Billing error: what to do

Have this ready

• the bill or statement with the charge
• account number
• what you expected to pay and why (order
• quote
• plan page
• chat transcript)

Steps for any company

1. Find the exact charge, date and amount. Find the document that shows the correct amount.

2. Ask the company to correct it through its billing channel. Get a reference number and the representative's name.

3. If the company does not fix it, send a written dispute that lists the charge, the correct amount and your evidence.

4. For a credit card charge, send a billing-error dispute to the card issuer within the deadline in rules/fcba-billing-error.

5. Escalate to the regulator for the sector. Attach the timeline from your case log.

A company playbook below replaces these generic steps with the company’s own forms, phone numbers and deadlines.

Company playbooks (116)

Banks and credit card issuers

• Bank of AmericaDispute in writing to the billing inquiries address within 60 days of the statement.
• Capital OneDispute online or in writing; the billing rights details are on the statement's Billing Rights Summary.
• ChaseDispute online, and send a written billing-error notice to keep your legal rights.
• CitiWrite to the billing inquiries address on the front of your statement within 60 days. A phone call alone does not protect your rights.
• PNC BankWrite to PNC's billing rights address within 60 days of the statement; a call alone does not protect your rights.
• TD BankWrite to TD's billing rights address within 60 days of the statement.
• TruistWrite to Truist Bank Card Services within 60 days of the statement.
• U.S. BankCall or write within 60 days of the statement.
• USAAWrite to USAA Credit Card Services within 60 days of the statement; a phone call does not protect your rights.
• Wells FargoWrite to the billing rights address within 60 days of the statement.

Car rental

• Avis Budget Group (Avis and Budget)Get the e-Receipt, then dispute the charge with customer service by email or phone; ask for photos for any cleaning or smoking fee.
• Enterprise Mobility (Enterprise Rent-A-Car, National, Alamo)Fuel, toll and citation charges each have a set path; submit proof through the collections form or citations email.
• HertzGet the receipt, then call the billing line or use the support form for fuel, cleaning or toll charges.
• SIXT (USA)Toll and cleaning fees follow the rental terms; ask customer support through the request form with the rental agreement number.
• TuroDispute a host's reimbursement invoice within 48 hours from the invoice; Turo decides on photo evidence if the host escalates.

Credit unions

• Navy Federal Credit UnionWrite within 60 days of the statement to the address in the card agreement.

