is reasonable — but filing a complaint creates a record and sometimes prompts Chase to reconsider.

You can also contact your state's banking regulator or attorney general's office if you believe Chase violated state law. These agencies handle complaints about unfair banking practices, though they typically investigate rather than reverse individual disputes.

Disputes involving debit card fraud versus merchant billing errors

The dispute process is the same regardless of the reason, but the outcome sometimes depends on what went wrong. If someone used your debit card number without your permission, Chase treats this as unauthorized use and has strong incentive to rule in your favor — federal law limits your liability for unauthorized charges to $50 if you report it within two business days, and to $500 if you report it within 60 days.

If the dispute is about a merchant error — they charged you twice, charged the wrong amount, or never delivered what you ordered — Chase will investigate whether the merchant can prove the charge was correct. Merchants often have documentation showing delivery or service, which can make these disputes harder to win. In these cases, contacting the merchant directly is often faster than the dispute process.

If you're disputing a charge because you changed your mind about a purchase or the merchant's return policy is strict, the dispute process may not help. Chase can only reverse charges for unauthorized use, billing errors, or non-delivery — not for buyer's remorse. In these situations, you'll need to work directly with the merchant's return or refund policy.

How to prevent disputes and protect your account going forward

Review your Chase checking account statement regularly — at least weekly if possible — so you catch unauthorized charges quickly. The sooner you report a dispute, the more time Chase has to investigate and the more likely they are to rule in your favor. Set up account alerts through the Chase app to notify you of large transactions or transactions at certain merchants, which can help you spot fraud early.

If your debit card is lost or stolen, report it to Chase when ready. Chase will cancel the card and issue a replacement, which stops any further unauthorized use. If you suspect your card number was compromised but the card itself is still in your possession, you can request a new card without canceling the old one — Chase will deactivate the old number once the new card arrives.

For online purchases, use a credit card instead of your debit card when possible. Credit card disputes have stronger consumer protections than debit card disputes, and disputing a credit card charge doesn't affect your access to your checking account funds while the investigation is underway.

Frequently Asked Questions

Can I dispute a charge after 60 days?

Chase's standard window is 60 days, and they are not required to investigate disputes filed after that important date. However, you can still contact Chase and explain the situation — if there's a good reason you didn't notice the charge sooner (like a closed account or a mailing address change), they may make an exception. It's worth calling, but do not expect a dispute to be opened after 60 days.

Will disputing a charge hurt my credit score?

No. Disputing a debit card charge does not appear on your credit report and does not affect your credit score. Credit reports track credit accounts like credit cards and loans, not checking account disputes. Your credit score is only affected if you fail to pay a debt or if a creditor reports you to a credit bureau.

What if the merchant says I authorized the charge but I didn't?

Tell Chase that you did not authorize it. The merchant may claim you gave permission — through a website, a phone call, or a recurring billing agreement — but if you genuinely did not, Chase will investigate further. Provide any evidence you have: emails showing you cancelled a subscription, proof you never received the service, or documentation that someone else had access to your card. Chase will weigh the merchant's evidence against yours.

How long does it take to get my money back if Chase rules in my favor?

Chase usually issues a temporary credit within 10 business days, which you can use when ready. If Chase's investigation concludes the charge was unauthorized or incorrect, the temporary credit becomes permanent and you keep the money. The entire process typically takes 10 to 45 days, depending on how quickly the merchant responds to Chase's inquiry.

Can I dispute the same charge twice?

No. Once Chase has investigated a dispute and made a final decision, you cannot file another dispute for the same charge. You can request reconsideration if you have new evidence, but you cannot open a second separate dispute. If you want to challenge Chase's decision, your options are requesting reconsideration, filing with the CFPB, or contacting your state's banking regulator.