Disputing a Credit Card Charge: What to Know

How to dispute a credit card charge

Before disputing a credit card charge, try contacting the merchant to resolve the issue first. If, for example, the dispute is for an incorrect amount, accidental double charge or pending refund, the merchant may be able to easily resolve the problem.

If the merchant refuses to resolve the issue, you can proceed by disputing the charge with your credit card company. Here’s how it works: 

1. Gather any evidence that will help you support your claim: This can include any relevant communication with the merchant, purchase orders, order confirmations, the merchant’s terms and conditions and receipts.
2. Contact your credit card issuer to dispute the charge: You can usually reach your card issuer via phone, your card company’s app, email, mail or through your online account. The credit card company may ask you to provide relevant documentation.

With Citi credit cards, you can dispute a transaction by visiting your Account Details page. You can also manage your open and closed disputes by visiting the Dispute Center in your online credit card account. You must contact Citi to dispute a charge within 60 days after it appears on your statement.

What happens once you dispute a credit card charge?

Typically, while the dispute is under review, you are not obligated to pay for the charge or charges you are disputing, and you are not subject to any interest on those charges. You may get a temporary credit until the card issuer resolves the dispute. If the credit card company decides you are not responsible for the charge, the credit becomes permanent.

Does disputing a charge affect your credit?

Disputes typically do not impact your credit. You are not obligated to pay for a charge that you’re disputing while it’s under review, and the issuer can’t charge you interest on that charge, but you are still responsible for paying all the other charges on your credit card statement in a timely manner.

What happens once your dispute is resolved?

If the card issuer agrees in your favor, any temporary credits will become permanent, or you will be issued a credit if you haven’t received one. They will also send you a correction notice. If the card issuer agrees in the merchant’s favor, the issuer must mail an explanation of why they rejected the dispute, and you must then pay the amount you disputed.

If you disagree with your dispute results, you can appeal the decision within a certain timeframe. You can also submit a complaint to the Consumer Financial Protection Bureau.

Disclosure: This article is for educational purposes. It is not intended to provide legal, investment, or financial advice and is not a substitute for professional advice. It does not indicate the availability of any Citi product or service. For advice about your specific circumstances, you should consult a qualified professional.