Chase let an unauthorized charge through? Here’s what to do
Summary: Chase’s in-app dispute counts as a written dispute for most purposes; screenshot the confirmation and dispute number. Federal law caps your liability for an unauthorized charge at $50 (often $0). Report it to Chase right away, then lock in your rights with a written dispute within 60 days.
What to gather first
- The statement showing the charge (date, amount, merchant).
- Your card number / account details and any fraud or police report reference.
- Records of any earlier attempt to resolve it with the merchant.
Why Chase let an unauthorized charge through
- A charge you did not make or recognize.
- A merchant you canceled that kept billing you.
- A duplicate or wrong-amount charge.
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
- 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) right away to report the charge and, if needed, freeze or replace the card.
- Send a written billing-error notice through a dispute through the Chase app or chase.com within 60 days of the statement — by certified mail with return receipt if mailing, so you have proof.
- Withhold payment on the disputed amount (but pay the rest of the bill) while it is investigated.
- Keep the dispute reference number; Chase must acknowledge within 30 days and resolve within about 90 days (two billing cycles).
Common mistakes to avoid
- Only calling and never sending the written dispute — the call alone doesn’t fully preserve your rights.
- Missing the 60-day written-dispute window after the statement posts.
- Paying the disputed amount, which can weaken your position.
What to say when you call Chase
- I’m reporting an unauthorized charge and filing a written billing-error dispute under the Fair Credit Billing Act.
- Please confirm I’m not liable beyond $50, issue a provisional credit, and give me the dispute reference number.
Chase-specific things to know
- Chase’s in-app dispute counts as a written dispute for most purposes; screenshot the confirmation and dispute number.
- For debit cards, report within two business days to keep your liability at the lowest tier under Regulation E.
- 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
How much am I on the hook for?
Federal law caps your liability for unauthorized credit-card charges at $50, and many issuers make it $0 — especially if you report the card lost or stolen before it’s used.
How long do I have to dispute a Chase charge?
You generally have 60 days from the statement date to send a written billing-error notice. Chase must acknowledge it within 30 days and resolve it within about 90 days.
Can Chase report me late or close my account for disputing?
No. While a charge is in dispute the issuer cannot report the amount delinquent, damage your credit, or close your account over it.
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.