Dispute with a merchant through the bank: what to do

Have this ready

• statement
• receipt
• your attempts to resolve it with the merchant

Steps for any company

1. Try the merchant first and keep proof.

2. File the dispute with the issuer within the deadline in rules/.

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

Company playbooks (34)

Banks and credit card issuers

• American ExpressDispute the charge with Amex; if Amex credits you, it takes over your claim against the merchant.
• Bank of AmericaContact the merchant first, then dispute the posted charge online, by phone or by mail within 60 days of the statement.
• BMOTry the merchant (shown in the statement description), then call the number on the back of the card.
• Capital OneContact the merchant, wait until the charge posts, then dispute online, by phone or by mail, ideally within 60 days of the statement.
• ChaseContact the merchant first, then dispute the posted charge online within 60 days of the statement.
• ChimeDispute through in-app chat or by phone, then in writing if asked; the 60-day statement deadline applies.
• CitiTry the merchant, then dispute with Citi in writing at the statement's billing inquiries address.
• Citizens BankFile a debit card claim in the app or call customer service; try the merchant first for problems with goods.
• CurrentPhone or email Current about the error within 60 days of the first statement; you can ask disputes@current.com for the documents used.
• DiscoverContact the merchant, then dispute with Discover by phone or online, and keep the billing rights deadline on your statement.
• Fifth Third BankCall the Disputes Resolution Department or customer service; confirm the number on the back of your card first.
• Huntington BankCall the line for your card type with the transaction date and amount; Huntington will ask you to verify your identity.
• KeyBankCall Client Service to dispute the charge; try the merchant first for problems with goods.
• M&T BankReport a debit card error right away by phone or in writing; M&T may give provisional credit in as little as 2 hours or up to 10 business days.
• PNC BankContact the merchant first. Dispute debit transactions in Online Banking; dispute credit card transactions by phone or at a branch.
• Regions BankTry the merchant first, then dispute a posted debit transaction online or by phone; credit card disputes go by phone or to the billing error address on your statement.
• Santander BankCall at once about an unauthorized transaction; for a credit card billing error, also send a written notice within 60 days of the statement date.
• SoFiDebit card disputes go online or through chat; SoFi Credit Card disputes go by phone to 844-945-7634.
• SynchronyContact the merchant, then dispute through the card's service number or a secure message in the online account.
• U.S. BankDispute the transaction in the app or online banking, by the automated phone line, or by mail.
• Varo BankFile the dispute with Varo and track it in the app under My Varo > Disputes; final answers can take 45 to 90 days.
• Wells FargoCall the card line or dispute in online banking, and send a written notice to the billing rights address within 60 days.

Credit unions

• BECUCall member support or send a secure message (not for ACH disputes), and use the disputes forms.
• Navy Federal Credit UnionFile a billing dispute online, by secure message, by phone or by mail; investigations can take up to 120 days.
• PenFed Credit UnionTry the merchant first, then submit the dispute in PenFed Online within 60 days of the statement closing date; unauthorized charges go to Card Security instead.
• State Employees' Credit Union (SECU, North Carolina)Phone (888) 732-8562 or write to PO Box 28540 within 60 days of the statement; SECU decides in 10 business days or provisionally credits you and takes up to 45 days.

Payment apps and money transfer

• AffirmTry the merchant first, then dispute through the Affirm Help Center; for a billing error, also write to Affirm within 60 days after it first appeared on your statement.
• AfterpayContact the retailer and wait up to 7 calendar days, then raise one dispute per order in the app within 120 days of purchase; keep paying while it is reviewed.
• Google Pay and Google WalletTalk to the store first, then dispute with the card issuer; for a child's Balance in Google Wallet the Family Manager disputes in wallet.google.com.
• KlarnaContact the store first, then use Report a problem in the app; Klarna pauses the payment while it reviews, and claims must be raised within 120 days.
• PayPalOpen a dispute in the Resolution Center, then escalate it to a Purchase Protection claim within 20 days.
• VenmoUse Venmo Purchase Protection for goods-and-services payments within 180 days of the purchase.
• Western UnionReport an error with a remittance transfer within 180 days of the promised availability date.
• WiseReport a transfer error in writing. International transfers over $15 have 180 days; other transactions have 120 days.

Guides

• Banks and card issuers — how complaints work
• Credit unions — how complaints work
• Payment apps and money transfer services — how complaints work
• Brokerages and crypto platforms — how complaints work