Electric, gas and water utilities

• Alabama PowerAsk for a meter test; it is free if the meter was not tested in the last 12 months, and a meter off by more than 2% gets up to 36 months of adjustment.
• AmerenDispute with Ameren by phone and in writing, then with the state commission.
• American Electric PowerAsk the operating company to review the bill and test the meter; AEP Ohio's first meter test is free.
• Arizona Public ServiceDispute by phone, chat or email; escalate to the Arizona Corporation Commission.
• Atmos Energy CorporationAsk Atmos Energy for a re-read or bill review, put the complaint in writing, then go to your state's commission (in Texas, the city or the Railroad Commission).
• Baltimore Gas and Electric CompanyDispute the bill with BGE first, pay the undisputed part, ask for a free meter test or cancellation of an off estimate, then go to the PSC.
• CenterPoint EnergyGas and Indiana customers dispute with CenterPoint; Houston electric customers dispute the bill with their retail provider, which can ask CenterPoint to test the meter.
• Central Maine Power CompanyRaise the bill with CMP first, then file with the Maine PUC Consumer Assistance and Safety Division.
• Commonwealth Edison CompanyDispute the bill with ComEd, ask for a supervisor, then file an informal complaint with the ICC Consumer Services Division.
• Consolidated Edison Company of New YorkDispute the bill with Con Edison first; if not resolved, complain to the NY Department of Public Service and keep paying the undisputed part.
• Consumers EnergyDispute the bill with customer service, follow up in writing, then complain to the MPSC.
• Dominion EnergyDispute with Dominion first, but pay any undisputed amount because a pending claim does not stop a disconnection in Virginia.
• DTE EnergyDispute the bill by phone or the complaint form; if DTE does not fix it, complain to the MPSC.
• Duke EnergyDispute the bill with Duke first, keep paying undisputed amounts, then go to the state commission.
• Duquesne Light CompanyCall Duquesne Light before the due date, then write, then file an informal complaint with the PA PUC.
• EntergyDispute with Entergy by phone or online, then with the state regulator.
• EvergyRegister the dispute with Evergy before the shutoff date, pay the undisputed part, then go to the KCC or the Missouri PSC.
• Eversource EnergyDispute the bill with Eversource first and keep records; in Connecticut, PURA takes the complaint only after you tried the utility.
• Florida Power & Light CompanyDispute with FPL first; meter tests and adjustments follow Florida Public Service Commission rules.
• Georgia PowerAsk Georgia Power to review the reading; a meter that tests fast by more than 2% gets a bill adjustment.
• National Grid (US)Call the regional customer service line to dispute the bill; New York customers can then go to DPS and keep service on for the disputed amount by paying the rest.
• New York State Electric & GasDispute the bill with NYSEG, pay the undisputed amount, then file with the NY Department of Public Service.
• Northern Indiana Public Service CompanyDispute the bill with customer service, follow up in writing, then complain to the IURC.
• NV EnergyContact NV Energy first; the first meter test in 12 months is free, and meter errors over 2% are corrected for 3 to 6 months back.
• Oklahoma Gas and Electric Company (OG&E)Dispute the bill with OG&E first; if that fails, go to the Oklahoma Corporation Commission or the Arkansas PSC.
• Oncor Electric DeliveryAsk the retail provider to request a meter test from Oncor if you think the meter is wrong.
• Pacific Gas and Electric CompanyAsk PG&E to investigate the bill within five days so service stays on; ask for a meter test if usage looks wrong; take an unresolved dispute to the CPUC.
• PacifiCorpDispute with customer service and a supervisor, then file with the state commission; in Utah, the Division of Public Utilities takes the informal complaint first.
• PECO Energy CompanyDispute the bill with PECO first; if unresolved, file an informal complaint with the PA PUC and keep paying current bills.
• Portland General ElectricDispute the bill with PGE customer service and a supervisor, then file with the Oregon PUC.
• Potomac Electric Power CompanyCall Pepco for a bill review and pay the undisputed part; ask for a free meter test; in Maryland appeal to the PSC within 7 days of Pepco's decision.
• PPL Electric UtilitiesDispute the bill with PPL first and get a reference number; if not resolved, file an informal complaint with the PA PUC.
• PSEG Long IslandDispute the bill with PSEG Long Island, then escalate to LIPA Consumer Affairs or the DPS Long Island office.
• Public Service Electric and Gas Company (PSE&G)Dispute the charge with PSE&G and pay the undisputed part; ask for a free meter test or a diversion-of-service investigation if usage looks too high; then go to the BPU.
• Puget Sound EnergyDispute the bill with PSE, ask for a supervisor, then go to the UTC; pay the undisputed part and service stays on while you pursue the dispute.
• Reliant EnergyDispute with Reliant, ask for a supervisory review, then file with the PUCT; pay the undisputed part.
• Rochester Gas and ElectricDispute the bill with RG&E, pay the undisputed amount, then file with the NY Department of Public Service.
• San Diego Gas & ElectricDispute the bill with customer service and get a reference number; if SDG&E does not fix it, complain to the CPUC.
• Southern California EdisonDispute the bill with SCE customer service and get a reference number; if SCE does not fix it, complain to the CPUC.
• Southern California Gas CompanyDispute the bill with customer service and in writing; if SoCalGas does not fix it, complain to the CPUC.
• Spire Inc.Register the dispute with Spire before any shutoff date, pay the undisputed part, ask for a meter test, then go to the state commission.
• Tampa Electric CompanyDispute the bill with Tampa Electric, ask for a free meter test if usage looks wrong, then call the Florida PSC.
• TXU EnergyDispute with TXU (21-day investigation), ask for a supervisory review, then file with the PUCT; meter tests go through TXU to the TDU.
• Washington Gas Light CompanyRaise the bill with Washington Gas by phone, form or letter, then go to the commission for your jurisdiction.
• We EnergiesContact We Energies first by phone or email form, then the VP customer service form, then the Wisconsin PSC; backbilling is limited to two years.
• Xcel EnergyIn Colorado, ask in writing for a free meter test if the meter was not tested in the last 12 months.

Event tickets and resale

• AXSCall the AXS helpline about a charge made in error; if it is not corrected, dispute it with the card issuer.
• EventbriteMatch the charge to an Eventbrite receipt; ask the organizer about ticket fees, and dispute an uncorrected error with the card issuer.
• SeatGeekSince May 12, 2025 the FTC fee rule (rule ftc-junk-fees-rule) requires ticket resale platforms to show the total price, including mandatory fees, up front.
• StubHubSince May 12, 2025 the FTC fee rule (rule ftc-junk-fees-rule) requires StubHub to show the total ticket price, including mandatory fees, up front. The FTC settled with StubHub in April 2026 over fees left out of early price displays; the DC Attorney General's 2024 drip-pricing lawsuit is still pending.
• TicketmasterSince May 12, 2025 the FTC fee rule (rule ftc-junk-fees-rule) requires the total ticket price, with all mandatory fees, to be shown up front. Compare the advertised all-in price with the checkout total and the card statement.
• Vivid SeatsVivid Seats says it uses all-in pricing, and since May 12, 2025 the FTC fee rule (rule ftc-junk-fees-rule) requires the total price up front. A higher charge than the total shown is a billing error.

Gyms and fitness memberships

• Anytime FitnessBilling questions go to the club's billing processor, ABC Financial.

