You can dispute a charge directly in the Chase mobile app by selecting the transaction from your account activity and following the prompts to report it. The process takes just a few minutes, and Chase may take up to 90 days to fully resolve the dispute. Here’s exactly how to do it and what to expect afterward.
How to File a Dispute in the Chase App
Open the Chase mobile app and sign in. From your main account screen, tap the credit card or debit card account that has the charge you want to dispute. Scroll through your recent transactions (or use the search feature) and tap the specific transaction in question.
Once you’re viewing the transaction details, you’ll see an option to report a problem or dispute the charge. Chase will ask you to categorize the issue. Common categories include:
- Fraud or unauthorized charge: You didn’t make or authorize the purchase.
- Billing error: You were charged the wrong amount, charged twice, or billed for something you returned.
- Goods or services not received: You paid but never got what you ordered.
- Quality issue: What you received was significantly different from what was described.
Select the reason that fits, then follow the on-screen prompts. Chase will ask for details about what happened and may request supporting documents like receipts, screenshots of order confirmations, or correspondence with the merchant. You can upload these directly through the app. Once you submit, Chase assigns the dispute a case and begins its investigation.
Try the Merchant First
Before filing a dispute, it’s worth contacting the merchant directly. Many billing problems, especially duplicate charges, subscription fees you forgot to cancel, or charges for returned items, can be resolved faster with a simple refund from the business. If the merchant won’t help or you can’t reach them, that’s when a formal dispute through Chase makes the most sense. If the charge is clearly fraudulent (someone stole your card number), skip the merchant and go straight to Chase.
The 60-Day Deadline
You typically have 60 days from the statement date that first shows the charge to dispute it. This applies to billing errors and unauthorized transactions on credit cards under the Fair Credit Billing Act. Acting quickly strengthens your case and keeps you within the window, so don’t wait until the last week if you notice something wrong. For debit card fraud, federal rules set different liability thresholds depending on how fast you report: the sooner you notify Chase, the less you could potentially owe.
Wait for the Charge to Post
If a charge still shows as “pending” in your account, you generally need to wait until it fully posts before you can dispute it. Pending transactions haven’t been finalized yet, and they sometimes correct themselves, drop off, or adjust to a different amount once they settle. If a pending charge looks fraudulent, though, don’t wait in silence. Call the number on the back of your card to flag it so Chase can monitor the situation and lock your card if needed.
What Happens During the Investigation
Once you submit the dispute, Chase investigates by contacting the merchant’s bank and reviewing the evidence. The whole process can take up to 90 days, though many disputes resolve faster, especially clear-cut fraud cases.
What happens to the money in the meantime depends on your account type. For credit cards, you won’t be required to pay for the disputed transaction or any interest and fees associated with it while the investigation is open. Chase removes the disputed amount from your required payment until the case is resolved. For debit cards, Chase usually issues a provisional credit to your checking account, putting the money back while they investigate. This typically happens within 48 hours but can take up to 10 business days.
You can check the status of your dispute in the Chase app under your account’s message center or by calling customer service.
If Chase Rules Against You
If the investigation doesn’t go in your favor, the charge goes back on your statement (or the provisional credit gets reversed for debit cards). Chase will notify you of the outcome and the reason. At that point, you can request that Chase review the decision, especially if you have additional evidence you didn’t include initially. You can also escalate the issue by filing a complaint with the Consumer Financial Protection Bureau, which requires Chase to respond formally.
Other Ways to File a Dispute
The app is the fastest route, but it’s not the only one. You can also dispute a charge by calling the number on the back of your Chase card, visiting a branch in person, or sending a written dispute letter to Chase’s billing inquiries address (listed on your statement). A written letter is especially useful if you want a paper trail, and it’s the method specifically referenced in the Fair Credit Billing Act for preserving your rights on billing errors. If you go that route, send it by certified mail so you have proof of the date Chase received it.