Buying things and services · Updated Oct 2026

There's a charge on my card I didn't make

Call your card issuer or bank as soon as you see the charge, then follow up in writing. For credit cards, federal law caps your loss for unauthorized use at $50 and gives you 60 days from the statement to dispute in writing. Debit cards are covered too, but how much you could lose depends on how fast you report it, so do not wait.

This plan is general legal information, not legal advice. RobinClaim is not a law firm. Laws and deadlines change and have exceptions: check with the official source or a lawyer or legal aid office about your own case.

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Your plan

Do now

  1. Call the number on the back of your card or use the issuer's app. Report the charge you don't recognize.

    Why: Calling right away stops more charges and starts the record of when you gave notice.

  2. If you answered “Lost or stolen” to “Is the card lost or stolen, or do you still have it?”

    Tell them the card is lost or stolen and ask them to cancel it and send a new one.

    Why: Charges made after you report a lost or stolen card are not your responsibility.

  3. Write down the date and time you called, who you spoke with and any reference number.

    Why: You may need to prove when you gave notice.

  4. Check your recent statements and online account for other charges you don't recognize.

    Why: Thieves often test a card with small charges first.

  5. If you answered “Debit/ATM card or bank account” to “What kind of card or account?” and If you answered “Lost or stolen” to “Is the card lost or stolen, or do you still have it?”

    For a lost or stolen debit card, report it within 2 business days of learning about it.

    Why: Under federal rules, prompt notice keeps your loss at $50 or less; after 2 business days, it can be up to $500.

  6. If you answered “Debit/ATM card or bank account” to “What kind of card or account?”

    For a debit card or bank account, report charges you didn't make as soon as you see them, and no later than 60 days after the statement that first showed them was sent.

    Why: If you miss the 60-day window, you can be responsible for later unauthorized transfers.

  7. If you answered “Prepaid card” to “What kind of card or account?”

    For a prepaid card, report the charge to the card company right away and ask for its error-resolution process.

    Why: Most prepaid accounts are covered by the same federal rules as debit cards (Regulation E), with some differences.

  8. If you answered “I made a purchase, but was double-charged, overcharged, or never got what I paid for” to “What kind of problem is it?”

    Contact the merchant and ask for a refund. Keep their reply.

    Why: Issuers often ask whether you tried the merchant first, and it may be the fastest fix.

This week

  1. If you answered “Credit card” to “What kind of card or account?”

    Send a written dispute to the issuer's billing-error address (printed on your statement or on its website). Send it so it arrives within 60 days after the first statement that showed the charge. Use certified mail or the issuer's online dispute form, and keep a copy.

    Why: The written notice starts the federal billing-error process: the issuer must acknowledge it within 30 days and resolve it within two billing cycles (no more than 90 days).

  2. If you answered “Debit/ATM card or bank account” to “What kind of card or account?”

    Confirm your report in writing if the bank asks. Banks generally must investigate within 10 business days, or give you a provisional credit and take up to 45 days (90 days for some transactions).

    Why: This is the Regulation E error-resolution timeline.

  3. If you think someone has your personal information, check your free credit reports at AnnualCreditReport.com and consider a free credit freeze.

    Why: Card fraud can be a sign of wider identity theft.

  4. If you answered “Credit card” to “What kind of card or account?”

    You do not have to pay the disputed amount (or related interest) while a credit card dispute is being investigated, but keep paying the rest of your bill.

    Why: The issuer cannot treat the disputed amount as late during the investigation.

If it's not resolved

  1. If the issuer denies your dispute, ask in writing for the documents it relied on, and for an explanation.

    Why: Federal rules let you request the evidence for a denial.

  2. File a complaint with the Consumer Financial Protection Bureau (CFPB) if the bank or card issuer doesn't follow the rules or ignores you.

    Why: The CFPB sends complaints to the company for a response.

  3. If someone opened other accounts in your name, use IdentityTheft.gov to report it and get a recovery plan.

    Why: It creates an official identity theft report you can give to companies.

  4. If you answered “I made a purchase, but was double-charged, overcharged, or never got what I paid for” to “What kind of problem is it?”

    If a merchant owes you money and the dispute fails, you can file a complaint with your state attorney general or consider small claims court.

    Why: Small claims is designed for people without lawyers.