Health insurance

• AetnaCompare the bill with the EOB, ask Member Services to fix processing errors, then file a complaint.
• Anthem (Elevance Health)Compare the provider bill with the EOB, then ask Anthem and the provider to correct it.
• Blue Cross Blue Shield (BCBS Association and FEP Blue)Compare the bill with the EOB from your local Blue plan, then ask the plan and the provider to fix it.
• Centene (Ambetter, Wellcare, Health Net)Check the claim in the member portal, call your plan, then file a grievance.
• Cigna HealthcareCompare the bill with the EOB in myCigna, then ask customer service and the provider to fix it.
• HumanaCompare the bill with the claim in MyHumana, then call member services.
• Kaiser PermanenteCompare the bill with the claims summary, message member services, then file a complaint.
• Molina HealthcareCompare the bill with the EOB, call member services, then file a grievance.
• Oscar HealthCompare the bill with the EOB, then ask the Care Team.
• UnitedHealthcareCompare the provider bill with the EOB, then call member services.

Home security and home services

• SimpliSafeFix payment methods in Plan & Billing or at 1-800-297-1605. SimpliSafe can raise monitoring prices by email notice, effective immediately where the law allows.
• TerminixCheck invoices in MyAccount, call the invoice line, then dispute in writing and with the card issuer.
• VivintVivint must notify you of new fees or fee increases before charging them; dispute anything that does not match your agreement.

Hotels and short-term rentals

• Best Western Hotels & ResortsBilling is handled by the hotel; contact it first, then Best Western customer service.
• Choice Hotels InternationalChoice treats payments to the hotel as between you and the hotel; ask the hotel first, then Customer Relations.
• HiltonAsk the hotel first, then use the Help Center billing issue form.
• Hyatt Hotels CorporationAsk the hotel, then Hyatt Guest Care in writing with the folio.
• IHG Hotels & ResortsAsk the hotel, then file IHG's online Issues Form.
• Marriott InternationalGet a copy of the folio, then dispute the wrong charge with the hotel and Marriott Customer Care.
• Wyndham Hotels & ResortsAsk the hotel, then Customer Care, then put it in writing on the About My Stay form.

Internet, cable, satellite and home phone

• Astound BroadbandDispute within 180 days of the invoice date and pay the undisputed part on time.
• CenturyLinkCall or chat before the due date; if not fixed, send a written Notice of Claim.
• DIRECTVChat or call first; if not resolved, mail a Notice of Dispute.
• DISHCall or email customer service, then send a Dispute Resolution Notice if not fixed.
• FrontierDispute the charge within 30 days of receiving the bill; the bill cannot be challenged after 90 days.
• KineticDispute in writing within 60 days after the bill date.
• MediacomContact Mediacom within 60 days of the bill; after that the charge cannot be disputed.
• OptimumDispute the bill in writing within 30 days of receiving it.
• SpectrumReport a disputed charge within 60 days after the bill's due date.
• XfinityDispute the charge within 120 days of the bill date, in writing if possible.

Payment apps and money transfer

• AfterpayContact the merchant first, then raise a dispute in the app within 120 days; Afterpay cannot collect the disputed amount or report it delinquent while it investigates.

Retail and e-commerce

• Lowe'sFor a lower price found after purchase, ask Lowe's by chat or 1-877-465-6937 to validate it under the Lowest Price Guarantee.
• The Home DepotFor a price drop within 30 days of purchase, ask Customer Solutions for a price adjustment with proof.

Rideshare and delivery apps

• LyftCheck the ride receipt, then contact Lyft through the Help Center. Damage fees come with photos and can be answered by replying to the follow-up email.
• UberDispute a wrong ride or order charge in the app's Help within 30 days, or you may lose the right to dispute it later.

Streaming, software and other subscriptions

• PelotonTell Peloton about a membership billing error within 60 days of the billing date; after that Peloton says it will not refund or credit it except where law requires.

Wireless carriers

• AT&TRaise the charge with customer care, then file a Notice of Dispute within 180 days of the bill date.
• Boost MobileCall 833-50-BOOST, then mail a signed Dispute Resolution Notice. Wait 60 days before arbitration or small claims.
• Consumer CellularCall customer support or write to Consumer Cellular within 60 days of the bill date, or you waive the dispute.
• Cricket WirelessContact support within 180 days of the payment due date, then mail a Notice of Dispute.
• Metro by T-MobileCall customer service, then dispute in writing to T-Mobile Customer Relations within 60 days of the charge.
• Mint MobileContact Customer Care, then dispute in writing with documents within 60 days of the charge.
• Straight Talk WirelessAsk Customer Care, then send a written notice to the Verizon Value dispute resolution manager.
• T-MobileRaise the charge with customer care, then send a written dispute to Customer Relations within 60 days of the bill.
• US MobileDispute promptly (within 30 days of the charge appearing) by chat or email, then mail a Notice of Dispute.
• VerizonAsk customer service, then a supervisor, then send a written Notice of Dispute. Keep paying undisputed charges.
• VisibleDispute the charge in chat within 180 days, then email the dispute resolution manager.