How to Dispute a Charge

Step one: ask the business

Contact the company that charged you. Explain what happened, say what you want, such as a refund or a canceled account, and ask for a confirmation in writing. Many problems are fixed at this step.

Keep it short and calm. Write down the date and the name of anyone you talk to.

Credit cards: the Fair Credit Billing Act

A federal law called the Fair Credit Billing Act gives credit card users a way to dispute billing errors, including charges for things you did not accept or that were not delivered as agreed. The FTC says to write to your card issuer so your letter reaches it within 60 days after the first bill with the error was sent to you. Use the address for billing questions, not the payment address.

The FTC explains that the issuer must acknowledge your letter within 30 days, unless the problem is already fixed, and resolve it within 90 days. While it looks into the dispute, you can hold back payment on the disputed amount, but you should pay the rest of your bill.

Many issuers also let you start a dispute online or by phone. The FTC suggests following up in writing, and it offers a sample dispute letter.

Debit cards and bank accounts

Debit cards and other electronic transfers are covered by a different law, the Electronic Fund Transfer Act. The Consumer Financial Protection Bureau (CFPB) says to tell your bank as soon as you find an unauthorized transaction. For an unauthorized charge on your statement, report it within 60 days after the bank sends the statement. If your card is lost or stolen, report it within two business days to limit what you could owe.

Protections for debit cards can be weaker than for credit cards, and some deadlines are short. Check your bank statements often.

App store refund requests

For purchases made through Apple, sign in at reportaproblem.apple.com, choose "I'd like to," then "Request a refund," pick a reason, and select the item. Apple says to allow 24 to 48 hours for an update.

For Google Play, go to play.google.com, select your profile picture, then Payments & subscriptions, then Budget & order history. Find the order, choose Report a problem, and say you want a refund. Google says decisions usually come within a day but can take up to four days.

Keep good records

Good records make every dispute easier.

• Screenshots of the offer, the price, and any cancellation confirmation.
• Receipts and statements showing the charge.
• Copies of emails and letters you sent and received.
• Notes from phone calls with dates and names.