Deadlines

Written credit card billing dispute

General rule: Must reach the issuer within 60 days after it sent the first statement with the error (12 CFR 1026.13(b))

Official source

Report a lost or stolen debit card to keep your loss at $50 or less

General rule: Within 2 business days after learning of the loss (12 CFR 1005.6(b)(1)); otherwise up to $500 (1005.6(b)(2))

Official source

Report unauthorized transfers on a bank statement

General rule: Within 60 days after the statement was sent, or you may be liable for later transfers (12 CFR 1005.6(b)(3))

Official source

Issuer's response to a credit card dispute

General rule: Acknowledge within 30 days; resolve within two complete billing cycles, no more than 90 days (12 CFR 1026.13(c))

Official source

Bank investigation of a debit/EFT error

General rule: 10 business days, or up to 45 days (90 in some cases) with provisional credit (12 CFR 1005.11(c))

Official source

Documents to gather

  • Statements showing the charge
  • Notes of your call (date, time, name, reference number)
  • Copy of your written dispute and proof of mailing
  • Receipts, order confirmations and messages with the merchant (for merchant disputes)
  • Police or identity theft report, if you made one

Letters you can send

Fill in the blanks; the letter updates as you type. Copy it, print it or save it as a text file. Nothing you type is sent or saved: it stays on this page until you close it.

Credit card billing error dispute

Starts your billing-error rights under the Fair Credit Billing Act.

[Today's date]

[Issuer name]
Billing Inquiries
[Billing error address]

Re: Account ending [Last 4 digits of the account]

I am writing to dispute a billing error of $[Amount] for a charge by [Merchant name] on [Charge date]. The reason is: [Reason]. I ask that the charge and any related finance charges and fees be removed and that I receive an accurate statement.

Copies of supporting documents are enclosed. Please send me written confirmation of the outcome.

[Your name]
[Your address]

Where to go

  • LocalYour card issuer or bank

    First, immediately.

    Use the number on your card or statement

  • FederalConsumer Financial Protection Bureau

    If the issuer or bank won't fix it or doesn't follow the dispute rules.

  • FederalIdentityTheft.gov

    If someone has your personal information or opened accounts in your name.

  • StateYour state attorney general's consumer protection office

    To file a complaint against a business. Many offices offer free informal mediation.

    Choose your state above to see the office for your state.

  • LocalSmall claims court

    If the business will not pay or fix the problem and the amount is under your state's limit.

Costs

Disputing a charge and complaining to the CFPB or your attorney general are free. Small claims filing fees vary by state (see your state's page).

Talk to a lawyer if

  • The bank refuses to restore a large amount taken from your account
  • A debt collector or credit report shows debts from the fraud and won't remove them after you dispute
  • You are sued over the disputed charge

Free help

Free civil legal aid is available to people with low incomes. Find your local program through the Legal Services Corporation (lsc.gov/about-lsc/what-legal-aid/i-need-legal-help) or LawHelp.org. Your state attorney general's consumer office (link for your state below) and the court's self-help center can also explain options at no cost. Many law schools run free consumer clinics.

Guides for your state

Choose your state above for direct links to its pages.

Guides for every state

Questions

What is the written credit card billing dispute?

Must reach the issuer within 60 days after it sent the first statement with the error (12 CFR 1026.13(b))

What is the report a lost or stolen debit card to keep your loss at $50 or less?

Within 2 business days after learning of the loss (12 CFR 1005.6(b)(1)); otherwise up to $500 (1005.6(b)(2))

What is the report unauthorized transfers on a bank statement?

Within 60 days after the statement was sent, or you may be liable for later transfers (12 CFR 1005.6(b)(3))

What is the issuer's response to a credit card dispute?

Acknowledge within 30 days; resolve within two complete billing cycles, no more than 90 days (12 CFR 1026.13(c))

What is the bank investigation of a debit/EFT error?

10 business days, or up to 45 days (90 in some cases) with provisional credit (12 CFR 1005.11(c))

When should I talk to a lawyer?

The bank refuses to restore a large amount taken from your account; A debt collector or credit report shows debts from the fraud and won't remove them after you dispute; You are sued over the disputed charge.

How much does it cost?

Disputing a charge and complaining to the CFPB or your attorney general are free. Small claims filing fees vary by state (see your state's page).

Plans by state

This plan is the same in every state. Each state's RobinClaim page lists its courts, agencies and deadlines:

Sources

Plan checked Oct 2026. Independently fact-checked 2026-10-24.

This plan is general legal information, not legal advice. RobinClaim is not a law firm. Laws and deadlines change and have exceptions: check with the official source or a lawyer or legal aid office about your own case. How we research.