Chase: dispute with a merchant through the bank
Contact the merchant first, then dispute the posted charge online within 60 days of the statement.
What does this mean?
Grade B (good: mostly official pages; check the flagged values before relying on them). 90% of 49 sources are the organization's own pages or government sites.
Collect
- statement showing the charge
- receipt or order
- record of contact with the merchant (date
- name
- response)
Steps
Check the merchant name and your past activity with that merchant in the account.
Contact the merchant. Write down the date, the person you spoke with and the response.
Wait until the charge posts. Pending charges cannot be disputed.
Sign in, find the transaction, select the arrow and follow the dispute steps.
To keep your legal billing rights, also send a written notice to the billing rights address.
MailWritten billing-error notice (credit card) Customer Service, PO Box 15299, Wilmington, DE 19850-5299If Chase does not resolve it, file a complaint with the CFPB.
More contacts for this issue
Facts you can cite
- Deadline
Chase says to submit a credit card dispute within 60 days of the transaction first appearing on your statement.
Source: chase.com, verified 2026-10-12
- Process
A credit card charge must post before you can open a dispute. Pending charges generally post within 1 to 3 business days.
Source: chase.com, verified 2026-10-12
- Policy
While a credit card dispute is under investigation you do not have to pay the disputed amount or related interest and fees, but you must pay at least the minimum on the undisputed balance. Resolution can take up to 90 days.
Source: chase.com, verified 2026-10-12
- Policy
Chase announced on January 07, 2026 that it will become the new issuer of Apple Card, with a transition expected in approximately 24 months; Apple Card users can keep using the card as normal during the transition.
Source: jpmorganchase.com, verified 2026-10-12
- Policy
The Chase deposit account agreement (effective 6/14/2026) requires arbitration administered by the AAA, except that either side may use small claims court.
Source: chase.com, verified 2026-10-12
- Deadline
You can opt out of the deposit account arbitration agreement within sixty (60) days of opening the account, only by calling 1-800-935-9935.
Source: chase.com, verified 2026-10-12
Tips
- Company tip
Contact the merchant before disputing and record the date, the person and the response; Chase may ask for these details.
Source: chase.com, verified 2026-10-12
Rules in force
- Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)
For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.
Source: consumerfinance.gov, verified 2026-10-12
2 citable points
- Policy
Claims and defenses (12 CFR 1026.12(c)): when a merchant does not resolve a dispute about property or services bought with a credit card, the cardholder may assert against the card issuer all claims (other than tort claims) and defenses from the transaction, and may withhold payment up to the amount of credit outstanding for that purchase plus related charges. The issuer may not report that withheld amount as delinquent until the dispute is settled or judgment is rendered.
Source: consumerfinance.gov, verified 2026-10-12
- Limit
Claims-and-defenses limits: the cardholder must first make a good faith attempt to resolve the dispute with the merchant, the purchase must exceed $50, and it must have occurred in the same state as the cardholder's current designated address or within 100 miles of it. The $50 and location limits do not apply when the merchant is the card issuer, is controlled by or controls the issuer, is a franchised dealer in the issuer's products, or got the order through a mail solicitation the issuer made or took part in.
Source: consumerfinance.gov, verified 2026-10-12
- Policy
If that fails, escalate
Go up one step at a time. Keep the reference numbers and dates from each contact.
Customer service
Written complaint
MailWritten billing-error notice (credit card) Customer Service, PO Box 15299, Wilmington, DE 19850-5299For card billing errors, send the written notice within 60 days. For other complaints use the complaints and feedback page.
Federal regulator
State agency
Your state’s financial regulator. Find it in the list of state agencies (also as JSON:
states/<code>.json, for example states/ny.json).Arbitration
The deposit account agreement requires AAA arbitration unless you opted out within 60 days of opening; small claims court is allowed.
Watch out
- Online disputes need sign-in to the Chase account.
- Fraud and dispute phone lines verify the account holder by voice.
- Chase does not publish an executive office address or a dedicated complaint mailing address on its complaints page.
Let your AI agent handle this
Escalate Anything is a free, open-source MCP server for Claude, Cursor, VS Code, Gemini CLI, Codex and other AI apps. Your agent gets this playbook, keeps a case log with reference numbers and follow-up dates, and drafts each message for you to approve.
1. Set it up (needs uv):
uvx escalate-anything setup2. Ask your agent:
A merchant did not deliver, and I paid with my Chase card. Use Escalate Anything to dispute the charge.Source code, other install options and the Claude Code plugin