Chase won’t reverse a bad charge? Here’s what to do
Summary: Chase files chargebacks through Visa or Mastercard; it will ask what you did to resolve it with the merchant first, so have dates and reference numbers ready. If a merchant won’t refund a charge for goods you never got or that weren’t as described, you can request a chargeback from Chase.
Why Chase won’t reverse a bad charge
- Goods or services that were never delivered.
- A product materially not as described.
- A merchant that refuses a valid refund.
Calling Chase: what to expect
Chase’s line is 1-800-432-3117; card customer service is 24/7; the number on the back of your card is the fastest route.
To reach a person: enter or say the last four digits of your card, then say "dispute a charge" or press the option for a charge you do not recognize, then say "representative" if the system keeps offering self-service. Menus change — if yours does not match, say "representative" at any prompt.
Self-service runs through Chase Mobile app / chase.com (https://www.chase.com); and you may see these names on your paperwork: Chase Mobile, Chase Sapphire, Chase Freedom.
Step by step: what to do
- Document your attempt to resolve it with the merchant first.
- Call Chase at 1-800-432-3117 (enter or say the last four digits of your card, then say "dispute a charge" or press the option for a charge you do not recognize, then say "representative" if the system keeps offering self-service) and request a chargeback, citing non-delivery or not-as-described.
- Submit your evidence through a dispute through the Chase app or chase.com before the chargeback deadline.
- Track the dispute and respond to any merchant rebuttal.
Common mistakes to avoid
- Not documenting the failed attempt to resolve it with the merchant.
- Missing the chargeback filing deadline.
What to say when you call Chase
- The merchant won’t refund me for an order I never received — I’m requesting a chargeback.
Chase-specific things to know
- Chase files chargebacks through Visa or Mastercard; it will ask what you did to resolve it with the merchant first, so have dates and reference numbers ready.
- Chase generally needs the dispute within 60 days of the statement, though the card network allows up to 120 days for some reasons — do not wait.
- Chase lets you dispute most card charges directly in the app or on chase.com under the transaction, which timestamps the dispute.
- Chase usually issues a provisional credit while investigating a fraud claim, and reissues the card automatically when it is fraud.
- Chase debit-card disputes fall under Regulation E with different timelines from credit-card (Fair Credit Billing Act) disputes.
- Zelle payments you authorized are generally not disputable as unauthorized, even if you were scammed — that is a separate fraud process.
Know your rights
The Fair Credit Billing Act gives you the right to dispute unauthorized or incorrect charges in writing, and the issuer must investigate before holding you liable.
Regulator: the Consumer Financial Protection Bureau (CFPB). If the bank denies a valid dispute, escalate to the CFPB and, for card charges, formally request a chargeback.
If Chase will not move, the escalation paths that carry weight:
- Ask for the Chase Executive Office if a valid dispute is denied at the front line.
- File a complaint with the Consumer Financial Protection Bureau; Chase must respond in writing.
- File with the Office of the Comptroller of the Currency, Chase’s federal regulator.
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Frequently asked questions
When can I file a Chase chargeback?
When goods or services were not delivered or were materially not as described and the merchant refuses to make it right. File before your card network’s deadline with your evidence.
Can I dispute a Chase charge in the app?
Yes. Open the transaction in the Chase app or on chase.com and choose the dispute option. Save the confirmation number.
Will Chase give me a provisional credit?
Usually, for fraud claims, while it investigates. Merchant disputes may not get a provisional credit until the merchant responds.
Where do I escalate a Chase dispute that was denied?
Ask for the Executive Office, then file with the CFPB and the OCC. Both make Chase respond in writing.